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Article
Publication date: 6 June 2020

Alifah Ratnawati, Widiyanto bin Mislan Cokrohadisumarto and Noor Kholis

The purpose of this study is to analyze how to improve the satisfaction and loyalty of Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) health patients in Indonesia based on…

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Abstract

Purpose

The purpose of this study is to analyze how to improve the satisfaction and loyalty of Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) health patients in Indonesia based on services in Islamic hospitals, where the service quality was analyzed from a Sharīʿah perspective.

Design/methodology/approach

The sample for this study was 470 Muslim patients from BPJS health, 248 from large Islamic hospitals and 232 from small Islamic hospitals in Central Java, Indonesia. Overall, the respondents were from five large hospitals and five small hospitals. The study used eight service quality variables that were modified from the SERVQUAL, PAKSERV and CARTER models. All the variables used indicators of Sharīʿah principles and tested their effects on satisfaction and loyalty.

Findings

The results of the study showed that the insurance system has been proven to significantly increase the satisfaction and loyalty of BPJS health patients. This means that the efforts of the Indonesian Government to improve the level of health by establishing BPJS can benefit the community. Satisfaction can also be increased through the variables of reliability, empathy and responsiveness, while the loyalty of BPJS Health patients is strongly influenced by satisfaction. The sincerity variable can increase the satisfaction and loyalty of BPJS health patients in small hospitals, but not in large hospitals. On the other hand, the variable of compliance can increase the satisfaction and loyalty of BPJS health patients in large hospitals, but not in small hospitals.

Originality/value

The insurance system implemented in Indonesia can influence the improvement of satisfaction and loyalty. Also, hospitals that are fair in serving patients and that apply amanah (trust), tabligh (responsiveness) and are fast in handling BPJS health patients’ complaints are important indicators that need attention from BPJS health and hospitals. These indicators can form variables that can increase satisfaction and loyalty.

Details

Journal of Islamic Marketing, vol. 12 no. 7
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 21 April 2023

Alifah Ratnawati, Widodo Widodo and Wahyono Wahyono

This study aims to investigate and analyze how to improve the partnership performance of BPJS Healthcare in Indonesia. The authors developed a new construct called engagement…

208

Abstract

Purpose

This study aims to investigate and analyze how to improve the partnership performance of BPJS Healthcare in Indonesia. The authors developed a new construct called engagement religious compliance (ERC). The antecedents of ERC include partnership commitment, perceived benefit and communication quality. This study will examine how the regression relationship of the five constructs will be. Therefore, their influence in increasing the partnership performance of BPJS Healthcare will be known as well.

Design/methodology/approach

This study used a mixed method. Quantitatively, respondents comprised 88 leaders from 45 Islamic hospitals in collaboration with BPJS Healthcare in Central Java, Indonesia, selected through a census. Furthermore, the data collection technique of this study used a questionnaire and it will be then analyzed by using partial least squares-structural equation modeling. Then, qualitatively, the data collection technique used in-depth interviews and focus group discussions, whereas the data were analyzed by using the interpretivist approach.

Findings

The new ERC construct is proven to be able to improve the partnership performance of BPJS Healthcare in Indonesia. In addition to ERC, partnership performance can be increased through partnership commitment, perceived benefit and communication quality. ERC is proven to be a mediating variable in improving partnership performance.

Originality/value

This research used ERC, a variable that mediates the effect of partnership commitment, perceived benefit and communication quality on increasing partnership performance. ERC is a novelty proposed in this study because, to the best of the authors’ knowledge, it has not been discussed by any previous research.

Details

Journal of Islamic Marketing, vol. 14 no. 12
Type: Research Article
ISSN: 1759-0833

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Publication date: 3 July 2018

Tariq Elyas and Abdullah Ahmed Al-Ghamdi

This chapter briefly explores selected English and general education policy documents, curricula, and textbooks within the context of Kingdom of Saudi Arabia (KSA) from a Critical…

Abstract

This chapter briefly explores selected English and general education policy documents, curricula, and textbooks within the context of Kingdom of Saudi Arabia (KSA) from a Critical Discourse Analysis perspective and examines how they have changed pre- and post-21st century. First, a policy document related to education in KSA in general (pre-21st century) is analyzed along with an English language teaching (ELT) policy document of the same period. Next, two general policy documents post-21st century are explored, followed by one related to ELT policy. Finally, one post-21st century document related to higher education is discussed. The “network of practices” within which these documents are situated are first detailed, as well as the structural order of the discourse, and some linguistic analysis of the choice of vocabulary and grammatical structures (Meyer, 2001). Issues which might be problematic to the learning and teaching identities of the students and teachers interpreting these documents are also highlighted. Finally, we consider whether the network of practices at this institution and KSA in general “needs” the problems identified in the analysis and critically reflect on the analysis.

