Electronic Theses and Dissertation

Latar Belakang: Pelayanan rumah sakit yang efektif merupakan indikator penting dalam peningkatan mutu layanan kesehatan. Efektivitas pelayanan dipengaruhi oleh berbagai faktor manajerial, khususnya penerapan fungsi manajemen pelayanan yang meliputi perencanaan, pengorganisasian, pelaksanaan, dan pengendalian (POAC). Di Rumah Sakit Ibnu Sina Aceh Besar, masih terdapat tantangan dalam optimalisasi manajemen pelayanan yang berdampak pada efektivitas pelayanan. Tujuan: Penelitian ini bertujuan untuk menganalisis hubungan dan pengaruh struktural antara penerapan manajemen pelayanan (perencanaan, pengorganisasian, pelaksanaan, dan pengendalian) terhadap efektivitas pelayanan di Rumah Sakit Ibnu Sina Aceh Besar. Metode: Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Populasi penelitian adalah seluruh pegawai yang terlibat dalam pelayanan di Rumah Sakit Ibnu Sina Aceh Besar dengan teknik total sampling. Data dikumpulkan menggunakan kuesioner yang telah diuji validitas dan reliabilitasnya. Analisis data dilakukan menggunakan pendekatan Structural Equation Modeling–Partial Least Square (SEM-PLS). Hasil: Hasil penelitian menunjukkan bahwa seluruh fungsi manajemen pelayanan memiliki pengaruh struktural positif dan signifikan terhadap efektivitas pelayanan. Pelaksanaan merupakan fungsi manajemen dengan pengaruh paling dominan, diikuti oleh pengendalian, pengorganisasian, dan perencanaan. Kesimpulan: Penerapan manajemen pelayanan memiliki pengaruh struktural yang signifikan terhadap efektivitas pelayanan. Pelaksanaan menjadi faktor utama, sehingga peningkatan efektivitas pelayanan perlu difokuskan pada optimalisasi pelaksanaan dan pengendalian pelayanan.

Kata Kunci: manajemen pelayanan, perencanaan, pengorganisasian, pelaksanaan, pengendalian, efektivitas pelayanan, rumah sakit
 

Background: Effective hospital service is an important indicator of improving the quality of healthcare services. Service effectiveness is influenced by various managerial factors, particularly the implementation of service management functions, including planning, organizing, actuating, and controlling (POAC). At Ibnu Sina Hospital Aceh Besar, challenges remain in optimizing service management, which may affect service effectiveness. Objective: This study aimed to analyze the relationship and structural effect between the implementation of service management, consisting of planning, organizing, actuating, and controlling, and service effectiveness at Ibnu Sina Hospital Aceh Besar. Methods: This study used a quantitative approach with a cross-sectional design. The study population consisted of all employees involved in service delivery at Ibnu Sina Hospital Aceh Besar, using a total sampling technique. Data were collected using a questionnaire that had been tested for validity and reliability. Data analysis was conducted using the Structural Equation Modeling–Partial Least Square (SEM-PLS) approach. Results: The results showed that all service management functions had a positive and significant structural effect on service effectiveness. Actuating was the management function with the most dominant effect, followed by controlling, organizing, and planning. Conclusion: The implementation of service management had a significant structural effect on service effectiveness. Actuating was the main factor; therefore, efforts to improve service effectiveness should focus on optimizing service implementation and strengthening service controlling. Keywords: service management, planning, organizing, actuating, controlling, service effectiveness, hospital