PENGARUH FAKTOR INTERNAL DAN EKSTERNAL TENAGA FUNGSIONAL TERHADAP KUALITAS PELAYANAN DI RSUD RATU ZALECHA MARTAPURA

Tarania, Tarania (2024) PENGARUH FAKTOR INTERNAL DAN EKSTERNAL TENAGA FUNGSIONAL TERHADAP KUALITAS PELAYANAN DI RSUD RATU ZALECHA MARTAPURA. Masters thesis, Universitas Islam Kalimantan MAB.

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Abstract

Pelayanan kesehatan dapat dikatakan bermutu jika berorientasikan kepuasan pasien yang merupakan strategi utama bagi penyedia layanan kesehatan di Indonesia, salah satu strategi yang paling tepat dalam mengantisipasi adanya persaingan terbuka adalah melalui pendekatan mutu paripurna yang berorientasi pada proses pelayanan yang bermutu dan sesuai dengan keinginan pelanggan atau pasien. Kualitas Sumber daya manusia dipengaruhi oleh 2 (dua) faktor yaitu faktor internal yang meliputi usia, jenis kelamin, masa kerja, pengetahuan dan sikap serta faktor eksternal yang meliputi lingkungan kerja, kelompok kerja serta beban kerja yang berpengaruh dalam menjalankan pekerjaan. Penelitian ini bertujuan untuk menguji dan menganalisa: (1) pengaruh signifikan faktor internal pengetahuan tenaga fungsional terhadap kualitas pelayanan di RSUD Ratu Zalecha Martapura, (2) pengaruh signifikan faktor internal sikap tenaga fungsional terhadap kualitas pelayanan di RSUD Ratu Zalecha Martapura, (3) pengaruh signifikan faktor eksternal lingkungan kerja tenaga fungsional terhadap kualitas pelayanan di RSUD Ratu Zalecha Martapura, (4) pengaruh signifikan faktor eksternal karakteristik kelompok tenaga fungsional terhadap kualitas pelayanan di RSUD Ratu Zalecha Martapura, dan (5) pengaruh signifikan faktor eksternal beban kerja tenaga fungsional terhadap kualitas pelayanan di RSUD Ratu Zalecha Martapura. Penelitian ini merupakan penelitian kuantitatif dengan pendekatan kausalitas. Penelitian ini bermaksud untuk mencari penjelasan dalam bentuk hubungan sebab akibat (cause-effect) antar beberapa konsep atau beberapa variabel. Populasi dalam penelitian ini adalah tenaga fungsional di Rumah Sakit Ratu Zalecha Martapura yang berjumlah 483 orang. Sampel diambil dengan teknik random sampling (probability sampling) dan dihitung menggunakan rumus Slovin dengan taraf kesalahan 10% dan jumlah populasi (N) sebanyak 483 orang, sehingga didapat jumlah sampel (S) sebanyak 83 orang. Peneliti menggunakan skala Likert untuk mengukur variabel. Teknik pengumpulan data yang digunakan antara lain observasi, kuisioner, dan studi literatur. Peneliti menggunakan uji validitas dan uji reliabilitas untuk uji instrumen. Teknik analisis data yang digunakan dalam penelitian ini adalah analisis regresi linear berganda. Hasil analisis menunjukkan bahwa: (1) faktor internal pengetahuan secara parsial berpengaruh signifikan terhadap variabel kualitas pelayanan, (2) faktor internal sikap secara parsial berpengaruh signifikan terhadap variabel kualitas pelayanan, (3) faktor internal lingkungan kerja secara parsial berpengaruh signifikan terhadap variabel kualitas pelayanan, (4) faktor eksternal kelompok kerja secara parsial tidak berpengaruh signifikan terhadap variabel kualitas pelayanan, dan (5) faktor eksternal beban kerja secara parsial berpengaruh signifikan terhadap variabel kualitas pelayanan. Health services can be said to be of quality if they are oriented towards patient satisfaction which is the main strategy for health service providers in Indonesia, one of the most appropriate strategies in anticipating open competition is through a plenary quality approach that is oriented towards quality service processes and in accordance with the wishes of customers or patients. . The quality of human resources is influenced by 2 (two) factors, namely internal factors which include age, gender, years of service, knowledge and attitudes as well as external factors which include the work environment, work group and workload which affect the carrying out of work. This study aims to examine and analyze: (1) the significant effect of the internal factor on the quality of service in Ratu Zalecha Martapura Hospital, (2) the significant effect of the internal factor on the attitude of functional staff on the quality of service in Ratu Zalecha Martapura Hospital, (3) the effect significant external factors of the work environment of functional staff on service quality at Ratu Zalecha Martapura Hospital, (4) significant effect of external factors on the characteristics of functional staff groups on service quality at Ratu Zalecha Martapura Hospital, and (5) significant influence of external factors on functional staff workload on quality services at Ratu Zalecha Martapura Regional Hospital. This research is quantitative research with a causality approach. This study intends to seek explanations in the form of cause-effect relationships between several concepts or several variables. The population in this study was 483 functional staff at Ratu Zalecha Martapura Hospital. Samples were taken using random sampling technique (probability sampling) and calculated using the Slovin formula with an error rate of 10% and a total population (N) of 483 people, so that a total sample (S) of 83 people was obtained. Researchers use a Likert scale to measure variables. Data collection techniques used include observation, questionnaires, and literature studies. Researchers used the validity test and reliability test to test the instrument. The data analysis technique used in this study is multiple linear regression analysis. The results of the analysis show that: (1) the internal factor of knowledge partially has a significant effect on the service quality variable, (2) the internal factor of attitude partially has a significant effect on the service quality variable, (3) the internal factor of the work environment partially has a significant effect on the service quality variable , (4) external factors of work groups partially have no significant effect on service quality variables, and (5) external factors of workload partially have a significant effect on service quality variables.

Item Type: Thesis (Masters)
Uncontrolled Keywords: pengetahuan, sikap, lingkungan kerja, kelompok kerja, beban kerja, dan kualitas pelayanan Keywords: knowledge, attitude, work environment, work groups, workload, and quality of servi
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Muhammad Faisal Perdana Putera
Date Deposited: 03 Feb 2024 02:57
Last Modified: 03 Feb 2024 02:57
URI: http://eprints.uniska-bjm.ac.id/id/eprint/19844

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