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PENGARUH TOTAL QUALITY SERVICE DAN KEPUASAN PASIEN TERHADAP KINERJA PEGAWAI RSUD LASINRANG KABUPATEN PINRANG
No full textThis study aims to determine the Influence of Total Quality Service and Patient Satisfaction on the Performance of Employees at Lasinrang Hospital, Pinrang Regency. This study uses a quantitative method with a causal associative approach. The population of this study were patients who had visited Lasinrang Hospital more than once with a sample of 94 respondents, obtained through a purposive sampling method. Data collection was carried out by distributing questionnaires with a Likert scale. The data analysis techniques used were validity, reliability, normality, and multiple regression tests. With data management using SPSS version 22. The results of the study showed that service quality had a positive and significant effect on employee performance, patient satisfaction had a positive and significant effect on employee performance. Based on the results of the study, it is recommended for the management of Lasinrang Hospital to continue to improve the quality of service and patient satisfaction in order to support improved employee performance, which in turn can improve the quality of hospital services as a whole.
Keywords: service quality, patient satisfaction, employee performance, Lasinrang HospitalPenelitian ini bertujuan untuk mengetahui Pengaruh Total Quality Service dan Kepuasan Pasien Terhadap Kinerja Pegawai RSUD Lasinrang Kabupaten Pinrang. Penelitian ini menggunakan motode kuantitatif dengan pendekatan asosiatif kausal. Populasi dari penelitian ini adalah pasien yang telah berkunjung lebih dari satu kali ke RSUD Lasinrang dengan sampel sebanyak 94 responden, yang didapatkan melalui metode teknik purposive sampling. Pengumpulan data dilakukan melalui penyebaran kuesioner dengan skala Likert. Teknik analisis data yang digunakan adalah uji validitas, reliabilitas, normalitas, dan regresi berganda. Dengan mengelola data menggunakan SPSS versi 22. Hasil penelitian menunjukan bahwa quality service berpengaruh positif dan signifikan terhadap kinerja pegawai, kepuasan pasien berpengaruh positif dan signifikan terhadap kinerja pegawai. Berdasarkan hasil penelitian, disarankan bagi manajemen RSUD Lasinrang untuk terus meningkatkan kualitas pelayanan dan kepuasan pasien guna mendukung peningkatan kinerja pegawai, yang pada gilirannya dapat meningkatkan mutu pelayanan rumah sakit secara keseluruhan.
Kata Kunci: quality service, kepuasan pasien, kinerja pegawai, RSUD Lasinran
