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Article
Publication date: 6 February 2020

Sih Damayanti, Tri Rakhmawati, Sik Sumaedi and I Gede Mahatma Yuda Bakti

This research aims to develop an index for measuring Indonesian quality label awareness among motorcycle helmet users. The index measures quality label awareness and its…

Abstract

Purpose

This research aims to develop an index for measuring Indonesian quality label awareness among motorcycle helmet users. The index measures quality label awareness and its antecedent variables, which are the variables that represent marketing effort on promoting the quality label.

Design/methodology/approach

The indicators of the index were derived from a literature review. A survey was performed. The respondents are 487 motorcycle drivers and passengers helmet users in Jakarta. The authors conducted some statistical analyses, namely, exploratory factor analysis, Cronbach’s α analysis, and multiple regression analysis.

Findings

A quality label awareness index was developed and tested. The index consists of quality label awareness and its determinants. The determinants are label marketing clarity and label marketing credibility. The research result showed that the index is valid and reliable.

Research limitations/implications

The authors performed the survey only at Jakarta using convenience sampling technique. Thus, the findings may not be generalized to other contexts. Given this, replication research is important to be performed in the future in order to test the stability of the findings in other contexts.

Practical implications

The index can be used to evaluate the effectiveness of quality label and quality label marketing programs.

Originality/value

This study is believed to be the first to develop and test consumers' quality label awareness index.

Details

International Journal of Productivity and Performance Management, vol. 69 no. 7
Type: Research Article
ISSN: 1741-0401

Keywords

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Article
Publication date: 14 November 2016

Sik Sumaedi, Medi Yarmen and I. Gede Mahatma Yuda Bakti

The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia.

Abstract

Purpose

The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia.

Design/methodology/approach

The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia.

Findings

The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition.

Research limitations/implications

This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model.

Practical implications

Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality.

Originality/value

There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.

Details

International Journal of Productivity and Performance Management, vol. 65 no. 8
Type: Research Article
ISSN: 1741-0401

Keywords

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Article
Publication date: 23 June 2021

Nidya Astrini, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Sik Sumaedi and Medi Yarmen

This research seeks to develop a model to predict repurchase intention based on the modified theory of planned behavior (TPB).

Abstract

Purpose

This research seeks to develop a model to predict repurchase intention based on the modified theory of planned behavior (TPB).

Design/methodology/approach

This research is quantitative study involving 150 respondents from five major cities in Indonesia. Data were collected using a questionnaire. Data analysis used confirmatory factor analysis–structural equation modeling (CFA–SEM).

Findings

The research instrument and the proposed model were fit. However, health belief was not proven to have a significant impact on attitude. The perceived behavioral control (PBC) also did not significantly affect repurchase intention.

Research limitations/implications

Future research that utilizes TPB should incorporate emotional belief as part of the attitude variable.

Practical implications

In the designing and marketing process, managers of herbal teas companies should consider the health benefits of their products and the feeling of joy it might incite.

Originality/value

The TPB was initially constructed from three variables: subjective norm, attitude and perceived behavioral control (PBC). Unlike previous research, this study considered cognitive and emotional beliefs as the factors that affected attitude.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

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Article
Publication date: 13 October 2020

Sik Sumaedi, I. Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti, Sih Damayanti, M. Azwar Massijaya and Rahmi K. Jati

This research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019…

Abstract

Purpose

This research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.

Design/methodology/approach

This study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.

Findings

This research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.

Research limitations/implications

This research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.

Practical implications

To improve intention to use official COVID-19 websites, people must be directed to have a positive attitude toward the website. The developer must ensure the quality of the website. It is also essential to involve leaders and public figures whose opinions might be able to sway citizens to use official COVID-19 websites consistently.

Originality/value

This research is the first one of its kind that studied citizens' intention to use official COVID-19 websites.

