Green Organizational Culture Sebagai Mediasi Kualitas Pelayanan dan Kinerja Tenaga Kesehatan Terhadap Kepuasan Pasien RSUD Di Sulawesi Selatan
DOI:
https://doi.org/10.57218/jkj.Vol4.Iss4.1930Kata Kunci:
Green organizational culture, Kepuasan pasien, Kinerja nakes, Kualitas pelayanan, RSUDAbstrak
Persaingan rumah sakit di era globalisasi semakin ketat, dimana RSUD masih menghadapi kendala, seperti waktu tunggu lama, keterampilan komunikasi tenaga kesehatan yang terbatas, dan kurangnya kepedulian lingkungan. Green organizational culture diyakini dapat memperkuat hubungan kualitas pelayanan dan kinerja tenaga kesehatan terhadap kepuasan pasien, Tujuan penelitian untuk mengeksplorasi peran green organizational culture sebagai mediasi pada pengaruh kualitas pelayanan dan kinerja nakes dalam meningkatkan kepuasan pasien RSUD di Sulawesi Selatan. Jenis penelitian ini ialah penelitian kuantitatif dengan metode survey cross-sectional dengan menerapkan structural equation modelling dengan pendekatan SEM-PLS. Populasi dalam penelitian ini ialah seluruh pasien rawat jalan di RSUD Sulawesi Selatan dimana pengambilan sampelnya menggunakan teknik cluster random sampling dengan sampel 350 responden. Hasil penelitian menunjukkan bahwa Kualitas pelayanan green organizational culture (β = 0.177; p = 0.000), Kinerja nakes green organizational culture (β = 0.625; p = 0.000), Kualitas pelayanan, kepuasan pasien (β = 0.225; p = 0.000), Kinerja nakes, Kepuasan pasien (β = 0.452; p = 0.000), Green organizational culture, Kepuasan pasien (β = 0.208; p = 0.004), Mediasi: Kualitas pelayanan, GOC, Kepuasan pasien (β = 0.037; p = 0.021), Kinerja nakes, GOC, Kepuasan pasien (β = 0.130; p = 0.005). Model menjelaskan 64,2% variabilitas kepuasan pasien (R² = 0.642). Kesimpulan bahwa terdapat kontribusi, pengaruh serta peran green organizational culture sebagai mediasi pada pengaruh kualitas pelayanan dan kinerja Nakes dalam meningkatkan kepuasan pasien RSUD di Sulawesi Selatan termasuk memperkuat pengaruh kualitas pelayanan dan kinerja tenaga kesehatan terhadap kepuasan pasien.
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