Pengujian service-profit chain pada instalasi rawat inap kelas VVIP di Rumah Sakit Umum tipe non pendidikan di Jawa Timur.

Susanti, Christina Esti (2010) Pengujian service-profit chain pada instalasi rawat inap kelas VVIP di Rumah Sakit Umum tipe non pendidikan di Jawa Timur. In: Seminar dan Konferensi Nasional, 12 Desmber 2010, Universitas Katolik Atmajaya Jakarta.

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Abstract

The objective of this research was to examine the service profit chain in VVIP hospitalization installation in non-educational general hospitals in East Java Province proposed by Heskett, et al., (1994). This issue was supposed to be worth studied due to an arising phenomenon that patients had tended to have their own preferences in selecting the hospitals where they expected to be cared in, instead of following the referrals recommended by their physicians. Such a condition definitely has driven tougher competitions among hospitals. In addition, in the line with the campaign of Healthy Indonesia Year 2010, the results gained from this research are supposed to contribute to successful achievements in the present health development in Indonesia. It was a cross-sectional causality research studying the effects of internal service quality variable to the patients’ interests through nurses’ job satisfaction, organization behavior, episode of quality care delivery, patients’ satisfaction, and patients’ satisfaction. The populations in this research comprised medical nurses assigned in VVIP hospitalization installation and patients cared in VVIP hospitalization installation. The samples in this research were paired, i.e.: the number of sample representing the nurses was the same as the one representing the patients. The nurses were sampled at random while the samples of patients were taken by judgmental random sampling. Each of the sample groups involved 169 respondents. In consistence with the title of this research, the research took place in non-educational hospitals in East Java Province. The statistical instrument employed for the research data processing was Partial Least Square (PLS) since it was highly precise to measure the validity of construct variable indicators. Before proceeding to next relevant data processing phase, each of the indicators was to be first suspended from the model in case the value of its loading factor was less than 0.5. The results of this research has proved that (1) the internal service quality significantly affected the nurses’ job satisfaction, (2) the nurses’ job satisfaction significantly affected the organizational citizenship behavior, (3) the nurses’ job satisfaction insignificantly affected the episode of quality care delivery, (4) the organizational citizenship behavior insignificantly affected the episode of quality care delivery, (5) the episode of quality care delivery significantly affected the patients’ satisfaction, and (6) the patients’ satisfaction significantly affected their interests. The recommendations addressed by the researcher are: (1) the management of non-educational general hospitals should pay attention to the studied variables since the outer values were considerable and significant, while the inner values showed the causality and (2) In future studies, researchers need to conduct trials to modify the model of service profit chain by, for instance, involving factors assumed to serve as moderating variables, such as backgrounds of nurses and episode of quality care delivery that make the effects variable of nurses’ job satisfaction and citizenship organization behavior to the episode of quality care delivery insignificant.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Service Profit Chain, Internal Service Quality, Nurses’ Job Satisfaction, Organizational Citizenship Behavior, Episode of Quality Care Delivery, Patients’ Satisfaction, Patients’ Interest.
Subjects: Business > Management
Divisions: Proceeding > Faculty of Business
Depositing User: Users 12 not found.
Date Deposited: 24 Feb 2015 03:27
Last Modified: 19 Jul 2016 02:40
URI: http://repository.wima.ac.id/id/eprint/1483

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