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All Journal Jurnal Minds: Manajemen Ide dan Inspirasi Journal La Sociale
Saputra, Riski Novian Indra
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Influence of Perceived Service Quality Dimensions on Patients Satisfaction Santoso, Anita Sevira; Saputra, Riski Novian Indra; Oktisari, Puni; Bernarto, Innocentius
Journal La Sociale Vol. 5 No. 4 (2024): Journal La Sociale
Publisher : Borong Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journal-la-sociale.v5i4.1234

Abstract

The purpose of this study was to examine perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu. The research approach uses quantitative with a questionnaire as a data collection tool. The sampling technique in this study used purposive sampling which obtained 196 respondents. The results of the study explain that perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability have a very significant effect on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu.
Understanding Employee Performance: Policy, Culture, and Job Satisfaction in Hospitals Saputra, Riski Novian Indra; Suciningtias, Marlyn; Irawati, Jovita
Jurnal Minds: Manajemen Ide dan Inspirasi Vol 13 No 1 (2026): June
Publisher : Management Department, Universitas Islam Negeri Alauddin Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/minds.v13i1.63096

Abstract

This study examines how policy implementation and organizational culture shape employee performance through job satisfaction in a Type C hospital in Central Java. It contributes to the literature by clarifying how policy execution and cultural mechanisms jointly translate into performance outcomes via everyday satisfaction processes in healthcare settings. Using a qualitative design, data were collected from six informants across service units and analyzed through thematic techniques. Findings indicate that clear and consistently communicated policies enhance task clarity and motivation, whereas poorly socialized changes generate uncertainty and workload strain. A collaborative culture reinforces positive behaviors and organizational attachment, while job satisfaction emerges from interpersonal relations, recognition, facilities, and balanced workloads. These dynamics position satisfaction as a central mediating mechanism linking structural and cultural factors to performance. The findings imply that hospitals should strengthen policy socialization, recognition systems, and collaborative culture to sustain employee performance.
Co-Authors Innocentius Bernarto, Innocentius Irawati, Jovita Oktisari, Puni Santoso, Anita Sevira Suciningtias, Marlyn