The Impact of Nurses Training and Competence on the Quality of Inpatient Services in Bandung Hospital

Ade Sudrajat; Dyah Bayu Framesthi

doi:10.24198/jmpp.v8i1.52361

The Impact of Nurses Training and Competence on the Quality of Inpatient Services in Bandung Hospital

Ade Sudrajat, Dyah Bayu Framesthi

Abstrak

By using an explanatory descriptive research design, this study proposes to measure the influence of nurse training and competence on service quality. This research used field studies and literature observations, as well as conducting observations, interviews, and distributing questionnaires to 31 respondents of nurses and patients who utilize the service. Research and data analysis show that training affects service quality by 0.756, competency affects service quality by 0.491, and training and both together affect service quality by 0.805 and the rest is influenced by additional factors that were not researched. When viewed from its dimensions, training and competency have a very good and significant influence on the quality of inpatient services at Bandung (city) Hospital. As a result, good service quality can be achieved, one strategy that can be taken is to improve the quality of human resources through providing training and continuously increasing the competency of nurses.

Kata Kunci

Competence; Inpatient Service Quality; Training

Teks Lengkap:

PDF (English)

Referensi

Aiken L, Cimiotti J, Sloane D, Smith H, Flynn L, & Neff D. (2011). The Effects of Nurse Staffing and Nurse Education on Patient Deaths in Hospitals With Different Nurse Work Environments. Med Care [revista en Internet] 2011 [acceso 17 de noviemgbre de 2020]; 49(12): 1047-1053. Medical Care, 49(12), 1047–1053. https://doi.org/10.1097/MLR.0b013e3182330b6e.The

Akhtar, S. (2023). The Effect of Training and Development Methods on Employee Satisfaction and Performance in Commercial Banks. Management Dynamics in the Knowledge Economy, 11(1), 30–47. https://doi.org/10.2478/mdke-2023-0003

Ampoamah, P. (2016). “The Effect of Training and Development on Employee Performance in a Private Tertiary Institution in Ghana” (Case Study: Pentecost University College (Puc) - Ghana). Asian Journal of Social Sciences and Management Studies, 3(1), 29–33. https://doi.org/10.20448/journal.500/2016.3.1/500.1.29.33

Anggita, T., Suryoputro, A., & Sugiarto, Y. (2021). Factors Associated With The Utilization of Healthcare Facility Among The Elderly in X Hospital Semarang. 6(1269).

Ardiansyah, I. A. (2022). Pengaruh Kompetensi Pegawai Terhadap Kualitas Pelayanan (Studi Kasus Di Kantor Kecamatan Kiaracondong Kota Bandung). KarismaPro, 12(2), 9–16. https://doi.org/10.53675/karismapro.v12i2.504

Arsita, R., & Idris, H. (2019). the Relationship of Hospital Cost, Service Quality and Patient Satisfaction. Jurnal Ilmu Kesehatan Masyarakat, 10(2), 132–138. https://doi.org/10.26553/jikm.2019.10.2.132-138

Bahrambeygi, F., Roozbahani, R., Shojaeizadeh, D., Sadeghi, R., Nasiri, S., Ghazanchaei, E., & Ehsanmaleki, S. (2019). Evaluation of the effects of E-learning on nurses’ behavior and knowledge regarding venous thromboembolism. Tanaffos, 18(4), 338–345.

Buamona, H. (2021). Rebuilding Private Hospital According to Indonesian Health Law Politics. Veteran Law Review, 4(2), 80–93.

Elizar, E., & Tanjung, H. (2018). Pengaruh Pelatihan, Kompetensi, Lingkungan Kerja terhadap Kinerja Pegawai. Maneggio: Jurnal Ilmiah Magister Manajemen, 1(1), 46–58. https://doi.org/10.30596/maneggio.v1i1.2239

Elnaga, A., & Imran, A. (2013). The Effect of Training on Employee Performance. European Journal of Business and Management, 5(4), 137–147.

Fransisko, F., Asmu’i, A., & Yuliani, R. (2021). The Quality of Inpatient Child Health Services at RSUD Dr. Doris Sylvanus Palangka Raya. Jurnal Manajemen Pelayanan Publik, 4(2), 146. https://doi.org/10.24198/jmpp.v4i2.29947

Han, H. S., & Kemple, K. M. (2006). Components of social competence and strategies of support: Considering what to teach and how. Early Childhood Education Journal, 34(3), 241–246. https://doi.org/10.1007/s10643-006-0139-2

Hendra, T., & Widyarini, A. M. (2017). Effect Of Competence On The Performance Of Civil Servants In The Office Of Public Works And Housing Ministry Of The Center Of Sumatra. Eko Dan Bisnis, 8(1).

