PENGARUH KEMAMPUAN KERJA, MOTIVASI DAN KEPUASAN TERHADAP KUALITAS PELAYANAN RAWAT JALAN DI RUMAH SAKIT JAKARTA

Abstract

ABSTRACT

The purpose of this study was to determine the effect of Nurse’s Work Ability, Nurse’s Work Motivation, and Patient’s Satisfaction on Service Quality at  Hospital Jakarta. Based on the phenomena that occur about the lack of quality of services provided by hospitals to patients, strategies and policies are needed to improve the quality of hospital services to the public.

The research method used was a survey method with a causal approach. The study population was all of the patients  which were amounted to 500 people. The sample in this study was taken by using a simple random sampling technique with the Slovin formula, which as a result 83 samples were obtained.

The method of data collection was done through a questionnaire instrument in the form of a rating scale. Furthermore, the data that had been compiled was tested by using the validity test, reliability test, normality of the data and requirements test of the classic assumptions. In this study, the data analysis method used was path analysis.

The results of the study showed that: 1) There was a positive and significant effect on the nurse’s work ability on the patient’s satisfaction at hospital Jakarta 2) There was a positive and significant effect of nurse’s work motivation on the patient’s satisfaction at hospital  Jakarta. 3) There was a positive and significant effect of nurse’s work ability on the service quality at  Hospital Jakarta. 4) There was a positive and significant effect of nurse’s work motivation on the service quality at  Hospital Jakarta. 5) There was a positive and significant effect of patient’s satisfaction on the service quality at  Hospital Jakarta