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All Journal Jurnal Manajemen dan Inovasi (MANOVA) Digital Innovation : International Journal Of Management
Rahmawati, Dwi Yana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analysis of Public Satisfaction Index in Kedungadem Public Health Center: Evaluation of Service Quality in Semester II, 2024 Rahmawati, Dwi Yana; Siswati, Ayu; Mujanah, Siti; Alifianto, Achmad Yanu
Jurnal Manajemen dan Inovasi (MANOVA) Vol. 8 No. 2 (2025): July
Publisher : Management Department, Faculty of Islamic Economics and Business, Universitas Islam Negeri Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15642/manova.v8i2.2071

Abstract

Objective – This study aims to evaluate the quality of public services and obtaim feedback on the performance of services provided to the community for continuous improvement of service performance based on the Public Satisfaction Index (IKM) at the Kedungadem Health Center in Semester II of 2024. Methodology – This research uses a quantitative descriptive approach through surveys to 100 respondents each from 14 villages and 13 types of health services. The score was measured using data processing techniques for analyzing the IKM. The survey instrument uses a questionnaire that is compiled based on 9 service elements determined by govemment regulations. Findings – The overall IKM value of the Kedungadem Health Center service is 85.40. which is categorized in the "Good" category. However, the element of Handling Complaints with a value of 66.55 and Product Specifications of Service Types, especially toilet cleanliness with a value of 72.45 in the "'Not Good" category so that it still needs to be improved. Research limitations/implications – This study was only conducted in one health center and only covered a period of one semester. Practical implications – The results can be used as evaluation material for health service managers in improving service quality in certain aspects. Originality/value – This research presents the practical application of IKM in evaluating and improving public services in the health sector, especially in health centers.
The Influence of Innovative Work Behaviour, Upskilling, and Work Ethic on Health Worker Performance through Intention to Stay as an Intervening Variable at RSUD Sumberrejo Rahmawati, Dwi Yana; Mujanah, Siti; Nugroho, Riyadi
Digital Innovation : International Journal of Management Vol. 3 No. 1 (2026): January: Digital Innovation : International Journal of Management
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/digitalinnovation.v3i1.619

Abstract

This study aims to analyze the influence of Innovative Work Behaviour, Upskilling, and Work Ethic on the Health Workers Performance with Intention to Stay as an intervening variable at RSUD Sumberrejo. The background of this research stems from challenges in improving service quality, high workload, and the need to strengthen competency and retention among health workers. The study employs a quantitative approach using a survey method through the distribution of questionnaires, with data analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) through SmartPLS version 4.0. The population consists of 216 employees, and the sampling technique used is non-probability sampling, resulting in 140 respondents. The findings reveal that Innovative Work Behaviour, Work Ethic, and Intention to Stay have a significant positive effect on the performance of health workers. In addition, Innovative Work Behaviour and Work Ethic significantly influence Intention to Stay. However, Upskilling shows a positive but non-significant effect on both Intention to Stay and Performance, indicating that skill enhancement requires managerial support and motivation to contribute effectively to employee performance. Intention to Stay serves as a mediating variable in several relationships among the constructs. Strengthening innovative behaviour, work ethic, and competency development, accompanied by appropriate retention strategies, is essential for improving the performance of health workers in regional hospitals. Future studies are recommended to develop the research model by incorporating additional variables that may have stronger effects on Intention to Stay and Performance. Keywords: Innovative Work Behaviour; Upskilling, Work Ethic; Intention to Stay; Health Workers Performance
Co-Authors Achmad Yanu Aliffianto Riyadi Nugroho Siswati, Ayu Siti Mujanah