Analisis Motivasi dan Organizational Citizenship Behavior Terhadap Kualitas Layanan Rawat Inap (Studi pada Dokter) di RSUD Latemmamala Soppeng: Analysis of Motivation and Organizational Citizenship Behavior on Inpatient Service Quality (Study on Doctors) at Latemmamala Soppeng Hospital

Munawwarah, Munawwarah
Haeruddin, Haeruddin
Idris, Fairus Prihatin

Journal of Aafiyah Health Research (JAHR)
Vol. 5 No. 2 (2024): JULY-DECEMBER

ABSTRAK Latar Belakang: Motivasi pelayann publik merupakan general altruistic motivation untuk melayani kepentingan suatu komunitas, negara atau masyarakat, terdiri atas dimensi ­commitment to the public interest, compassion, public sacrifice. Organizational citizenship behavior (OCB) merupakan perilaku seorang yang rela melakukan sesuatu hal di luar job description-nya, terdiri atas altruism, conscientiousness, sportmanship, courtesy, civic virtue. Kualitas layanan merupakan upaya pemenuhan kebutuhan dan keinginan pelanggan. Tujuan: Untuk menganalisis pengaruh motivasi pelayan publik dan OCB terhadap kualitas layanan rawat inap di RSUD Latemmamala Soppeng. Metode: Penelitian ini merupakan penelitian kuantitatif dengan pendekatan cross sectional menggunakan metode survey yang mana dalam pengumpulan datanya digunakan kuisioner. Sampel dalam penelitian ini menggunakan teknik total sampling dan didapatkan 36 dokter yang bekerja di RSUD Latemmamala Soppeng. Hasil: Commitment to the public interest, compassion, sportmanship, dan courtesy berpengaruh terhadap kualitas layanan rawat inap (P value<0.05). Kesimpulan: Diharapkan kepada dokter di RSUD Latemmamala Soppeng untuk meningkatkan motivasi pelayanan publik, OCB, serta kualitas layanan rawat inapnya. ABSTRACT Background: Public service motivation is a general altruistic motivation to serve the interests of a community, country or society, consisting of dimensions of commitment to the public interest, compassion, public sacrifice. Organizational citizenship behavior (OCB) is the behavior of a person who is willing to do something outside his job description, consisting of altruism, conscientiousness, sportsmanship, courtesy, civic virtue. Service quality is an effort to fulfill customer needs and desires. Objective: To analyze the effect of public servant motivation and OCB on the quality of inpatient services at Latemmamala Soppeng Hospital. Method: This study is a quantitative study with a cross sectional approach using a survey method in which data collection is used questionnaires. The sample in this study used total sampling technique and obtained 36 doctors who work at Latemmamala Soppeng Hospital. Results: Commitment to the public interest, compassion, sportsmanship, and courtesy affect the quality of inpatient services (P value <0.05). Conclusion: It is expected for doctors at Latemmamala Soppeng Hospital to improve public service motivation, OCB, and the quality of inpatient services.