GULTOM, MIKARIA (2024) PENGARUH HUMAN CAPITAL MANAGEMENT, AGILITAS ORGANISASI, DAN PERSEPSI DUKUNGAN ORGANISASI TERHADAP KUALITAS PELAYANAN DIMEDIASI KOMITMEN ORGANISASIONAL DI SENTRA MEDIKA HOSPITAL GROUP. S3 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research aims to analyze the influence of Human Capital Management (HCM), organizational agility, and perceived organizational support on the quality of hospital services mediated by organizational commitment. The novelty of this research is measuring the quality of hospital services using the 2022 Ministry of Health accreditation standards and organizational commitment as mediating variables. This research was conducted at hospitals that are members of the Sentra Medika Hospital Group (SMHG) network which have carried out an accreditation assessment to the Ministry of Health standards in 2022. The population of this study is the Hospital Accreditation Team (RS) which is tasked with preparing, carrying out, and following up on the Accreditation assessment by the Hospital Accreditation Committee (KARS) in 2022, totaling 656 people. The sampling method was stratified random sampling and the research sample consisted of 253 people. Research hypothesis testing uses SEM with the help of PLS software version 3.2.9. This research found that perceived organizational support has a positive and significant effect on the quality of hospital services and is the most dominant variable influencing the quality of hospital services and organizational commitment. Organizational agility has a positive and significant effect on the quality of hospital services. HCM has a positive and significant effect on the quality of hospital services. Organizational commitment has a positive and significant effect on the quality of hospital services. Organizational commitment mediates the influence of HCM, organizational agility, and perceived organizational support on the quality of hospital services. The novelty of this research is measuring the quality of hospital services using the Ministry of Health's 2022 accreditation standards and measuring organizational commitment to changes that occur in hospitals. Keywords: Human Capital Management, Organizational Agility, Perceptions of Organizational Support, Hospital Service Quality, and Organizational Commitment Penelitian ini bertujuan menganalisis pengaruh Human Capital Management (HCM), agilitas organisasi, dan persepsi dukungan organisasi terhadap kualitas pelayanan rumah sakit dimediasi oleh komitmen organisasional. Penelitian ini dilakukan di rumah sakit yang tergabung dalam jaringan Sentra Medika Hospital Group (SMHG) yang telah melaksanakan penilaian akreditasi dengan standar Kementerian Kesehatan tahun 2022. Populasi penelitian ini adalah tim Akreditasi Rumah Sakit yang berjumlah 656 orang dan bertugas untuk mempersiapkan, melaksanakan, dan menindaklanjuti penilaian Akreditasi yang diselenggarakan oleh Komite Akreditasi Rumah Sakit (KARS) pada tahun 2022. Metode pengambilan sampel menggunakan stratified random sampling dan sampel penelitian berjumlah 253 orang. Pengujian hipotesis penelitian menggunakan software SEM-PLS versi 3.2.9. Hasil penelitian sebagai berikut: persepsi dukungan organisasi berpengaruh positif signifikan terhadap kualitas pelayanan rumah sakit. Agilitas organisasi berpengaruh positif signifikan terhadap kualitas pelayanan rumah sakit. HCM berpengaruh positif signifikan terhadap kualitas pelayanan rumah sakit. Komitmen organisasional berpengaruh positif signifikan terhadap kualitas pelayanan rumah sakit. Komitmen organisasional memediasi pengaruh HCM, agilitas organisasi dan persepsi dukungan organisasional terhadap kualitas pelayanan rumah rumah sakit. Kebaruan penelitian ini adalah pengukuran kualitas pelayanan rumah sakit dengan menggunakan standar akreditasi Kementerian Kesehatan tahun 2022 dan pengukuran komitmen organisasional terhadap perubahan yang terjadi dalam RS. Kata kunci: Human Capital Management, Agilitas Organisasi, Persepsi Dukungan Organisasi, Kualitas Pelayanan Rumah Sakit, dan Komitmen Organisasional
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