Penurunan mutu pelayanan Rumah Sakit Umum Pusat Dr. M. Djamil
merupakan penentu bagi kinerja rumah sakit sebagai perusahaan jasa.
Penurunan mutu pelayanan diindikasikan dengan penurunan rata-rata
pelayanan periode tahun 2008-2010 pada instalasi radiologi mencapai
11,29%, laboratorium 5,19%, farmasi 18,5%, instalasi rehabilitasi medik
3,74%, gizi 9,12%, pemulasan jenazah 11,86%, operasi 5,29%, dan hemo-
dialisa 3,62%. Penelitian ini bertujuan untuk menganalisis peranan soft
skills memoderasi sumber daya organisasi, keterikatan kerja, kinerja
karyawan dalam meningkatkan mutu pelayanan rumah sakit. Pengukuran
seluruh konstruksi dan indikator penelitian menggunakan kuesioner yang
disebarkan kepada 530 karyawan rumah sakit sebagai tenaga medis
maupun nonmedis yang dijadikan responden. Metode analisis data meng-
gunakan Structural Equation Modeling (SEM) dengan software. Hasil
penelitian menyimpulkan soft skills memoderasi sumber daya organisasi
berperan meningkatkan mutu pelayanan dengan standar koefisien sebesar
0,53. Soft skills memoderasi keterikatan kerja berperan meningkatkan
mutu pelayanan dengan koefisien standardize sebesar 0,62. Soft skills
memoderasi kinerja karyawan berperan meningkatkan mutu pelayanan
dengan standar koefisien sebesar 0,32.
The decline in the quality of service General Hospital Dr. M. Djamil is a de-
terminant for the performance of the Hospital as a service company. Decline
in service quality as indicated by the decline in average service period of
2008-2010 on radiological installations reached 11.29%, laboratory 5.19%,
pharmacy 18.5%, IRM 3.74%, 9.12% nutrition, smear bodies 11.86%, sur-
gery 5.29%, and hemodialysis 3.62%. This study aims to analyze the mo-
derating role of soft skills of organizational resources, work engagement,
employee performance in improving the quality of hospital care.
Measurement of whole constructs and indicators study used questionnaires
Peranan Moderasi Soft Skills dalam Meningkatkan Mutu
Pelayanan Rumah Sakit
Role of Soft Skills Moderation in Improving Quality of Hospital Care
Viviyanti Azwar
distributed to 530 employees at the Hospital as a medical or nonmedical
personnel who serve the respondent. The method of data analysis using
SEM (Structural Equation Modeling) with application software. The research
concludes soft skills moderating role of organizational resources to improve
the quality of service with a standardize coefficient of 0.53. Soft skills mo-
derating role of work engagement to improve the quality of service with a
standardize coefficient of 0.62. Soft skills moderating role of employee per-
formance to improve the quality of service with a standardize coefficient of
0.32.
