INOVASI LAYANAN, KINERJA KARYAWAN, KEPUASAN PASIEN DAN KUALITAS LAYANAN PADA RUMAH SAKIT

Abstract

This study aims to analyze the influence of service innovation and employee performance on patient satisfaction mediated by service quality in Level III Brawijaya Hospital Surabaya. The research is motivated by the high rate of patient complaints about hospital services in Indonesia, reaching 60% in 2023, as well as the importance of service innovation and employee performance in improving service quality and patient satisfaction. The research employs a quantitative approach with a descriptive and causal design. Data were collected through questionnaires distributed to hospital patients and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. The variables studied include service innovation, employee performance, service quality, and patient satisfaction, with indicators adapted from the SERVQUAL model. The results indicate that service innovation and employee performance have a positive and significant effect on service quality, which in turn significantly impacts patient satisfaction. Furthermore, service quality is proven to mediate the relationship between service innovation and employee performance on patient satisfaction. These findings highlight the importance of integrating service innovation and improving employee performance to create optimal service quality and enhance patient satisfaction. This study contributes theoretically to the development of literature related to healthcare service management and provides practical recommendations for Level III Brawijaya Hospital Surabaya to continue investing in service innovation, employee training, and service quality measurement to sustainably improve patient satisfaction.