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The effect of interpersonal communication, facilities and application-based registration on patient satisfaction with service quality as an intervening variable in the outpatient row RSUD Raja Ahmad Tabib Riau Island Province Herlina, Fetty; Rumengan, Angelina E.; Indrawan, Mohamad Gita
Journal of Multidisciplinary Academic and Practice Studies Vol. 1 No. 3 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v1i3.2357

Purpose: The purpose of this study was to analyze the effect of interpersonal communication, facilities, and ease of application-based registration on patient satisfaction with service quality as an intervening variable in the Outpatient Hospital Raja Ahmad Tabib Riau Islands Province. Research methodology: The research design used in this study was quantitative research with an associative type of research in the form of a causal relationship. The population in this study were outpatients who registered using the application totaling 5,818 people. The sample size was determined using the Slovin formula to obtain a sample size of 374 people. The data collection technique in this study was a Likert scale questionnaire, with instruments in the form of questionnaire sheets and Google Forms. The data analysis technique used in this study used the partial least squares (PLS) approach assisted by SmartPLS. Results: The results showed that direct interpersonal communication, facilities, and ease of application-based registration had a significant effect on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Island Province. Conclusions: Patient satisfaction is influenced by interpersonal communication, facilities, and application-based registration, with service quality acting as a key mediator to enhance overall service experience. Limitations: This study was conducted in a single hospital and limited to patients using application-based registration, thus reducing the generalizability of the findings. Future research should involve more hospitals and broader variables to gain deeper insights. Contribution: This research provides empirical evidence on the critical role of service quality as an intervening variable, offering practical insights for hospital management in improving digital health services and interpersonal interactions to increase patient satisfaction.

Determination of education level, competence and work environment in the intervening motivation on the performance of Health Centre Health Workers in Karimun District Indra, Indra; Wibisono, Chabulullah; Indrawan, Mohamad Gita
Journal of Multidisciplinary Academic and Practice Studies Vol. 2 No. 2 (2024): May
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v2i2.2406

Purpose: This study aimed to examine the influence of education level, competence, and work environment on the performance of Community Health Centre (Puskesmas) health workers in Karimun Regency, with work motivation analyzed as an intervening variable. Research Methodology: A quantitative approach was used with 139 health workers selected through the Slovin formula from a population of 631 individuals. Primary data were collected using questionnaires, supported by observations and interviews, while secondary data were obtained from official records. Partial Least Squares (PLS) analysis was employed with SmartPLS to test validity, reliability, structural relationships, and mediation effects. Results: The findings indicate that education level and work environment significantly influence both motivation and performance, while competence shows no significant direct effect on either motivation or performance. Motivation significantly enhances performance. Mediation testing revealed that motivation did not mediate the effect of education level and competence on performance but partially mediated the influence of the work environment on performance. Conclusions: The study concludes that while higher education and better work environments improve motivation and performance, competence development programs remain insufficient and have not significantly impacted the outcomes. Creating supportive work environments and fulfilling health workers’ basic needs are crucial for sustaining performance. Limitations: This study was limited to one district and relied on self-reported measures, which may affect generalizability and accuracy. Contribution: This study contributes to public sector human resource management by demonstrating the mediating role of motivation and highlighting the importance of education and workplace conditions in strengthening health workers’ performance.

Determination of workload, work facilities and communication on employee performance through job satisfaction in regional revenue agency of Karimun District Dewi, Asmara; Indrawan, Mohamad Gita; Yanti, Sri
Journal of Multidisciplinary Academic and Practice Studies Vol. 2 No. 3 (2024): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v2i3.2414

Purpose: This study aims to determine and analyze the effect of workload, work facilities, and work environment on employee performance, with job satisfaction as a mediating variable at the Karimun Regency Regional Revenue Agency. Research Methodology: This study employed an associative causality design using a quantitative approach. Data were collected using questionnaires distributed to 102 respondents. Statistical analysis was conducted using SPSS and structural equation modeling-partial least squares (SEM-PLS) to test the direct and indirect relationships among variables. Results: The findings revealed that workload, work facilities, and communication each had a positive and significant direct effect on employee performance, with p-values of 0.041, 0.002, and 0.001, respectively. Job satisfaction also directly and significantly affected performance (p = 0.006). Although workload did not significantly influence job satisfaction (p = 0.065), work facilities (p = 0.003) and communication (p = 0.010) had significant effects. Mediation analysis showed that job satisfaction did not mediate the relationship between workload and performance (p = 0.553) but mediated the effect of work facilities (p = 0.003) and communication (p = 0.023) on performance. Conclusions: The study concludes that work facilities and communication play a stronger role in enhancing employee satisfaction and performance than workload, with job satisfaction acting as an important mediator. Limitations: This study was limited to one agency with a relatively small sample size, potentially constraining the generalizability of the findings. Contribution: This study contributes to the public sector human resource management literature by demonstrating how job satisfaction mediates workplace factors and performance. Practically, the findings provide insights for policymakers to improve employee outcomes through better facilities and communication strategie.

