Analisis Kinerja Petugas Rawat Jalan Guna Menunjang Mutu Pelayanan di Rumah Sakit Mitra Anugrah Lestari Cimahi [Performance Analysis of Outpatient Officers to Support Quality of Services at Mitra Anugrah Lestari Cimahi Hospital]

M Dana Prihadi, Jihan Yuliani

Abstract


The officer's performance is the result of employee achievement, assessed in terms of quality or quantity based on the work standards that have been determined by the party. Service quality is the overall characteristics of services that demonstrate its ability to satisfy the needs of consumers. Based on preliminary study results there is a patient complaint to the officer. The purpose of this research is to mngetahui how well the service is given outpatient officers. In line with research problems and hypotheses, this research was implemented using survey design that samples from one population and used questionnaires as a basic data collection tool. The study used samples of 99 patients. The sampling techniques in this study used proportional random sampling techniques. Quantitative analysis in this study will be used for validity testing and reliability testing with Cronbach's ALPA. To test the hypothesis using simple linear regression. All testing using the SPSS 24 computer program. The results showed as many as 99 patients stated that the Mal Hospital service was reliable, very good and knowledgeable, in working on the task, can be seen from the research results as many as 48 people (48.5%) Stating reliable Officers, 25 people (25.3%) expressed competence and 26 persons (26.2%) Stating the officers have good knowledge.

Keywords


personel performance, outpatient, service quality

Full Text:

PDF

References


Assauri, S. (2003). Customer service yang baik landasan pencapaian customer satisfaction. Usahawan, 1(32), 25-30.

Depkes. 2008. Pencegahan dan Penatalaksanaan Asfiksia Neonatorum. Jakarta: Dinkes RI. hal 8-6.

Ghozali, I. (2012). Imam Ghozali. 2012. Aplikasi analisis multivariate dengan program ibm spss, 20.

Kotler, P., & Keller, K. (2011). Marketing management 14th edition. Prentice Hall. Mangkunegara, A. P. (2002). Perilaku Konsumen, Edisi Revisi, Refika Aditama,

Bandung.

Siagian, S. P. (1995). Teori Motivasi dan Aplikasi. Bina Aksara, Jakarta.

Sugiyono. 2010. Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung: CV Alfabeta. Tjiptono, F., Chandra, G., & Adriana, D. (2012). Pemasaran strategik. Yogyakarta: Andi. Wijono, D. (1999). Manajemen Mutu Pelayanan Kesehatan, teori, strategi dan aplikasi,

Vol 2.

Mustafa, Hasan. (2000). Teknik Sampling. Bandung: Alfabeta. Jiwo Wungku & Hartanto Brotoharsojo (2003). Tingkatkan Kinerja Perusahaan Anda Dengan Merit System. Murai Kencana

Palan, R. 2007. Competency Management. Teknik Mengimplementasikan Manajemen SDM berbasis Kompetensi untuk Meningkatkan Daya Saing Organisasi. Penerjemah: Octa Melia Jalal. Jakarta: Penerbit PPM.

Rivai, Veithzal.,dan Basri, Ahmad Fawzi Mohd. 2005. Performance Appraisal.

Jakarta: PT. Raja Grafindo Persada.

-----------, (2004). Manajemen Sumber Daya Manusia untuk Perusahaan: Dari Teori ke Praktik. Jakarta: Penerbit Raja Grafindo Persada.

Rivai, Veithzal dan Ella Jauvani Sagala, 2009. Manajemen Sumber Daya Manusia untuk Perusahaan. Jakarta: Raja Grafindo Persada.

Ruky, Achmad, S. 2003. Sistem Manajemen Kinerja. Jakarta: PT. Gramedia Pustaka Utama.

Robins SP, atal, 2006. Prilaku Organisasi ed 12, Jakarta: Salemba.

Sedarmayanti, (2009). Sumber Daya Manusia dan Produktivitas Kerja. Bandung: Mandar Maju.




DOI: https://doi.org/10.26499/jba.v7i1.21

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Jurnal Bina Administrasi

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.