Details

Health Education, vol. 120 no. 4
Type: Research Article
ISSN: 0965-4283

Keywords

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Article
Publication date: 10 November 2020

Sik Sumaedi, I. Gede Mahatma Yuda Bakti, Tri Rakhmawati, Tri Widianti, Nidya J. Astrini, Sih Damayanti, M. Azwar Massijaya and Rahmi K. Jati

This research seeks to simultaneously test the effect of attitude towards the behavior of following the “Stay at Home” policy, subjective norm, perceived behavioral…

Abstract

Purpose

This research seeks to simultaneously test the effect of attitude towards the behavior of following the “Stay at Home” policy, subjective norm, perceived behavioral control, perceived susceptibility and perceived severity on people's intention to follow the “Stay at Home” policy during COVID-19 pandemic.

Design/methodology/approach

The data were collected through an online survey with 148 respondents in the Greater Area of Jakarta, Indonesia. The data were then analyzed using multiple regressions.

Findings

The findings show that attitude towards the behavior, subjective norm and perceived behavioral control positively and significantly affect intention to follow “Stay at Home” during the COVID-19 pandemic. However, perceived susceptibility and perceived severity of COVID-19 do not significantly influence the intention to follow “Stay at Home” during the COVID-19 pandemic.

Research limitations/implications

This research was limited to the Greater Area of Jakarta, Indonesia. Furthermore, sampling was done through convenience sampling. Therefore, future research should be conducted in a different context to test the generalization of this research's findings.

Practical implications

To encourage citizens' adherence to the stay-at-home policy during the COVID-19 pandemic, they must be directed to have positive attitudes toward the policy. Financial and non-financial supports are critical to ensure citizens' ability to sufficiently observe the policy sufficiently. Another important aspect is the influence of leaders and public figures to consistently call for obedience consistently.

Originality/value

This is the first research that studies citizens' behavior related to the “Stay at Home” policy requisitioned by the government to hinder the spread of COVID-19.

Details

International Journal of Health Governance, vol. 26 no. 1
Type: Research Article
ISSN: 2059-4631

Keywords

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Article
Publication date: 20 June 2016

Medi Yarmen, Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini and Tri Widianti

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

Abstract

Purpose

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

Design/methodology/approach

This research used quantitative research methodology. The authors surveyed the patient of a healthcare service institution in Depok, Indonesia, and 163 of the institution patients participated in the survey. Multiple regressions analysis was performed to analyze the empirical data.

Findings

The findings showed that subjective norm and image have positive influence on patient loyalty. However, this research also found that trust and perceived risk do not have significant impact on patient loyalty.

Research limitations/implications

The author(s) used convenience sampling method, and the sample only involved respondents from a healthcare service institution in Depok, Indonesia. Hence, the findings of this research may not be generalized to the other contexts. Therefore, we recommend further research to replicate this research to examine the stability of this research’s findings.

Practical implications

The research results show that subjective norm and image affect the patient loyalty. Thus, the management of healthcare service institution should consider and manage all of these factors proactively.

Originality/value

This study is believed to be the first to develop and test patient loyalty model that includes trust, subjective norm, image, perceived risk and trust.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 9 August 2013

I Gede Mahatma Yuda Bakti and Sik Sumaedi

The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer…

Abstract

Purpose

The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a university library service in Indonesia. More specifically, the research aims to examine whether service quality affects customer loyalty directly and indirectly through customer satisfaction.

Design/methodology/approach

The authors surveyed the users of a university library in Indonesia by using a structured questionnaire. In total, 100 of the library users participated on the survey. Structural equation modeling technique was performed to analyze the empirical data.

Findings

The research reveals that service quality has a direct effect on customer satisfaction, which then directly influences library customer loyalty. However, service quality does not have significant direct effect on customer loyalty in a library service.

Research limitations/implications

The data collection using convenience sampling method causes the limitation of the research results in representing across all library users in the university library where the research was conducted. This study can be replicated with a larger sample size in order to examine the stability of the results in other contexts. In addition, future research can be carried out by involving other variables that may affect customer loyalty, i.e. perceived value, image, trust, and involvement.

