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All Journal HIGIENE: Jurnal Kesehatan Lingkungan Al-sihah: The Public Health Science Journal Homes Journal: Hospital Management Studies Journal
Syarfaini Syarfaini
Universitas Islam Negeri Alauddin Makassar
Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health Veterinary

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Journal : Homes Journal: Hospital Management Studies Journal

 1 
AN OVERVIEW OF PERFORMANCE MEASUREMENT USING A BALANCED SCORECARD METHOD AT FAISAL ISLAMIC HOSPITAL OF MAKASSAR Wihda Arfiah; Muhammad Rusmin; Syarfaini Syarfaini; Nildawati Nildawati; Syamsul Alam
Homes Journal = Hospital Management Studies Journal Vol 2 No 1 (2021): February
Publisher : Universitas Islam Negeri Alauddin Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (298.388 KB) | DOI: 10.24252/hmsj.v2i1.18400

Abstract

Background:The Balanced Scorecard can translate organizational and strategic vision and mission into the operational goals and measure the performance for four different perspectivesObjective:The study was aimed at finding out the overview of performance measurement using the Balanced Scorecard method at Faisal Islamic Hospital of Makassar.Method: The study was descriptive quantitative research involving 11869 patients/families of patients as research population and 403 employees as the samples gathered using a Stratified Random Sampling technique. The collected data were then analyzed univariately.Result:The results of the study revealed that on the costumers’ perspective, the customers’ acquisition was the only indicator showing the unfavorable result decreased by 4.64%. In the financial perspective, the ROI indicator and effectiveness ratio had decreased by 18.96% and 59.6%, both indicators were stated to be less good. In the Internal Business perspective in terms of service quality the BOR and ALOS ratio were said to be less good. From the perspective of Learning and Growth it was very good where all indicators were in accordance with the standards. The four perspectives of the Balanced Scorecard were very influential on the hospital’s performance.Conclusion:By improving the costumers’ acquisition, the hospital income would increase as well.
THE CORRELATION BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND THE INPATIENTS LOYALTY Rezky Amalia Amal; Syahratul Aeni; Syarfaini Syarfaini; A Syamsiah Adha
Homes Journal = Hospital Management Studies Journal Vol 2 No 1 (2021): February
Publisher : Universitas Islam Negeri Alauddin Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (199.436 KB) | DOI: 10.24252/hmsj.v2i1.18413

Abstract

Background :Customer Relationship Management (CRM) as a process to build a relationship between companies and customers by increasing customers value and satisfaction performed by identifying customers by forming perceptions on the products or organizations or services offered through marketers, sellers, services and supporting services which make the customers to be loyal. Objective :The study was aimed at determining the correlation between Customer Relationship Management and the inpatients loyalty at Ibnu Sina Hospital of Makassar in 2017.Method :This study was quantitative research using an obsevational analytic approach with cross sectional study involving 18304 people as research population and 391 samples. Moreover, univariate and bivariate with chi square test were utilized in analysing the data. Result :The results showed that there was a significant correlation between continuity marketing (p=0.000), one to one marketing (p=0.000), and partnering program did not have a significant correlation (p=0.090) with patient loyalty. Conclusion: Ibnu Sina Hospital must be able to manage customer relationship management well to maintain patient loyalty in order to reuse services at the hospital.
Co-Authors A Syamsiah Adha Alim Syam Andi Susilawaty Andi Syamsiah Adha Fais Satrianegera Irviani Anwar Ibrahim Muhammad Rusmin Munawir Amansyah Nildawati Nildawati Nurul Iwanah Husain Rezky Amalia Amal Syahratul Aeni Syamsul Alam Ulfah Humaidah Wihda Arfiah