Hidayat, H., & Lubis, R. S. (2019). The Effect of Service Quality on the Hospital Image in Batam. Journal of Applied Managerial Accounting, 1(1), 1–8. https://doi.org/10.30871/jama.v1i1.1240

Iskamto, D. (2022). Analysis of The Impact of Competence on Performance: An Investigative In Educational Institutions. Asian International Journal of Business, 1(1), 68–76. https://doi.org/10.54099/aijb.v1i1.74

Kesuma IAW, Hadiwidjojo D, & Wiagustini NLP. (2013). Customer Relationship Management as Mediation Variable (Study on Private Hospital Industry in Denpasar). International Journal of Business and Commerce., 2(12), 1–14.

Mulang, H. (2021). The Effect of Competences, Work Motivation, Learning Environment on Human Resource Performance. Golden Ratio of Human Resource Management, 1(2), 84–93. https://doi.org/10.52970/grhrm.v1i2.52

Novitasari, D. (2022). Hospital Quality Service and Patient Satisfaction: How The Role of Service Excellent and Service Quality? Journal of Information Systems and Management, 01(01), 29–36. https://jisma.org/index.php/jisma/article/view/255

Parasuraman A Parsu, A. Zeithaml, V., & L Berry, L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.

Rachman, M. M., Handayani, C. . M. S., & Sugijanto, S. (2022). Influence of Intellectual Ability on Lecturers’ Performance and Competencies. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 15(1), 107–120. https://doi.org/10.20473/jmtt.v15i1.34437

Sahambangung, I., Mantiri, M., & Sampe, S. (2021). Kualitas Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Lapangan Sawang Kabupaten Kepulauan Siau Tagulandang Biaro. Jurnal Governance, 1(2), 2.

Sahertian, H. J., & Satriobudi., V. J. (2016). Pengaruh Kompetensi Intelektual, Kompetensi Emosional, Dan Kompetensi Sosial Terhadap Kinerja Guru Sma Swasta Di Kota Malang. Journal of Management Studies, 10(2), 126–149. https://journal.trunojoyo.ac.id/kompetensi/article/viewFile/3520/2591

Salami, Y., Daniel, C. O., Muritala, T. A., Ibrahim, U. A., & Nwoye, M. I. (2022). Impact of Training and Development on the Performance of Public Hospitals in Abuja-FCT, Nigeria. Journal of Human Resource and Sustainability Studies, 10(03), 418–432. https://doi.org/10.4236/jhrss.2022.103025

Saputri, P., Lorenza, D., Asriani, A., & ZA, S. Z. (2020). The Influence of Training and Development To Employee Performance. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01), 133–140. https://doi.org/10.29040/ijebar.v4i01.928

Septiani, A. (2016). Pengaruh Faktor-Faktor Kualitas Pelayanan terhadap Kepuasan Pasien di Instalasi Gawat Darurat RSUD Kabupaten Sumedang. Coopetition, VII(Maret), 1–21.

Setiawan, B., Choerunnisa, R. R., & Caswadi. (2022). Evaluasi Pelayanan Publik Pada Poli Umum RSUD Kota Bandung Budi Setiawan. Prosiding KNIA, 1(1), 102–110.

Songgigilan, G., Frederik, W. M. A., & Londa, J. E. L. (2021). Perlindungan Hukum terhadap Pasien dalam Mendapatkan Pelayanan Kesehatan pada Masa Covid-19 Berdasarkan UU RI No.36 tahun 2009. Lex Administratum, IX(7), 25–34.

Sugiat, A. P., & Atmawinata, M. R. (2023). Strategi Peningkatan Mutu Pelayanan Dan Keselamatan Pasien Di Rumah Sakit Umum Daerah Kota Bandung. 6681(6), 406–414.

Susilowati, R., & Veranita, M. (2020). Analisa Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien (Studi Kasus Pasien Rawat Inap Rsud Sumedang). Jurnal EKBIS, 8(2), 45–53.

Sutaguna, I. N. T., Yusuf, M., Ardianto, R., & Wartomo, P. (2020). The Effect of Motivation and Work Discipline on Employee Performance. Asian Journal of Management Entrepreneurship and Social Science, 03(1), 429–435. https://doi.org/10.36555/almana.v4i3.1492

Suyanto, S. (2018). Competence and discipline on work motivation and the implication on working performance. European Research Studies Journal, 21(1), 570–587. https://doi.org/10.35808/ersj/971

Veranita, M., & Purwanto, B. H. (2023). Implementation Of Business Process Reengineering ( BPR ) In Courier Business Services To Improve The Quality Of Public Services. Jurnal Manajemen Pelayanan Publik, 07(02), http://dx.doi.org/10.24198/jmpp.v7i2.50929. http://dx.doi.org/10.24198/jmpp.v7i2.50929

DOI: https://doi.org/10.24198/jmpp.v8i1.52361