Panduan Penulisan
Analisis Pengaruh TNA dan Budaya Organisasi Terhadap Kualitas Layanan Rumah Sakit melalui Kompetensi Sumber Daya Manusia
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ABSTRACT
This study investigates the effects of information system–based Training Needs Analysis (TNA) and organizational culture on hospital service quality, with human resource (HR) competency development positioned as a mediating variable. An explanatory quantitative design was employed by distributing five-point Likert questionnaires to 110 employees at a regional public hospital, and the data were analyzed using PLS-SEM with SmartPLS. The findings show that organizational culture positively influences HR competence (β = 0.270; p < 0.05) but does not directly affect service quality (β = 0.016; p > 0.05). In contrast, HR competence has a strong positive effect on service quality (β = 0.640; p < 0.001). System-based TNA significantly improves HR competence (β = 0.530; p < 0.01) and service quality (β = 0.235; p < 0.05). Mediation testing confirms that HR competence significantly mediates the effect of TNA on service quality (β = 0.339; p < 0.001), whereas it does not mediate the relationship between organizational culture and service quality. Overall, strengthening system-based TNA alongside structured competency development is essential to improve hospital service quality, while cultural transformation remains necessary to better facilitate competency development.
Keywords: Competency Development, Hospital Service Quality, Organizational Culture, Training Needs Analysis.
ABSTRAK
Penelitian ini menganalisis pengaruh Analisis Kebutuhan Pelatihan (TNA) berbasis sistem informasi dan budaya organisasi terhadap kualitas pelayanan rumah sakit, dengan pengembangan kompetensi sumber daya manusia (SDM) sebagai variabel mediator. Penelitian menggunakan desain kuantitatif eksplanatori melalui penyebaran kuesioner skala Likert lima poin kepada 110 karyawan rumah sakit umum daerah, serta dianalisis menggunakan SEM-PLS (SmartPLS). Hasil menunjukkan bahwa budaya organisasi berpengaruh positif terhadap kompetensi SDM (β = 0,270; p < 0,05), namun tidak berpengaruh langsung terhadap kualitas pelayanan (β = 0,016; p > 0,05). Sebaliknya, kompetensi SDM berpengaruh kuat dan signifikan terhadap kualitas pelayanan (β = 0,640; p < 0,001). Penerapan TNA berbasis sistem berpengaruh signifikan terhadap kompetensi SDM (β = 0,530; p < 0,01) dan kualitas pelayanan (β = 0,235; p < 0,05). Uji mediasi mengonfirmasi bahwa kompetensi SDM secara signifikan memediasi pengaruh TNA terhadap kualitas pelayanan (β = 0,339; p < 0,001), sedangkan kompetensi SDM tidak memediasi hubungan budaya organisasi dengan kualitas pelayanan. Secara keseluruhan, temuan ini menegaskan pentingnya penguatan TNA berbasis sistem yang diikuti pengembangan kompetensi yang terstruktur untuk meningkatkan kualitas pelayanan rumah sakit, sekaligus menekankan perlunya transformasi budaya agar lebih efektif dalam mendorong peningkatan kompetensi.
Kata Kunci: Pengembangan Kompetensi, Kualitas Pelayanan Rumah Sakit, Budaya Organisasi, Analisis Kebutuhan Pelatihan.
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DOI: https://doi.org/10.33024/mahesa.v6i8.24207
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