Determinasi Public Service Motivation, Kepuasan Kerja, dan Komitmen Organisasi dalam Peningkatan Kualitas Pelayanan Kesehatan

Lindawati Lindawati; Khairul Aswadi; Murni Murni

doi:10.61132/jbep.v3i3.2553

Authors

Lindawati Lindawati Universitas Islam Kebangsaan Indonesia
Khairul Aswadi Universitas Islam Kebangsaan Indonesia
Murni Murni Universitas Islam Kebangsaan Indonesia

DOI:

https://doi.org/10.61132/jbep.v3i3.2553

Keywords:

Healthcare Quality, Hospital Management, Job Satisfaction, Organizational Commitment, Public Service Motivation

Abstract

This study aims to evaluate and analyze the empirical impact of Public Service Motivation (PSM), job satisfaction, and organizational commitment on healthcare service quality at Avicenna Hospital, Bireuen Regency. Employing a quantitative approach with a causal explanatory research design, this study surveyed the entire nursing staff population comprising 102 registered nurses through a saturated sampling (census) technique. Primary data were gathered via structured questionnaires with a 5-point Likert scale and subjected to Multiple Linear Regression Analysis using SPSS version 26.0. Partial hypothesis testing demonstrated that Public Service Motivation exerts a positive and significant effect on healthcare service quality (tcount = 3.142 > ttable = 1.660; p = 0.002 < 0.05). Job satisfaction displays a dominant positive and significant impact (tcount = 4.060 > ttable = 1.660; p = 0.000 < 0.05). Organizational commitment also yields a positive and significant contribution (tcount = 2.190 > ttable = 1.660; p = 0.031 < 0.05). Simultaneously, all three independent variables significantly drive service quality improvements, yielding Fcount = 31.589 > Ftable = 2.69 (p = 0.000 < 0.05). The correlation coefficient (R = 0.701) signifies a strong association, while the coefficient of determination (R2 = 0.492) indicates that 49.2% of healthcare service quality variance is accounted for by these three factors, with the remaining 50.8% governed by unexamined external variables. Strategic policies must focus on strengthening intrinsic public values, improving work environment satisfaction, and fostering organizational identification.

Downloads

Download data is not yet available.

References

Armstrong, M., & Taylor, S. (2023). Armstrong's handbook of human resource management practice (16th ed.). Kogan Page.

Dessler, G. (2020). Human resource management (16th ed.). Pearson Education.

Donabedian, A. (2020). Evaluating the quality of medical care. The Milbank Quarterly, 83(4), 691–729. https://doi.org/10.1111/j.1468-0009.2005.00397.x

Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25 (9th ed.). Badan Penerbit Universitas Diponegoro.

Hasibuan, M. S. P. (2021). Manajemen sumber daya manusia. PT Bumi Aksara.

Kementerian Kesehatan Republik Indonesia. (2021). Standar pelayanan minimal rumah sakit dan mutu pelayanan kesehatan. Kementerian Kesehatan Republik Indonesia.

Kim, S., Vandenabeele, W., & Wright, B. E. (2021). Public service motivation in healthcare organizations: A multilevel analysis. Journal of Public Administration Research and Theory, 31(2), 245–261.

Locke, E. A. (2020). The nature and causes of job satisfaction. Handbook of Industrial and Organizational Psychology, 12(3), 1297–1349.

Luthans, F. (2021). Organizational behavior: An evidence-based approach (14th ed.). McGraw-Hill Education. https://doi.org/10.1108/978-1-64802-127-5

Meyer, J. P., Allen, N. J., & Smith, C. A. (2020). Commitment to organizations and occupations: Extension and test of a three-component conceptualization. Journal of Applied Psychology, 105(4), 538–551. https://doi.org/10.1037/0021-9010.78.4.538

Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2021). Human resource management: Gaining a competitive advantage (12th ed.). McGraw-Hill Education.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2021). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.

Perry, J. L. (1996). Measuring public service motivation: An assessment of construct reliability and validity. Journal of Public Administration Research and Theory, 6(1), 5–22. https://doi.org/10.1093/oxfordjournals.jpart.a024303

Perry, J. L., & Wise, L. R. (1990). The motivational bases of public administration. Public Administration Review, 50(3), 367–373. https://doi.org/10.2307/976618

Pratama, A., & Lestari, S. (2022). Pengaruh komitmen organisasi terhadap kinerja pegawai dan kualitas pelayanan. Jurnal Manajemen Pelayanan Kesehatan, 10(1), 45–56.

Robbins, S. P., & Judge, T. A. (2020). Organizational behavior (18th ed.). Pearson Education.

Rohman, A., & Nugroho, S. (2020). Pengaruh public service motivation terhadap kualitas pelayanan publik. Jurnal Administrasi Publik, 11(2), 78–89.

Sari, D. P., & Hidayat, R. (2021). Pengaruh kepuasan kerja terhadap kualitas pelayanan kesehatan. Jurnal Kesehatan Masyarakat, 9(2), 102–111.

Snell, S. A., Morris, S. S., & Bohlander, G. W. (2021). Managing human resources (18th ed.). Cengage Learning.

Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

Terry, G. R. (2019). Prinsip-prinsip manajemen (J. Smith, Penerj.). Bumi Aksara.

Vandenabeele, W. (2020). Re-examining public service motivation: Impact on public sector performance. Public Management Review, 22(5), 680–698.

World Health Organization. (2021). Quality health services: A core dimension of universal health coverage. World Health Organization.

Wright, B. E., & Grant, A. M. (2021). Unpacking public service motivation: Relational and altruistic drivers of performance in public healthcare. Journal of Public Administration, 29(4), 512–529.