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Modern healthcare services are undergoing transformation toward a more humanistic and patient-centered approach, emphasizing hospitality based services in hospitals. However, many healthcare institutions, particularly in outpatient settings, have not fully adopted this concept. Patients often experience psychological distress, and when coupled with an unsupportive physical environment, their comfort and overall experience may be diminished. These conditions can negatively affect perceptions of service quality, patient satisfaction, and loyalty toward hospital services. This study aimed to analyze the influence of patients’ psychological conditions and the physical environment on hospitality-based services, with patient experience as an intervening variable, at the internal medicine outpatient clinic of BM Hospital. A quantitative research design using a cross-sectional approach was employed. The study involved 200 respondents selected through purposive sampling. Data were collected using structured questionnaires with Likert-scale items and analyzed with Structural Equation Modeling Partial Least Squares (SEM-PLS). The results showed that patients’ psychological conditions, the physical environment, and patient experience simultaneously and significantly influenced hospitality-based services. Hypothesis testing confirmed that both psychological conditions and the physical environment had a direct and significant impact on hospitality-based services. Furthermore, patient experience played a mediating role, strengthening the relationship between these factors and perceived service quality. The findings highlight the need for hospitals to integrate psychological support and a conducive physical environment into outpatient care delivery. Enhancing these dimensions can improve patient experience, foster greater satisfaction and comfort, and build stronger loyalty toward hospital services

Optimal performance of teacher performance appraisers (PKG) is a significant challenge in improving the quality of education in Malalayang District, Manado. The main problem that arises is the low perception of organizational justice and institutional support that influence the performance of these employees. This study aims to analyze the influence of organizational justice and perceived support on the performance of PKG employees through the mediation of Organizational Citizenship Behavior (OCB). The method used is quantitative with an associative design, involving 92 employees as a sample taken proportionally from a population of 119 PKG employees. Data were collected using a questionnaire and analyzed using Structural Equation Modeling Partial Least Square (SEM-PLS) techniques. The results showed that organizational justice and perceived support significantly influence OCB and performance, and OCB proved to be a mediator that strengthens the relationship. These findings indicate that improving organizational citizenship behavior can be an effective strategy in improving employee performance that impacts the quality of teacher assessment. The practical implications of this study suggest the need to strengthen fair organizational policies and provide optimal support to create a conducive work environment that supports the performance of PKG employees.

This study aims to analyze the influence of Multidimensional Service Quality, Perceived Value, and Customer Relationship Management (CRM) on Customer Satisfaction, with Customer Engagement as a mediating variable at Awal Care Veterinary Clinic in East Jakarta. The research background is driven by a significant decline in patient numbers in 2023 and intense competition in the veterinary healthcare sector. This study employs a quantitative correlational approach using purposive sampling, involving 310 respondents who are clients of the clinic. Data were collected through a questionnaire with a 6-point Likert scale, and analyzed using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The results indicate that all independent variables service quality, perceived value, and CRM—have a positive and significant influence on both customer engagement and customer satisfaction. Customer engagement is also found to have a significant impact on customer satisfaction. Furthermore, all indirect relationships through the mediation of customer engagement are significant, indicating that customer engagement serves as an important partial mediator. The R² value of 0.646 demonstrates that the model has strong predictive power for customer satisfaction. These findings highlight the importance of strengthening experience-based strategies and fostering emotional and cognitive connections with customers. This study contributes theoretically to the field of service marketing and provides practical implications for veterinary clinic management in enhancing customer satisfaction and loyalty.

This study is motivated by the importance of building an effective patient safety culture in the hospital environment, which can be influenced by factors such as clinical leadership and work engagement. This study aims to analyze the effect of Clinical Leadership and Work Engagement on patient safety culture mediated by Interprofessional Collaboration of nurses at Emhaka Hospital. The research design used was quantitative with a cross-sectional approach. The study sample consisted of 118 nurses selected using purposive sampling techniques and calculated using saturated side. Data were collected through a 4-point Likert scale questionnaire, which included the variables of Clinical Leadership, Work Engagement, Interprofessional Collaboration, and Patient Safety Culture. Data analysis was performed using SEMP-PLS (Structural Equation Modeling Partial Least Squares) software. The results showed that Clinical Leadership and Work Engagement had a significant effect on Patient Safety Culture, both directly and through the mediation of Interprofessional Collaboration. These findings emphasize the importance of improving clinical leadership and nurse involvement in improving interprofessional collaboration, which in turn can strengthen patient safety culture at Emhaka Hospital. This study contributes to the development of hospital policies that focus on improving patient safety through effective leadership and increasing nurse work engagement.  

