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Awwalunisa Aprilia Wijaya
Universitas 17 Agustus Surabaya
Humanities Economics, Econometrics & Finance Environmental Science Social Sciences Other

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Kontribusi E-Puskesmas dan Integrasi Layanan Primer (ILP) terhadapInternal Service Quality dan Kepuasan Kerja di Puskesmas Tebet Awwalunisa Aprilia Wijaya; Abdul Halik; Siti Mujanah
Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 2 (2026): May 2026 In Press
Publisher : Yayasan Pondok Pesantren Sunan Bonang Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61231/wbpa8s54

Abstract

Low patient satisfaction at Tebet Health Center reflects the need to improve Internal Service Quality (ISQ). Implementing e-Health Center and Primary Service Integration (ILP) has the potential to be a solution to improve ISQ, which ultimately impacts employee job satisfaction. This study used a quantitative cross-sectional design with a sample of 100 employees directly involved. Data were collected through structured questionnaires, semi-structured interviews, and observations. Instrument validity was tested with item-total correlation and reliability with cronbach’s alpha, meanwhile, data analysis used descriptive statistics and multiple linear regression. The research results reveal that partially, e-Health Center has a significant positive effect on ISQ (p-value = 0.000; t_{test}= 4.409) and ILP also has a significant positive effect on ISQ (p-value = 0.000$; ttest= 5.747$). Simultaneously, e-Health and ILP have a significant effect on ISQ (p-value = 0.000; Ftest = 31.108). Furthermore, it was found that the improvement of Internal Service Quality contributes positively and significantly to employee Job Satisfaction (p-value = 0.000; ttest= 4.780). The conclusion of this research confirms that e-Health and ILP are effective in improving ISQ, which directly implies an increase in employee job satisfaction at Tebet Health Center
Kontribusi E-Puskesmas dan Integrasi LayananPrimer (ILP) terhadapInternal Service Quality dan Kepuasan Kerja yang dimoderasi oleh kompetensi SDM di Puskesmas Tebet Awwalunisa Aprilia Wijaya; Hwihanus Hwihanus
Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 2 (2026): May 2026 In Press
Publisher : Yayasan Pondok Pesantren Sunan Bonang Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61231/sbvtzb10

Abstract

The suboptimal level of patient satisfaction at Tebet Health Center underscores the necessity of enhancing Internal Service Quality (ISQ). This study aims to evaluate the contribution of E-Health (E-Puskesmas) and Primary Service Integration (ILP) toward ISQ and its subsequent impact on employee job satisfaction, while examining the moderating role of Human Resources (HR) competence. Employing a quantitative cross-sectional design, data were gathered from 100 employees through structured questionnaires, observations, and interviews. Data analysis utilized multiple linear regression and Moderated Regression Analysis (MRA). The findings reveal that partially, E-Puskesmas ($p$-value = 0.000; $t_{test}$ = 4.409) and ILP ($p$-value = 0.000; $t_{test}$ = 5.747) exert a significant positive influence on ISQ. Simultaneously, both variables significantly enhance ISQ ($F_{test}$ = 31.108). Furthermore, this research identifies that HR competence acts as a significant moderator ($p$-value = 0.000; $t_{test}$ = 5.221), strengthening the relationship between digital transformation, service integration, and internal quality. An improved ISQ is shown to directly increase employee job satisfaction ($p$-value = 0.000; $t_{test}$ = 4.780). In conclusion, the synergy between technological adoption, systemic integration, and personnel competence is vital for optimizing internal performance and employee well-being at Tebet Health Center.
Co-Authors Abdul Halik Hwihanus Hwihanus Siti Mujanah