The effect of interpersonal communication, facilities and application-based registration on patient satisfaction with service quality as an intervening variable in the outpatient row RSUD Raja Ahmad Tabib Riau Island Province Herlina, Fetty; Rumengan, Angelina E.; Indrawan, Mohamad Gita
Journal of Multidisciplinary Academic and Practice Studies Vol. 1 No. 3 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v1i3.2357

Purpose: The purpose of this study was to analyze the effect of interpersonal communication, facilities, and ease of application-based registration on patient satisfaction with service quality as an intervening variable in the Outpatient Hospital Raja Ahmad Tabib Riau Islands Province. Research methodology: The research design used in this study was quantitative research with an associative type of research in the form of a causal relationship. The population in this study were outpatients who registered using the application totaling 5,818 people. The sample size was determined using the Slovin formula to obtain a sample size of 374 people. The data collection technique in this study was a Likert scale questionnaire, with instruments in the form of questionnaire sheets and Google Forms. The data analysis technique used in this study used the partial least squares (PLS) approach assisted by SmartPLS. Results: The results showed that direct interpersonal communication, facilities, and ease of application-based registration had a significant effect on patient satisfaction in the outpatient department of Raja Ahmad Tabib Hospital, Riau Island Province. Conclusions: Patient satisfaction is influenced by interpersonal communication, facilities, and application-based registration, with service quality acting as a key mediator to enhance overall service experience. Limitations: This study was conducted in a single hospital and limited to patients using application-based registration, thus reducing the generalizability of the findings. Future research should involve more hospitals and broader variables to gain deeper insights. Contribution: This research provides empirical evidence on the critical role of service quality as an intervening variable, offering practical insights for hospital management in improving digital health services and interpersonal interactions to increase patient satisfaction.

Determination of education level, competence and work environment in the intervening motivation on the performance of Health Centre Health Workers in Karimun District Indra, Indra; Wibisono, Chabulullah; Indrawan, Mohamad Gita
Journal of Multidisciplinary Academic and Practice Studies Vol. 2 No. 2 (2024): May
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v2i2.2406

Purpose: This study aimed to examine the influence of education level, competence, and work environment on the performance of Community Health Centre (Puskesmas) health workers in Karimun Regency, with work motivation analyzed as an intervening variable. Research Methodology: A quantitative approach was used with 139 health workers selected through the Slovin formula from a population of 631 individuals. Primary data were collected using questionnaires, supported by observations and interviews, while secondary data were obtained from official records. Partial Least Squares (PLS) analysis was employed with SmartPLS to test validity, reliability, structural relationships, and mediation effects. Results: The findings indicate that education level and work environment significantly influence both motivation and performance, while competence shows no significant direct effect on either motivation or performance. Motivation significantly enhances performance. Mediation testing revealed that motivation did not mediate the effect of education level and competence on performance but partially mediated the influence of the work environment on performance. Conclusions: The study concludes that while higher education and better work environments improve motivation and performance, competence development programs remain insufficient and have not significantly impacted the outcomes. Creating supportive work environments and fulfilling health workers’ basic needs are crucial for sustaining performance. Limitations: This study was limited to one district and relied on self-reported measures, which may affect generalizability and accuracy. Contribution: This study contributes to public sector human resource management by demonstrating the mediating role of motivation and highlighting the importance of education and workplace conditions in strengthening health workers’ performance.

Determination of workload, work facilities and communication on employee performance through job satisfaction in regional revenue agency of Karimun District Dewi, Asmara; Indrawan, Mohamad Gita; Yanti, Sri
Journal of Multidisciplinary Academic and Practice Studies Vol. 2 No. 3 (2024): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v2i3.2414

Purpose: This study aims to determine and analyze the effect of workload, work facilities, and work environment on employee performance, with job satisfaction as a mediating variable at the Karimun Regency Regional Revenue Agency. Research Methodology: This study employed an associative causality design using a quantitative approach. Data were collected using questionnaires distributed to 102 respondents. Statistical analysis was conducted using SPSS and structural equation modeling-partial least squares (SEM-PLS) to test the direct and indirect relationships among variables. Results: The findings revealed that workload, work facilities, and communication each had a positive and significant direct effect on employee performance, with p-values of 0.041, 0.002, and 0.001, respectively. Job satisfaction also directly and significantly affected performance (p = 0.006). Although workload did not significantly influence job satisfaction (p = 0.065), work facilities (p = 0.003) and communication (p = 0.010) had significant effects. Mediation analysis showed that job satisfaction did not mediate the relationship between workload and performance (p = 0.553) but mediated the effect of work facilities (p = 0.003) and communication (p = 0.023) on performance. Conclusions: The study concludes that work facilities and communication play a stronger role in enhancing employee satisfaction and performance than workload, with job satisfaction acting as an important mediator. Limitations: This study was limited to one agency with a relatively small sample size, potentially constraining the generalizability of the findings. Contribution: This study contributes to the public sector human resource management literature by demonstrating how job satisfaction mediates workplace factors and performance. Practically, the findings provide insights for policymakers to improve employee outcomes through better facilities and communication strategie.

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