Details

Cross-nationally Comparative, Evidence-based Educational Policymaking and Reform
Type: Book
ISBN: 978-1-78743-767-8

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Article
Publication date: 3 August 2021

Ken Sudarti, Olivia Fachrunnisa and Alifah Ratnawati

This study aims to examine the role of ta’awun in reducing voluntary turnover intention. The authors defined ta’awun as the willingness to help colleagues without being asked and…

302

Abstract

Purpose

This study aims to examine the role of ta’awun in reducing voluntary turnover intention. The authors defined ta’awun as the willingness to help colleagues without being asked and expecting rewards as promised by Islam. Also, the antecedent variables of organizational identification and job embeddedness are used to predict ta’awun.

Design/methodology/approach

This study used 216 respondents from Islamic Universities in Indonesia. Structural equation model was used to analyze data and test the empirical model.

Findings

Job embeddedness and organizational identification can improve ta’awun behavior. Ta’awun behavior has also been proven to be able to reduce voluntary turnover intention as well as successfully mediating the relationship between job embeddedness and organizational identification with voluntary turnover intention.

Research limitations/implications

Ta’awun enriches organizational citizenship behavior (OCB) studies which are intervened with Islamic values. The questionnaire given to respondents are very susceptible for self-response bias so that this type of bias influences the conclusion. Thus, consistency of results can be retested in several different objects.

Practical implications

Organizations need to consider the factor of religiosity when recruiting employees. HRM practices need to be encouraged to create organizational identification through pride in the organization to reduce voluntary turnover intention through ta’awun behavior.

Originality/value

The Ta’awun concept is a refinement of the previously existing concept, which is OCB. Orientation in the world and the hereafter that underlies this ta’awun behavior is more effective in reducing the intention of voluntary displacement.

Details

Journal of Islamic Accounting and Business Research, vol. 12 no. 6
Type: Research Article
ISSN: 1759-0817

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Article
Publication date: 19 June 2017

Abdul Rahman Kadir, Najmi Kamariah, Ariyanti Saleh and Ratnawati

This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by…

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Abstract

Purpose

This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment.

Design/methodology/approach

This study used a cross-sectional study design. The research sample of 115 nurses and 299 patients was obtained through the use of probability sampling techniques. Data were statistically analyzed using Spearman’s test to see the correlation between independent and dependent variables. Kruskal–Wallis and one-way ANOVA were used to see the differences and quality function deployment analysis was conducted to improve service quality.

Findings

The study concluded there is influence of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability. There are differences in role ambiguity in the inpatient unit, critical room and the emergency room.

Practical implications

The quality of service in the hospital can be improved by evaluating the behavior of nurses on the quality of service perceived by the patient. In addition, the necessary improvement of discipline and commitment between physicians and nurses in improving the quality of services at the hospital.

Originality/value

With this measure, the management of nursing at the hospital can translate patient’s needs into specific plans to produce products and services that bring together the needs of the patient to service quality.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 20 August 2020

Arisman Arisman and Ratnawati Kusuma Jaya

The purpose of this article is to explain and share about labour migration for employment purposes issues from the perspective of a sending and receiving country in Association of…

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Abstract

Purpose

The purpose of this article is to explain and share about labour migration for employment purposes issues from the perspective of a sending and receiving country in Association of Southeast Asian Nations (ASEAN) (Indonesia; sending state and Malaysia; receiving state) on managing the international labour migration between the two countries.

Design/methodology/approach

The research adopting “mixed methods”, mixing of quantitative and qualitative data within a single investigation or sustained programme of inquiry. The activity includes collecting primary data in two countries. Data collection is done by distributing questionnaires to migrant workers in the receiving states and used indepth interview to 10 stakeholders in the sending states.

Findings

The protection of migrant workers in Johor Bahru is still weak. The graph shows that Indonesian migrant workers in Johor mostly have their documents kept by their employer. Fisheries sector has the highest percentage of workers whose documents are retained by the employer. Meanwhile the sector in which the worker mostly do not get a weekly one day off is the domestic worker. Overall, this means that Malaysia has to put more attention on the existing regulation in order to create a more comfortable working environment.

Originality/value

This paper observe three parameters such as working hour, who keep the passport of the Indonesian migrant workers and weekly one day off relate to working condition of Indonesian migrant workers.

Details

Asian Education and Development Studies, vol. 10 no. 1
Type: Research Article
ISSN: 2046-3162

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Article
Publication date: 11 November 2020

Hendar Hendar, Moch. Zulfa, Alifah Ratnawati and Mulyana Mulyana

The purpose of this paper is to investigate and test the role of religio-centric product strategy (RPS) in mediating the relationship among marketing innovativeness (MI), market…

694

Abstract

Purpose

The purpose of this paper is to investigate and test the role of religio-centric product strategy (RPS) in mediating the relationship among marketing innovativeness (MI), market sensing capability (MSC), customer relationship management capability (CRMC) and brand management capability (BMC) with marketing performance (MP) in a religious-based industry. This is in accordance with the conditions of Indonesian religious people and the increasing demand for Muslim fashion products.

Design/methodology/approach

This paper selected 330 small fashion businesses in Indonesia and tested the regressive relations of the 6 constructs.

Findings

The findings showed that MI, MSC, CRMC and BMC have a positive effect on RPS and RPS also has a positive effect on MP, so that RPS acts as mediation in the relationship among MI, MSC, CRMC and BMC with MP.

