Bibliometric Analysis of Research on Factors Affecting Service Quality and Physician Performance

Marlina Marlina, Iwan Aflanie, Izaak Zoelkarnain Akbar, Muhammad Abdan Shadiqi, Ardik Lahdimawan

Sari


ABSTRACT


This study analyzes the influence of various factors on service quality and doctor performance with a focus on aspects of additional employee income, adequacy of doctor personnel, facilities and infrastructure, competence, and communication. The background of this study is the importance of improving the quality of health services to achieve optimal patient satisfaction and effective physician performance. The purpose of this study is to identify trends, distribution, and relationships between these factors in the scientific literature, as well as identify research gaps that need to be further explored. The method used in this study is bibliometric analysis, with data collected from Google Scholar using the Publish or Perish application. The search period was limited to 2018 to 2024, and the keywords used included "quality of service," "performance," "doctors," "factors," "facilities and infrastructure," "income," "competence," and "communication." The data was analyzed using VOS viewer to visualize the keyword network and identify research trends.The results show that India and Indonesia are the biggest contributors with 10 and 5 publications respectively. Springer and Emerald were the most active publishers, with 9 and 8 publications respectively. The publication trend peaked in 2019 with 16 publications, and the citation analysis identified the article "Health care service delivery based on the Internet of things: A systematic and comprehensive study" as the most influential with 249citations. Network visualization revealed close relationships between keywords such as "doctor," "service quality," and "competence." The conclusion of this study is that although there are many studies that discuss factors affecting service quality and physician performance, there are still gaps that need to be further explored, especially regarding the influence of additional employee income, adequate physician staffing, and facilities and infrastructure. Filling these gaps will provide a more comprehensive understanding and help improve the overall quality of healthcare services.
Keywords: Service Quality, Doctor Performance, Competence, Communication, Infrastructure.

Kata Kunci


Service Quality, Doctor Performance, Competence, Communication, Infrastructure

Teks Lengkap:

Download Artikel

Referensi


Agus L, Nurhardjo B, Syaharudin M, (2016). The influence of organizational culture and motivation on the performance of an employee (nurse) at Wijaya Kusuma's Hospital in District of Lumajang. University of Jember Student Scientific Article.

Ali, J., Jusoh, A., Idris, N., Qureshi, N. A., Shah, S. A., & Abbas, A. F. (2022). Combining Mobile Technologies, Healthcare & Service Quality. A Bibliometric Analysis. Int. J. Interact. Mob. Technol., 16(13), 140-159.

Amila, R., (2023). Quality Analysis of Health Services Talu Health Center West Pasaman Regency in 2023 (Doctoral dissertation, Andalas University).

Bustami, Health Service Quality Assurance and Acceptability, (Jakarta: Erlangga, 2011). p. 21.

Djewarut, Y. (2017). Factors Associated with Work Motivation of Voluntary Health Workers at the Reo Health Center, Manggarai Regency. Nusa Cendana University.

Fakhrurrazi. (2012). Factors Related to Work Discipline of Health Workers of Mesjid Raya Health Center, Mesjid Raya District, Aceh Besar Regency in 2012. Poltekkes Kemenkes Aceh.

Ishak D, Maolani DY, Engkus E. (2017) The concept of performance in public organization studies. JISPO Journal of Social and Political Sciences. 2017;7(2):101-20

Krisnawanto, D. A. (2016). Relationship between Work Environment and Work Motivation of Took Indomaret Employees. University of Muhammadiyah Surakarta.

Luo, X., Wu, Y., Niu, L., & Huang, L. (2022). Bibliometric analysis of health technology research: 1990~ 2020. International Journal of Environmental Res

Rivai, V. (2014). Human Resources Management. Rajawali Press Publisher.

Robbins SP, Judge TA. (2016). Organizational behavior. 16th edition. New Jersey: Pearson Prentice Hall (R&D); 2016. 5.

Salasim, N.S., Sirait, R.W. and Sinaga, M., 2021. The Relationship between Service Quality and the Satisfaction Level of Inpatients at Pasir Panjang Health Center, Kupang City. Public Health Media, 3(1), pp.44-51.

Sathiadas G. (2018). Challenges and strategies in implementing workplace-based assessments in the sri lankan medical education system. J Postgraduate Institute Med. 2018;5(2):1-9. 11.

Sawitri, E. (2018). Relationship between Organizational Culture and Nurses' Performance at the Public Inpatient Installation (Non Intensive) of Abdul Wahab Sjahranie Samarinda Regional General Hospital. Muhammadiyah University of East Kalimantan.

Setyorini T. (2018) Development of an obsgyn specialist performance assessment instrument model through performance analysis at Rumah Sehat Ibu dan Anak Budi Kemuliaan. J Hospital Administration Indones. 2018;2(2):162-71

Sintiya M. (2021). The influence of organizational culture, work environment and work appraisal on employee performance at the Petarukan Pemalang District Office. Thesis. Tegal: Pancasakti University Tegal; 2021.

Sutrisno, H. E. (2016). Human Resource Management. Jakarta:: Kencana. 6.

Syari, W. (2012). Factors Related to Work Discipline of Non-Medical Employees of Karya Bhakti Hospital in 2012. University of Indonesia.

Wila Chandrawila Supriadi (2011). Medical Law, CV Mandar Maju, Bandung,

Yarmak, V., & Rollnik-Sadowska, E. (2022). Research themes on the quality of public services exemplified by healthcare services—a bibliometric analysis. Engineering Management in Production and Services, 14(2), 82-94.




DOI: https://doi.org/10.33024/mnj.v6i9.16648

Refbacks

  • Saat ini tidak ada refbacks.


Penerbit: Universitas Malahayati

 Creative Commons License

Semua artikel dapat digunakan dibawah lisensi Creative Commons Attribution-ShareAlike 4.0 International License