Practical implications

The library customer loyalty is not guaranteed if library management only improves the quality of the library services. Furthermore, to achieve library customer loyalty, library management has to assure the library customer satisfaction. Thus, since many factors can influence library customer satisfaction, library management should improve not only library service quality, but also other aspects that influence library customer satisfaction, such as perceived price, situational factor, and personal factor.

Originality/value

Only a few empirical studies on customer loyalty were found in library service. More specifically, there is a lack of empirical studies that investigated the relationship between library customer loyalty, service quality, and customer satisfaction. This paper has addressed this gap in the literature.

Details

Library Management, vol. 34 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

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Article
Publication date: 11 January 2016

Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti and Medi Yarmen

The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient…

Abstract

Purpose

The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient satisfaction and its determinants.

Design/methodology/approach

Literature review was performed to identify the determinants of patient satisfaction. Data collection was carried out by using survey with questionnaire. The survey involves 161 patients of one public healthcare service institution in Tangerang, Indonesia. The authors conducted some statistical analyses, namely exploratory factor analysis, Cronbach α analysis, and multiple regression analysis.

Findings

A new public healthcare PSI was developed and tested. The index consists of overall patient satisfaction and its determinants. The determinants include the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, the quality of administration process, perceived value, perceived sacrifice, and image. Furthermore, the new index was called as IPHSI-PSB.

Research limitations/implications

This research was carried out only in Tangerang, Indonesia and only involved one public healthcare service. Hence, the index needs to be tested in different cities in Indonesia. Furthermore, it is also needed to involve more public healthcare service institutions in future researches.

Practical implications

Public healthcare service managers can use IPHSI-PSB to monitor, measure, and improve the patient satisfaction of the public healthcare service institution they manage.

Originality/value

This paper has developed and tested a new public healthcare patient satisfaction index.

Details

International Journal of Productivity and Performance Management, vol. 65 no. 1
Type: Research Article
ISSN: 1741-0401

Keywords

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Article
Publication date: 1 July 2014

Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti and Medi Yarmen

– The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.

Abstract

Purpose

The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.

Design/methodology/approach

This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data.

Findings

The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty.

Research limitations/implications

The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability.

Practical implications

The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty.

Originality/value

This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.

Details

Clinical Governance: An International Journal, vol. 19 no. 3
Type: Research Article
ISSN: 1477-7274

Keywords

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Article
Publication date: 20 April 2012

Sik Sumaedi, Gede Mahatma Yuda Bakti and Nur Metasari

This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service…

Abstract

Purpose

This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of state universities in Indonesia.

Design/methodology/approach

The study uses a quantitative approach through a survey method. The respondents of this study are 155 state university students from two state universities in Indonesia. Both multiple regression analysis and t‐test analysis are used to analyze the data.

Findings

Research results show that there are seven perceived service quality dimensions considered important to university students, i.e. curriculum, facilities, contact personnel, social activities, education counselors, assessment, and instruction medium. The perceived service quality dimensions contributing most towards overall perceived service quality of a state university is facilities. Furthermore, the research also shows that university students with a different study period have a different perceived quality level on the social activities dimension, while university students with different gender have a different perceived quality level on two dimensions, i.e. social activities and facilities.

Research limitations/implications

The research was only conducted at two universities in the same geographic area and at a single point of time. Hence, there is a need for further research in terms of a longitudinal study with different geographic samples in order to generalize the research result.

Practical implications

The students' perceived quality dimensions resulting from this research can be used by universities to measure their performance according to students' perspectives. As a result, feedback will be gained by the university, so that the university can identify its weaknesses.

Originality/value

The research was conducted in a developing country context, while most previous research has been conducted in developed country contexts. This research also provides a new insight into quality management, since the university objects are state universities, not private universities. The paper also takes students' personal characteristics (gender and year of study) variables into account.

Details

Quality Assurance in Education, vol. 20 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

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