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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)
Tujuan dari penelitian ini adalah untuk menemukan faktor-faktor manajemen yang berhubungan terhadap kepuasan kerja dokter spesialis di RS OMNI Alam Sutra. Penelitian ini dengan metode penelitian penyebaran kuesioner, dimana penelitian ini bersifat deskriptif analitik yaitu suatu penelitian yang mencoba menggali bagaimana dan mengapa fenomena ketidak puasan kerja dokter rumah sakit OMNI. Penelitian ini menggunakan pendekatan potong lintang yaitu suatu penelitian untuk mempelajari dinamika korelasi antara variabel bebas dan terikat dengan cara pengumpulan data sekaligus pada suatu saat. Pada penelitian ini dilakukan analisis secara bertingkat, yaitu (1). Analisis univariat, (2). Analisis Bivariat, (3). Analisis Multivariat.
Dari hasil penelitian di dapatkan Berdasarkan hasil analisis multivariat, variabel independen yang berpengaruh terhadap kepuasan kerja responden yaitu kebijakan dan aturan rumah sakit (p-value=0,001) dengan OR = 7 yang artinya kebijakan dan aturan rumah sakit yang baik akan berpeluang 7 kali lebih besar memberikan kepuasan kerja yang baik terhadap responden dibanding dengan kebijakan dan aturan RS yang kurang baik serta variable kelengkapan alat (p-value=0,003) dengan OR = 5,9 yang artinya kelengkapan alat yang baik akan berpeluang 5,9 kali lebih besar memberi kepuasan kerja yang baik terhadap responden dibanding dengan kelengkapan alat yang kurang baik. Dari hasil penelitian dapat disimpulkan bahwa adanya faktor-faktor manajemen yang berhubungan terhadap kepuasan kerja dokter spesialis di rumah sakit OMNI Alam Sutra.
The purpose of this study was to find factors related to satisfaction management specialists working in hospitals OMNI Alam Sutra. This research studies the spread of the questionnaire method, which is a descriptive analytic study is a study that tries to explore how and why the phenomenon of workplace dissatisfaction OMNI hospital doctors. This research approach is a cross-sectional study to study the dynamics of the correlation between the dependent variable and tied to the data collected at the same time at some point. In this research, the analysis in stages, namely (1). Univariate analysis, (2). Bivariate analysis, (3). Multivariate Analysis.
From the results of research in getting Based on multivariate analysis, the independent variables that affect the job satisfaction of respondents that the policies and rules of the hospital (p-value = 0.001) with OR = 7, which means the policy and rules of good hospitals will likely 7 times more likely good job satisfaction among respondents compared with the policies and rules as well as hospitals that are less variable completeness of the tool (p-value = 0.003) with OR = 5.9, which means completeness good tools will likely provide 5.9 times greater job satisfaction well to the respondents compared with unfavorable completeness tools. From the results of this study concluded that the factors relating to satisfaction management specialists working in OMNI Alam Sutra Sutra hospital.
ABSTRAK Dalam usaha untuk meningkatkan kualitas SDM terutama para manajer Rumah Sakit anggota Hermina Hospital Group adalah dengan mengetahui hubungan antara kompetensi, beban kerja dan kinerja. Penelitian ini bertujuan untuk mengetahui pengaruh langsung dan tidak langsung serta besarannya antara variabel kompetensi, beban kerja dan kinerja manajer di RS anggota Hermina Hospital Group tahun 2013. Metode penelitian dilakukan dengan metode SEM-PLS (Structured Equation Model - Partial Least Squares). Hasil yang didapatkan adalah adanya hubungan langsung dan tidak langsung yang positif dan signifikan antara kompetensi dengan kinerja, adanya hubungan yang positif dan signifikan antara kompetensi dengan beban kerja, serta adanya hubungan yang positif dan tidak signifikan antara beban kerja dengan kinerja.
ABSTRACT This thesis designed to improve the quality of human resources, focusing on the managers of hospital branches of Hermina Hospital Group. The limit set on to investigate the relationships between competence, workload and performance. This study aimed to determine the direct and indirect effect as well as the number between competence, workload and performance of managers at hospital branches of Hermina Hospital Group in 2013.The research method was conducted using SEM-PLS (Structured Equation Model - Partial Least Squares). The research was able to obtained results of a direct and indirect relationships which are positive and with significant correlation between competence and performance, a positive ad significant relationship between competence and workload, as well as a positive and not significant relationship between workload and performance.
COVID-19 situation is started from march 2020, this condition make hospitals to have adaption with condition. We should to take care staff who work in hospitals with this condition, Emergency staff should be take care, because they are facing patients with covid firstly, Staff who facing COVID patients in Emergency is doctor and nurse Emergency Siloam Hospital Lippo Village The aim of research is to identify doctor and nurse satisfaction in pandemic era, this research use non experimental method and data will be proceed with quantitative, data will be analysis with Rank Spearman analysis to see correlation between job security, incentive, work environment, communication with job satisfaction and will determine most factor which dominant for job satisfaction Result of this research show there are correlation between job security, incentive, work environment, communication with job satisfaction with significant value less than 0.05 and communication is dominant factor to determine job satisfaction with coefficient correlation value is 0.781