Research limitations/implications

In-depth research on other dimensions of the role of antecedent variable of RPS, such as NPD capability, specialized marketing capability, resource reconfiguration marketing capability, architectural marketing capability and marketing resources that are interesting to discuss (Morgan, 2012), has not been done in research.

Originality/value

By examining the literature on dynamic capability, marketing strategy, entrepreneurship and business performance, this paper offers a unique analysis of dynamic marketing capability and its impact on product strategy and MP in religious-based industries.

Details

Journal of Research in Marketing and Entrepreneurship, vol. 22 no. 2
Type: Research Article
ISSN: 1471-5201

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Article
Publication date: 30 December 2021

Shahidul Islam, Nazlida Muhamad and Vai Shiem Leong

Transformative service research (TSR) has received considerable attention from researchers and marketers in recent years and becomes a research priority in health care. In…

699

Abstract

Purpose

Transformative service research (TSR) has received considerable attention from researchers and marketers in recent years and becomes a research priority in health care. In response, this paper adapts the TSR entities and wellbeing framework to systematically review healthcare quality research on Muslim consumers. The purpose of this paper is to identify research gaps and provide directions for future research, aligning healthcare studies with the TSR framework.

Design/methodology/approach

The authors of this paper reviewed empirical papers in healthcare quality research on Muslim patients between the years 2000 and 2020. The recorded journal articles were synthesized using insights from the TSR framework. Several literature gaps were identified and future research directions were provided using the TCCM framework, in which T stands for theory, C for context, C for characteristics and M for methodology.

Findings

This paper finds studies that encompass several domains of the TSR framework including cultural and religious dimensions, service interaction and customer engagement dimensions and customer service wellbeing. Findings also reveal subject matters related to the TSR framework, which receive less attention in the healthcare literature. A number of potential avenues for theoretical extension in health care are also discussed.

Social implications

The implications of this paper are highly relevant to Muslim healthcare consumers, the healthcare system and society in general. The findings suggest inspiring changes in the healthcare ecosystem that yields a greater quality of life (health and wellbeing) for individuals and their respective communities.

Originality/value

This paper advances the current state of healthcare research by identifying and organizing components of TSR entities and wellbeing framework, using Muslim patients as the context. It enhances some pioneering approaches within the domain of TSR and quality dynamics and provides a holistic perspective as guidance and systematic thinking to further advancement in the field of services marketing and Islamic marketing.

Details

Journal of Islamic Marketing, vol. 14 no. 3
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 25 July 2019

Alifah Ratnawati and Noor Kholis

The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for…

649

Abstract

Purpose

The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for hospitalization services.

Design/methodology/approach

The sample consisted of 250 respondents that came from five hospitals in Indonesia. The variables used in this study modify SERVQUAL, PAKSERV and CARTER models.

Findings

The results of this study indicate that there are ten factors that are considered very important by Muslim BPJS participants for hospitalization service, with the dominant variables of each factor being sincerity/sincerity of employees in serving BPJS participants, the amount of drugs cost borne by BPJS participants, cleanliness in the hospital building, tabligh attitude in serving BPJS participants (wise and right on target), reputation of BPJS doctors in the hospitals, affordability of the hospital location, compliance and accuracy of payment claim/treatment for BPJS patients, BPJS compliance with Islamic principles, the ability of BPJS to reliably deliver promised services and availability of mosque at BPJS referral hospital.

Originality/value

The new factors that have emerged are location access, information and availability of praying facilities. The sincerity and formality factors are considered very important by the Muslim community when using BPJS Health card for hospitalization service.

Details

Journal of Islamic Marketing, vol. 11 no. 4
Type: Research Article
ISSN: 1759-0833

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Book part
Publication date: 15 October 2008

Iwan Gardono Sudjatmiko

Purpose: The violent conflict in Ambon, Indonesia (1999–2002) – which claimed more than 2,000 lives – occurred when a dominant ethnic group (Ambonese) was challenged by new ethnic…

Abstract

Purpose: The violent conflict in Ambon, Indonesia (1999–2002) – which claimed more than 2,000 lives – occurred when a dominant ethnic group (Ambonese) was challenged by new ethnic groups (non-Ambonese: Bugis, Butonese, and Makassarese). The conflict intensified and evolved into a religious one between the Christians (mostly Ambonese) and the Moslems, consisting of Ambonese and the non-Ambonese. The absence of a long-term societal re-integration strategy that emphasized on the management of group diversities had resulted in a pseudo or fragile integration that led to societal disintegration. Following the regime change in 1998, a violent communal conflict or “politics by other means” occurred since the conduciveness of the local situation was related to national politics.

Method: Using Ambon as a Case Study, the chapter analyzes the trajectory of the conflict and its resolution.

Findings: The conflict grew more extensive ever since the failure of the state, particularly the police and the military that became partisans in order to protect their families or to benefit from security businesses. The peace building efforts took in several stages involving various social organizations as well as governments at the local and the national level. These processes were facilitated by general election or “war by other means” that transformed the violent conflicts to non-violent competition or from bullet to ballot.

Details

Armed Forces and Conflict Resolution: Sociological Perspectives
Type: Book
ISBN: 978-1-8485-5122-0

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