KOMITMEN MANAJEMEN, PEMASARAN INTERNAL, KEPUASAN KERJA KARYAWAN DAN PERILAKU POSITIF KARYAWAN DALAM MEMPENGARUHI KUALITAS PELAYANAN RUMAH SAKIT (STUDI PADA RUMAH SAKIT TIPE B DAN C DI KALIMANTAN TENGAH)
ABSTRACT: This research aims
to know and evaluate the influence of 1) management commitment on service
quality both direct and indirect through internal marketing, employee job
satisfaction and employee positive attitude; 2) internal marketing on service
quality direct and indirect through employee job satisfaction and employee
positive attitude; 3) employee job satisfaction on service quality direct and
indirect throuht employee positive attitude, 4) employee positive attitude on
service quality. Population of the research are all functional or section
medical staffs, financial and supporting instalation section staffs that have
close relation with customer in Rumah Sakit Umum Daerah (RSUD) of B and C types
in Center Kalimantan. Sample unit of service provider is management (leader of
SMF or leader of section and installation units who provide direct service to
customer), medical employee (doctor,nurse, and other mrdical employee) and non-medical
employee-and customer - patients and their families. Technique of collecting
data is done by using three mean-for management level by using census, for
medical and non-medical staffs by using accidental and for customer by using
purposive sampling. Data are then analyzed by using descriptive analysis and
inferential statistic. To evaluated the influence among variables, the research
uses structural equation model (SEM) analysis with partial least square (PLS).
Result of the research prove that management commitment has direct significant
influence on service quality, internal marketing, employee job satisfaction and
employee positive attitude. It also influences indirectly significant on
service quality and employee positive attitude through internal marketing and
employee job satisfaction partially. Internal marketing has direct significant
influence on employee positive attitude and service quality but does not have
influence on employee job satisfaction. There is not direct influence of
internal marketing on employee job satisfaction and employee positive attitude
and service quality. Employee job satisfaction has direct significant influence
on service quality and employee positive attitude but does not have indirect
influence on servece quality through employee positive attitude because
employee positive attitude does not have influence on service quality.
Keywords: Management
Commitment, Internal Marketing, Employee Job Satisfaction, Employee Positive
Attitude and Service Quality
Penulis: Lelo Sintani
Kode Jurnal: jpmanajemendd090032
Pesan jurnal yang anda butuhkan disini.... >>> KLIK DISINI <<<
