CORRELATION OF OUTPATIENT SERVICE PROCEDURES WITH EFFECTIVENESS, NON-PHYSICAL WORK ENVIRONMENT AND EMPLOYEE PERFORMANCE IN RS X
Navella Restina(a), Noermijati (b), Nikma Fitriasari (c)
(a,c)Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya Malang,
(b)Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang,
Abstract
Outpatient services are a priority service for hospitals so efforts need to be made to improve service quality. One effort that can be done is to develop appropriate service procedures. Appropriate service procedures guarantee an increase in the quality of outpatient services to be effective by taking into account the comfort factors of the non physical work environment and employee performance. This study aims to determine the relationship between outpatient service procedures with service effectiveness, non-physical work environment and employee performance at X Hospital. The study used a correlational quantitative design with a cross sectional approach involving all members of the population as a sample of Outpatient Unit employees. X Hospital as many as 38 respondents. Sampling was carried out in April 2019 by distributing questionnaires. Data were analyzed using the Spearman correlation coefficient. Analysis of service procedure relations with service effectiveness, service effectiveness and employee performance has a correlation coefficient of 0.790 (very strong), 0.536 (strong enough) and 0.259 (weak). The results of the study state that service procedures have a correlation with the effectiveness of services and non-physical work environment, but are not related to employee performance.
Keywords: Outpatient Services, Service Procedures, Service Effectiveness, Work Convenience, Employee Performance
Topic: Human Resources Management