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Penurunan mutu pelayanan Rumah Sakit Umum Pusat Dr. M. Djamilmerupakan penentu bagi kinerja rumah sakit sebagai perusahaan jasa.Penurunan mutu pelayanan diindikasikan dengan penurunan rata-ratapelayanan periode tahun 2008-2010 pada instalasi radiologi mencapai11,29%, laboratorium 5,19%, farmasi 18,5%, instalasi rehabilitasi medik3,74%, gizi 9,12%, pemulasan jenazah 11,86%, operasi 5,29%, dan hemo-dialisa 3,62%. Penelitian ini bertujuan untuk menganalisis peranan softskills memoderasi sumber daya organisasi, keterikatan kerja, kinerjakaryawan dalam meningkatkan mutu pelayanan rumah sakit. Pengukuranseluruh konstruksi dan indikator penelitian menggunakan kuesioner yangdisebarkan kepada 530 karyawan rumah sakit sebagai tenaga medismaupun nonmedis yang dijadikan responden. Metode analisis data meng-gunakan Structural Equation Modeling (SEM) dengan software. Hasilpenelitian menyimpulkan soft skills memoderasi sumber daya organisasiberperan meningkatkan mutu pelayanan dengan standar koefisien sebesar0,53. Soft skills memoderasi keterikatan kerja berperan meningkatkanmutu pelayanan dengan koefisien standardize sebesar 0,62. Soft skillsmemoderasi kinerja karyawan berperan meningkatkan mutu pelayanandengan 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. Declinein service quality as indicated by the decline in average service period of2008-2010 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 questionnairesPeranan Moderasi Soft Skills dalam Meningkatkan MutuPelayanan Rumah SakitRole of Soft Skills Moderation in Improving Quality of Hospital CareViviyanti Azwardistributed to 530 employees at the Hospital as a medical or nonmedicalpersonnel who serve the respondent. The method of data analysis usingSEM (Structural Equation Modeling) with application software. The researchconcludes soft skills moderating role of organizational resources to improvethe 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 astandardize coefficient of 0.62. Soft skills moderating role of employee per-formance to improve the quality of service with a standardize coefficient of0.32. |
