Hospital’s competitive advantage through service quality, information systems and Islamic work ethics
-
DOIhttp://dx.doi.org/10.21511/ppm.17(2).2019.14
-
Article InfoVolume 17 2019, Issue #2, pp. 193-204
- Cited by
- 1108 Views
-
1090 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
The aim of this study is to analyze and measure the factors that influence competitive advantage seen from the quality of services, Islamic work ethics and information systems. The population of this study was all patients of BPJS participants in hospitals in Kuningan, West Java. This study uses a proportional random sampling technique to determine the sample. The respondents of this study were 115 respondents. Analysis was carried out using Partial Least Square (PLS). Results of the study prove that Islamic work ethics are positive and significant to competitive advantage. Competitive advantage can also be influenced by the hospital information system. Service quality also has a positive and significant influence on competitive advantage. Islamic work ethics, information system and service quality is a factor that can build competitive advantage in hospitals in Kuningan.
- Keywords
-
JEL Classification (Paper profile tab)L10
-
References32
-
Tables6
-
Figures1
-
- Figure 1. Research model
-
- Table 1. Path coefficient for Islamic work ethics and service quality
- Table 2. Path coefficient for Islamic work ethics and sustainable competitive advantage
- Table 3. Path coefficient for service quality and sustainable competitive advantage
- Table 4. Path coefficient for information systems and service quality
- Table 5. Path coefficient for information system and sustainable competitive advantage
- Table 6. R-Square
-
- Ahmad, M. S. (2011). Work Ethics: An Islamic Prospective. International Journal of Human Sciences, 8(1), 850-859.
- Ali, A. J., & Al-Owaihan, A. (2008). Islamic Work Ethic: A Critical Review. Cross Cultural Management: An International Journal, 15(1), 5-19.
- Barutcugil, I. (2004). Stratejik Insan KaynaklariYonetimi. Istanbul: Kariyer Yayınları.
- Cronin, J. J., & Taylor, S. A. (1994). SERVPERF Versus SERVQUAL: Reconciling Performance Based and Perception Minus Expections Measurement of Service Quality. Journal of Marketing, 58(1), 125-131.
- Davenport, T. H., & Short, J. E. (1990). The New Industrial Engineering: Information Technology and Business Process Redesign. Sloan Management Review, 31(4), 11-27.
- Droge, C., Vickery, S., & Markland, R. E. (1995). Sources and Outcomes of Competitive Advantage: An Explatory Study in the Furniture Industry. Decision Sciences, 25(5-6), 669-690.
- Ferdinand, A. (2003). Sustainable Competitive Advantage: SebuahEksplorasi Model Konseptual. Semarang: BP Undip.
- Fitzsimmons, J. A., & Fitzsimmons, M. J. (1994). Service Management for Competitive Advantage. Mc. Graw Hill Companies Inc.
- Foster, G., & Fenwick, J. (2015). The Influence of Islamic Values on Management Practice in Morocco. European Management Journal, 33(2), 143-156.
- Furey, T. R. (1991). How Information Power Can Improve Service Quality. Planning Review, 19(3), 24-26.
- Goetsch, D. L., & Davis, S. (1994). Introduction to Total Quality: Quality, Productivity, Competitiveness. New York: Macmillan College Publishing Co.
- Goodhue, D., Littlefield, R., & Straub, D. W. (1997). The measurement of the impacts of the IIC on the end-users: the survey. Journal of the American Society for Information Science, 48(5), 454-465.
- Gronroos, C. (1990). Service Management and Marketing: Managing Moments of Truth in Service Competition. Lexington: Lexington Books.
- Hafizurrachman. (2009). Sumber Daya Manusia Rumah Sakit di Q-Hospital. Majalah Kedokteran Indonesia, 59(8), 343-347.
- Juran, J. M. (1993). Quality Planning and Analysis. New York: Mc-Graw Hill Book Inc.
- Kasasbeh, E. A., Harada, Y., Osman, A. B., Aldalayeen, B. O. (2014). The Impact of Business Ethics in the Competitive Advantage (In the Celular Comunications Companies Operating in Jordan). European Scientific Journal, 10(10), 269-284.
- Kotler, P. (1995). Manajemen Pemasaran: Analisis, Perencanaan, Implementasi, dan Pengendalian. Jakarta: SalembaEmpat.
- Martin, P. (1999). Public Policies, Regional Inequalities, and Growth. Journal of Public Economics, 73(1), 85-105.
- Maukar, S. M. D. (2015). The Influence of Emotional Intelligence, Creativity, Work Ethic, to Service Quality of High School Library in the Minahasa Regency. American Journal of Educational Research, 3(1), 67-79.
- Narver, J. C., & Slater, S. F. (1990). The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4), 20-35.
- Orlikowski, W. J., & Gash, D C. (1992). Changing Frames: Understanding Technological Change in Organizations. Sloan School of Management. Massachusetts Institute of Technology, Cambridge, MA.
- Poerbantoro, H. (2006). Analisa Pengaruh antara Penggunaan Teknologi Informasi, Orientasi Pasar, dan Implementasi Strategi Diferensiasi Terhadap Kualitas Layanan dalam Mencapai Keunggulan Bersaing (Studi Kasus Pada Rumah Sakit Islam Sultan Agung Semarang) (Masters Thesis). Semarang: Universitas Diponegoro.
- Porter, M. E. (1980). Competitive Strategy. New York: Free Press.
- Rangkuti, F. (2009). Creating Effective Marketing Plan. Jakarta: PT Gramedia Pustaka Utama.
- Richards, R. J., Prybutok, V. R., & Ryan, S. D. (2012). Electronic Medical Records: Tools for Competitive Advantage. International Journal of Quality and Service Sciences, 4(2), 120-136.
- Sabarguna, B. S. (2003). Sistem Informasi Pemasaran Rumah Sakit Berbasis Rekam Medis. Yogyakarta: Gadjah Mada University Press.
- Salim, U. (2011). Manajemen Keuangan Strategik. Malang: Universitas Brawijaya Press (UB Press).
- Tjiptono, F. (2001). Manajemen Jasa. Yogyakarta: AndiOfset.
- Triguno, M. (2000). Budaya Kerja. Jakarta: Golden Teray on Press.
- Yesil, S., Sekkeli, Z. H., & Dogan, O. (2012). An Investigation into the Implications of Islamic Work Ethic (IWE) in the Workplace. Journal of Economics and Behavioral Studies, 4(11), 612-624.
- Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: The Free Press.
- Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-Based Service and Service Quality in Consumer Banking. International Journal of Service Industry Management, 13(1), 69-90.