ABSTRAK Nama : Roswin Rosnim Djaafar Program Studi : Kajian Administrasi Rumah Sakit Judul : Analisis Pengaruh Fokus Pasar Dan Pelanggan Serta Pengelolaan Proses Layanan Terhadap Kinerja Rumah Sakit Omni Pulomas Tahun 2016 Penelitian ini bertujuan untuk menegtahui besarnya pengaruh fokus pasar dan pelanggan (pengetahuan pasar, pengetahuan pelanggan, hubungan pelanggan, kepuasan pelanggan) dan pengelolaan proses layanan terhadap kinerja operasional RS Omni Pulomas tahun 2016. Secara teoritis penelitian ini mengacu kepada konsep dari Malcolm Baldrige Criteria for Performance Excellence 2015. Penelitian ini merupakan penelitian survey dengan pendekatan kuantitatif, dimana data yang digunakan adalah data primer dengan memakai alat bantu kuesioner. Metode penelitian menggunakan metode analisis jalur atau disebut juga Path Analysis. Sampel penelitian diambil dari karyawan RS Omni Pulomas tahun 2016 dengan menggunakan stratified random sampling berdasarkan kelompok unit kerjanya. Hasil penelitian di temukan bahwa pengelolaan proses layanan di pengaruhi oleh pengaruh pengetahuan pelanggan, hubungan pelanggan dan kepuasan pelanggan. Pengetahuan pasar pada penelitian ini tidak berpengaruh terhadap pengelolaan proses layanan. Pengaruh langsung yang paling kuat korelasinya adalah kepuasan pelanggan dengan nilai koefisien korelasi 0,321 dan nilai p-value 0,000. Untuk pengaruh pengetahuan pelanggan, hubungan pelanggan, kepuasan pelanggan dan terhadap kinerja operasional RS Omni Pulomas ditemukan bahwa yang mempunyai  pengaruh langsung paling kuat adalah pengelolaan proses layanan dengan nilai koefisien korelasi 0,397 dan nilai p-value 0,000. Berdasarkan penelitian ini disarankan pada manajemen untuk melibatkan karyawan lebih banyak untuk pengenalan dan pemahaman karakteristik dari pasar dan pelanggan. Pihak manajemen perlu melakukan upaya terus menerus untuk melakukan evaluasi dan perbaikan pada proses kerja. Sistem informasi yang terintegrasi sebaiknya segera di implementasikan. Daftar Kepustakaan : 30 ( 2005-2015 )

ABSTRACT Name : Roswin Rosnim Djaafar Study Program: Kajian Administrasi Rumah Sakit Title : The Analysis of Market Focus Influences and Customer Focus and also Service Management Process To Operational Work In Omni Hospital Pulomas in 2016 This study has a purpose to know how much the influence of market focus and customer focus (market knowledge, customer knowledge, customer relationship, customer satisfaction) and also service management process to operational performance in Omni Hospital Pulomas in 2016. In Theory, this study is based on Malcolm Baldrige Croteria for Performance Excellence (MBCfPE), in Health Care Criteria for Performance Excellence 2015. This study is a survey study with quantitative approach, where the data that is used is a primary data by means of a questionaire help device. The methods that had been used by this study is Path Analysis. The Sample was taken from Omni Hospital Pulomas employee in 2016 using Stratified Random Sampling according to its work unit. The results show that service management process is affected by customer knowledege , customer relation and customer satisfaction. In this study it was found that market knowledge does not have an influence on the service management process. The biggest influence comes from customer satisfaction with a correlation coefficient value at 0,321 and p-value at 0,000. For the effect of customer knowledge, customer relation, customer satisfaction and service management process to Omni Pulomas Hospital operational performance, from this study it was found that the most influencing factor came from the service management process with a correlation value at 0,397 and p-value 0,000. In regards to this study it reccomends that the management in the hospital to involve more employee interaction with the market knowledge and customer related interaction to recognize more of market and customer characteristics. Management need to evaluate and make continous improvement for the service process and an integrated hospital information system needs to be implemented as soon as possible. Reference : 30 (2005-2015)