Pengaruh Beban Kerja dan Profesionalisme Karyawan terhadap Kualitas Pelayanan dan Kepuasan Pasien di RS CH Kendal
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Institusion
Sekolah Tinggi Ilmu Ekonomi Bank Bpd Jawa Tengah
Author
Dwi, Erika
Subject
H Social Sciences (General)
Datestamp
2024-03-22 04:40:23
Abstract :
The Emergency Department, an integral part of hospitals, plays a crucial role in providing healthcare services. Type D hospitals like RS CHK, which might not have adequate General Practice Outpatient Clinics, often have to handle both emergency and non-emergency patients in the emergency department. This increases the workload for nurses in the emergency department. This research aims to examine the impact of workload and employee professionalism on service quality and patient satisfaction, both directly and through other influencing factors. Conducted using a quantitative method, the research collected data samples from the emergency department. The data was derived from monthly activity reports spanning five months, from February to June 2023. The selected data analysis methods encompass validity tests, reliability tests, and hypothesis testing. Partial Least Square (PLS) analysis was conducted using the Smart PLS program. The research findings indicate that workload has a positive and significant effect on patient satisfaction and service quality. Service quality has a negative and significant impact on patient satisfaction. Employee professionalism shows a negative and significant influence on patient satisfaction but a positive and significant impact on service quality.
The Emergency Department, an integral part of hospitals, plays a crucial role in providing healthcare services. Type D hospitals like RS CHK, which might not have adequate General Practice Outpatient Clinics, often have to handle both emergency and non-emergency patients in the emergency department. This increases the workload for nurses in the emergency department. This research aims to examine the impact of workload and employee professionalism on service quality and patient satisfaction, both directly and through other influencing factors. Conducted using a quantitative method, the research collected data samples from the emergency department. The data was derived from monthly activity reports spanning five months, from February to June 2023. The selected data analysis methods encompass validity tests, reliability tests, and hypothesis testing. Partial Least Square (PLS) analysis was conducted using the Smart PLS program. The research findings indicate that workload has a positive and significant effect on patient satisfaction and service quality. Service quality has a negative and significant impact on patient satisfaction. Employee professionalism shows a negative and significant influence on patient satisfaction but a positive and significant impact on service quality.
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