ANALISIS HUBUNGAN BEBAN KERJA, MOTIVASI KERJA DAN KETERAMPILAN SDM TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT
DOI:
https://doi.org/10.31004/prepotif.v9i1.38656Keywords:
Beban Kerja, Keterampilan Perawat, Kualitas Pelayanan Medis, Motivasi Kerja, Perawat, Rumah SakitAbstract
Konsumen di negara berkembang semakin menyadari hak mereka atas pelayanan kesehatan yang berkualitas. Dalam sistem pelayanan rumah sakit, perawat merupakan kelompok tenaga kerja terbesar yang berperan penting dalam menentukan mutu layanan serta membantu dalam proses penyembuhan seorang pasien. Oleh karena itu, penting bagi manajemen rumah sakit untuk memahami faktor-faktor yang memengaruhi kualitas pelayanan dari sisi sumber daya manusia, khususnya perawat. Penelitian ini merupakan studi kuantitatif dengan pendekatan cross-sectional dan desain survei analitik. Data dikumpulkan melalui kuesioner terstruktur menggunakan skala Likert 5 poin dan dianalisis secara statistik untuk mengidentifikasi hubungan antar variabel serta menguji hipotesis yang menjadi acuan. Sebanyak 73 responden yang merupakan perawat di bangsal rawat inap dipilih melalui teknik total sampling. Hasil penelitian menunjukkan adanya hubungan positif dan signifikan antara beban kerja (p=0,001), motivasi kerja (p=0,000), dan keterampilan perawat (p=0,004) terhadap kualitas pelayanan rumah sakit. Uji multivariat menunjukkan bahwa motivasi kerja memiliki pengaruh paling besar terhadap kualitas pelayanan (p=0,001; OR=0,092; 95% CI: 0,024–0,356). Temuan ini memberikan kontribusi penting bagi pengelolaan rumah sakit, terutama dalam upaya meningkatkan kualitas layanan melalui pendekatan manajemen sumber daya manusia. Peningkatan motivasi kerja perawat disarankan menjadi fokus utama dalam strategi peningkatan mutu layanan, karena terbukti memberikan pengaruh signifikan terhadap persepsi dan pencapaian standar pelayanan kesehatan.References
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