Kontribusi E-Puskesmas dan Integrasi Layanan Primer (ILP) terhadapInternal Service Quality dan Kepuasan Kerja di Puskesmas Tebet
DOI:
https://doi.org/10.61231/wbpa8s54Keywords:
E-Health, Primary Service Integration, Internal Service Quality, Job Satisfaction, Tebet Health CenterAbstract
Low patient satisfaction at Tebet Health Center reflects the need to improve Internal Service Quality (ISQ). Implementing e-Health Center and Primary Service Integration (ILP) has the potential to be a solution to improve ISQ, which ultimately impacts employee job satisfaction. This study used a quantitative cross-sectional design with a sample of 100 employees directly involved. Data were collected through structured questionnaires, semi-structured interviews, and observations. Instrument validity was tested with item-total correlation and reliability with cronbach’s alpha, meanwhile, data analysis used descriptive statistics and multiple linear regression. The research results reveal that partially, e-Health Center has a significant positive effect on ISQ (p-value = 0.000; t_{test}= 4.409) and ILP also has a significant positive effect on ISQ (p-value = 0.000$; ttest= 5.747$). Simultaneously, e-Health and ILP have a significant effect on ISQ (p-value = 0.000; Ftest = 31.108). Furthermore, it was found that the improvement of Internal Service Quality contributes positively and significantly to employee Job Satisfaction (p-value = 0.000; ttest= 4.780). The conclusion of this research confirms that e-Health and ILP are effective in improving ISQ, which directly implies an increase in employee job satisfaction at Tebet Health Center
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Anderson, B., Taylor, J., & Roberts, C. (2023). Usability challenges in healthcare IT systems: A study on user adoption of health information technologies. International Journal of Healthcare Technology and Management, 18(4), 345–361. https://doi.org/10.1007/s10916-023-01134-9
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (2020). Refining internal service quality: Lessons from the SERVQUAL model. Journal of Service Research, 23(1), 45–59. https://doi.org/10.1177/1094670520908919
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Chen, L., Zhang, J., & Li, W. (2023). Real-time data analytics in healthcare: Applications in decision-making. Journal of Medical Data Analytics, 7(1), 34–49. https://doi.org/10.1007/s11656-023-01022-7
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Dinas Kesehatan DKI Jakarta. (2021). Laporan tahunan pelayanan kesehatan.
Haldane, V., Koh, G. C. H., & Foo, C. D. (2019). Primary health care systems and universal health coverage: Challenges and opportunities. BMJ Global Health, 4(3), e001453. https://doi.org/10.1136/bmjgh-2019-001453
Johnson, D., Lee, H., & Park, J. (2023). The role of digital health solutions in enhancing patient experience: Insights from Southeast Asia. Digital Health Research Journal, 10(2), 200–219. https://doi.org/10.1177/14604582231103899
Kang, Y., & Busser, J. A. (2022). Internal service quality, job satisfaction, and service performance in healthcare: A SERVQUAL-based approach. Journal of Healthcare Management, 27(1), 67–85. https://doi.org/10.1177/14604582221104356
Kaur, G., Singh, P., & Rana, T. (2023). Impact of online registration systems on reducing patient wait times: A case study. International Journal of Health Informatics, 9(1), 76–89. https://doi.org/10.1177/14604582231102388
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