Electronic Theses and Dissertation

Tujuan dari penelitian ini adalah untuk menganalisis pengaruh komitmen organisasi dan kualitas pelayanan terhadap kepuasan pasien dimediasi oleh kinerja pegawai baik secara langsung maupun tidak langsung. tehnik pengambilan sampel yang digunakan yaitu proportionate stratified random sampling dengan jumlah responden sebanyak 150 responden, sedangkan tehnik analisa data yang digunakan yaitu structural equation model. hasil penelitian menemukan bahwa komitmen organisasi dan kualitas pelayanan berpengaruh siqnifikan terhadap kepuasan pasien; kepuasan pasien berpengaruh siqnifikan terhadap kinerja pegawai; komitmen organisasi dan kualitas pelayanan secara langsung tidak berpengaruh signifikan terhadap kinerja pegawai, namun pengaruhnya ditemukan secara tidak langsung melalui kepuasan pasien. dalam penelitian ini kepuasan pasien berperan sebagai mediasi sempurna antara pengaruh komitmen organisasi dan kualitas pelayanan terhadap kinerja pegawai. hasil penelitian ini menunjukkan bahwa dalam rangka meningkatkan kepuasan pasien harus focus terhadap peningkatan kinerja pegawai berbasis komitmen organisasi dan peningkatan kualitas pelayanan. kata kunci: komitmen organisasi, kualitas pelayanan, kepuasan pasien, kinerja pegawai

The purpose of the study was to analyze the effect of organizational commitment and quality of service on patient satisfaction mediated by employee performance either directly or indirectly. The sampling technique used is proportionate stratified random sampling with the number of respondents as many as 150 respondents, while the data analysis technique used is structural equation model. The results of the study found that organizational commitment and quality of service have a significant effect on patient satisfaction; patient satisfaction has a significant effect on employee performance; Organizational commitment and service quality directly have no significant effect on employee performance, but the effect is found indirectly through patient satisfaction. In this study patient satisfaction acted as a perfect mediation between the influence of organizational commitment and quality of service on employee performance. The results of this study show that in order to increase patient satisfaction must focus on improving employee performance based on organizational commitment and improving the quality of service. Keywords: Organizational Commitment, Quality of Service, Patient Satisfaction, Employee Performance.