This study aims to test and analyze the influence of independence, task complexity, and auditor experience on audit judgment. Audit judgment is one of the important components in the audit process that determines the quality of audit report results. The better the auditor's consideration, the higher the level of reliability of the audited financial statements. This research was conducted at Public Accounting Firms (KAP) operating in the Bekasi area. The variables used in this study consisted of audit judgment as a dependent variable, and independence, task complexity, and auditor experience as independent variables. The sampling technique was carried out using a non-probability sampling method, using a purposive sampling approach. The sample obtained was 12 companies with a total of 76 auditor respondents. The analysis method used is Structural Equation Modeling Partial Least Square (SEM-PLS) by measuring three stages: outer model test, inner model test, and hypothesis test. The results of the study show that the three independent variables, namely independence, task complexity, and auditor experience, have a positive and significant influence on audit judgment. This means that the higher the level of auditor independence, the more complex the tasks handled, and the more experience the auditor has, the better the audit considerations will be in the audit decision-making process. The implications of this study underscore the importance of maintaining and improving the quality of auditor professionalism, through continuous training, increasing flight hours, and maintaining an independent attitude in carrying out the audit process. In addition, the organization is also expected to provide adequate support for the sustainable development of auditor competencies. It is hoped that these findings can be an input for public accounting firms and related institutions in improving the quality of financial audit results and strengthening public trust in the auditor profession.

In the rapidly changing digital and global era, organizations are required to be adaptive and innovative to survive and compete sustainably. Employee performance is one of the strategic factors in supporting organizational success. This research is motivated by the urgency of improving performance through innovative work behavior (IWB) and work engagement, which are considered two key elements in addressing the challenges of modern organizations. The main objective of this study is to analyze the effect of IWB on employee performance and evaluate the mediating role of work engagement in this relationship. This study uses a quantitative approach with the Structural Equation Modeling Partial Least Square (SEM-PLS) method, and was conducted on employees of the Batu City Regional Disaster Management Agency (BPBD). The results of the analysis indicate that IWB has a positive and significant influence on work engagement and employee performance. In addition, work engagement is also proven to act as a partial mediator that strengthens the relationship between IWB and performance. This means that the higher the innovative behavior of employees, the higher their engagement in work, which ultimately has a positive impact on performance improvement. These findings enrich the theoretical literature, particularly supporting theoretical frameworks such as Social Exchange Theory, Self-Determination Theory, Job Demands-Resources Model, and Conservation of Resources Theory. Practical implications of this research suggest that organizations need to create a work environment that supports innovative behavior and enhances employee work engagement by providing autonomy, recognition, and opportunities for self-development. This research suggests further studies to explore other contextual factors, such as organizational culture, transformational leadership, and supervisor support, which have the potential to strengthen the relationship between IWB, work engagement, and employee performance in various organizational sectors.  

As one of the banking service providers in Indonesia, PT ABC employs more than 30,000 employees nationwide. As one of the largest banking institutions in the country, PT ABC encounters various challenges, particularly in the area of human resources. The increasing trend of employees leaving the company has led to a higher turnover intention rate at PT ABC compared to its competitors. This elevated intention to resign has become a critical concern for the company, as it directly impacts workplace stability and overall productivity. As a result, retaining employees has become a continuous challenge for the organization. This study aims to examine the influence of career advancement and compensation on employee turnover intention at PT ABC Area XYZ. In this research, career advancement and compensation are considered two key factors that affect employee loyalty. The research adopts a quantitative method with a descriptive approach. The sample consisted of 150 permanent employees of PT ABC Area XYZ, and data were collected using a questionnaire distributed via Google Forms. The data analysis techniques applied in this study include descriptive statistical analysis and the Structural Equation Modeling Partial Least Squares (SEM-PLS) method, using SmartPLS Version 4 software. The findings reveal that career advancement has a negative but statistically insignificant effect on turnover intention, whereas compensation has a significantly negative effect on turnover intention. This research is expected to provide valuable input, particularly for the Human Capital Management department, in developing strategies to retain employees and reduce turnover intention within the company.

This study aims to analyze the effect of service quality , brand image , and trust on the loyalty of BPJS Ketenagakerjaan participants in the Non-Wage Recipient (BPU) segment at the Situbondo Branch, with satisfaction as a mediating variable. The research method uses a quantitative approach with purposive sampling techniques and data collection through questionnaires distributed to 110 respondents who have been active participants for more than six months. Data analysis was carried out using the Structural Equation Modeling Partial Least Square (SEM-PLS) method. The results of the study indicate that service quality and trust have a significant effect on satisfaction, while brand image does not have a significant effect. Meanwhile, trust and satisfaction have a significant effect on loyalty, while service quality and brand image do not. Satisfaction is also proven to mediate the effect of trust on loyalty, but does not significantly mediate other variables. This finding implies that increasing participant trust and satisfaction is the main key in building BPU participant loyalty at BPJS Ketenagakerjaan Situbondo.

The purpose of this study is to examine how risk management techniques can reduce credit risk and increase liquidity in the Indonesian banking industry. It used quantitative methods and collected information from 130 banking professionals through a survey created on a Likert scale ranging from 1 to 5. The Structural Equation Modeling Partial Least Squares (SEM-PLS 3) approach was used to test the hypothesis. According to research, practicing efficient risk management techniques significantly lowers credit risk while increasing liquidity. The findings of this study emphasize the crucial importance of having a strong risk management framework due to its role in ensuring financial stability and enhancing the performance of the Indonesian banking sector. The conclusion of this study offers strategic benefits to banking institutions and policymakers in maximizing risk management procedures in the face of shifting economic conditions.