ABSTRAK
Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen ... more ABSTRAK Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X mengembangkan suatu sistem pengukuran produktivitas personel. Dengan adanya sistem pengukuran produktivitas personel dapat diketahui seberapa besar tingkat produktivitas setiap personel yang dinilai berdasarkan besarnya indeks produktivitas yang dicapai. Salah satu faktor yang mempengaruhi nilai indeks produktivitas personel adalah tingkat kepentingan (bobot) pada setiap rasio produktivitas. Untuk dapat melakukan pengukuran produktivitas, bobot pada setiap rasio produktivitas harus ditentukan terlebih dahulu. Sayangnya, hingga saat ini, penelitian yang membahas pembobotan rasio produktivitas untuk organisasi penelitian masih sangat terbatas. Berdasarkan hal tersebut, tujuan dari penelitian ini adalah untuk menentukan tingkat kepentingan (bobot) rasio produktivitas personel Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X. Metode pembobotan yang digunakan adalah metode Analytic Hierarchy Process (AHP). Hasil dari penelitian ini menunjukkan bahwa rasio produktivitas publikasi ilmiah terhadap waktu kerja memiliki tingkat kepentingan (bobot) yang paling tinggi dan rasio produktivitas keikutsertaan dalam memberikan pengajaran, narasumber dan bimbingan terhadap waktu kerja memiliki tingkat kepentingan terendah. Lebih lanjut, nilai bobot rasio produktivitas dapat dijadikan acuan dalam menentukan prioritas kebijakan terkait peningkatan produktivitas.
Kata kunci: Bobot, pengukuran produktivitas, Analytic Hierarchy Process (AHP).
ABSTRACT In order to improve its personnel productivity, Research Group of Quality Management at Research Center X developed a personnel productivity measurement system. The system provides a personnel productivity level information based on the index productivity achieved. One of the factors that affect the personnel productivity index value is a level of importance (weight) of each productivity ratio. The weight of productivity ratios must be set before the measurement. Unfortunately, until now, research that discusses weighting productivity ratio for the research organization is still limited. Given that, the purpose of this study is to determine the level of importance (weight) of the personnel productivity ratios of Quality Management Research Group at Research Center X. The weighting method used in this study was Analytic Hierarchy Process (AHP). The results show that the productivity ratio of scientific publications to working time has the highest weight and the productivity ratio of participation in teaching, as speaker in seminars or other scientific activities, and participation in training to working times have the lowest weight. Furthermore, the weight value of productivity ratios can be used as a reference in determining policy priorities related to improve productivity.
Key words: weight, productivity measurement, Analytic Hierarchy Process (AHP)
ABSTRAK
Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyara... more ABSTRAK Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyarakat (Puskesmas) dan kepercayaan masyarakat serta pengaruh jenis kelamin dalam hubungan antara dua variabel tersebut. Makalah ini mengusulkan sebuah model konseptual yang menggambarkan pengaruh empat dimensi kualitas pelayanan di Puskesmas, yaitu kualitas pemberian pelayanan kesehatan, kualitas personel pelayanan kesehatan, kecukupan sumber daya pelayanan kesehatan, dan kualitas proses administrasi terhadap kepercayaan pasien. Selanjutnya, penelitian ini juga bertujuan untuk mengidentifikasi pengaruh jenis kelamin dalam hubungan empat dimensi kualitas pelayanan Puskesmas dengan kepercayaan masyarakat. Model konseptual dalam penelitian ini dibangun atas dasar tinjauan terhadap teori dan hasil penelitian-penelitian sebelumnya. Sebuah model konseptual dan delapan proposisi diajukan untuk menjelaskan hubungan kualitas pelayanan, kepercayaan masyarakat, dan jenis kelamin. Penelitian lebih lanjut diperlukan untuk menguji model dan proposisi secara empiris.
Kata kunci: kualitas pelayanan, kepercayaan, jenis kelamin, Puskesmas
ABSTRACT This paper aims to discuss the relationship between service quality of Public Healthcare Center (Puskesmas) and patient trust as well as the effect of gender on the relationship between those variables. This paper proposes a conceptual model which describes the effect of four dimensions of service quality of Public Healthcare Center, i.e. the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, and the quality of administration process on patient trust. Furthermore, this research also aims to identify the effect of gender on the relationship between each dimension of service quality and patient trust. A conceptual model in this research was developed based on a review of theories and results of previous researches. A conceptual model and eight propositions are proposed to explain the relationship between service quality, patient trust, and gender. Further researches are needed to examine the model and propositions empirically.
Keywords: service quality, trust, gender, Public Healthcare Center
Clinical Governance: An International Journal, 2014
ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfact... more ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach ‐ This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings ‐ The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications ‐ The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications ‐ The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value ‐ This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
This paper aims to discuss ISO 9001 based quality management system design type and propose a con... more This paper aims to discuss ISO 9001 based quality management system design type and propose a conceptual model that explains the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Furthermore, this paper aims to identify future research agenda on the topic of ISO 9001 based management system design type. This paper is a conceptual paper which is formulated based on the analysis of ISO 9001 standard, ISO 9001 standard’s supporting documents, and the result of previous empirical studies on ISO 9001 and/or quality management. We propose two ISO 9001 based quality management design system types namely “Procedural Approach” system design type and “Process Approach” system design type. We then formulated a conceptual model and three propositions to explain the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Future research agenda was identified. The conceptual models and the propositions have to be empirically tested. Furthermore, future research should empirically address the research agenda identified. This paper is believed to be the first paper that specifically discusses ISO 9001 based quality management design system type.
International Journal of Quality and Service Sciences, 2014
ABSTRACT Purpose ‐ This paper aims to describe the state-of-the-art in ISO 9001 research in healt... more ABSTRACT Purpose ‐ This paper aims to describe the state-of-the-art in ISO 9001 research in healthcare service sector and propose the future research agenda. Design/methodology/approach ‐ A comprehensive literature review of the ISO 9001 studies in healthcare service sector was carried out. Findings ‐ The effectiveness of ISO 9001 implementation in healthcare service sector is still not clear. Previous researches show common stages for implementing ISO 9001 in a healthcare service organization. However, there is no previous research that reveals the content of the system implemented. In addition, there is no previous research that reveals the interpretation of ISO 9001 based on the practice of ISO 9001 implementation in an organization. Based on the review, eight future research agendas were proposed. Originality/value ‐ The paper is believed to be the first to discuss the state-of-the-art of ISO 9001 researches in healthcare service sector.
ABSTRACT This book is based on the behavioural intention of public transport passengers and the r... more ABSTRACT This book is based on the behavioural intention of public transport passengers and the relationship between those factors in Indonesia. The conceptual model in this book explains behavioural intentions of paratransit passengers which can result in recommendations to unravel the complexity of the congestion problem from consumer behaviour perspective. Based on the results of survey research on behavioural intention of public transport users in Jabodetabek, Indonesia, the result of the study is presented in a model that describes the factors that influence. This book is recommended for academics who wish to gain knowledge about the phenomenon of consumer behaviour, for regulators whose duty is to make a decision and determine the strategic steps to overcome congestion, and researchers who want to develop their knowledge and provide solutions related to congestion from the perspective of consumer behaviour.
International Journal of Quality & Reliability Management, 2015
ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the beh... more ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage. Design/methodology/approach – The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses. Findings – SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers. Research limitations/implications – The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts. Practical implications – The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively. Originality/value – The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).
This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral c... more This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.
This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral c... more This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.
International Journal of Quality & Reliability Management, 2015
ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the beh... more ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage. Design/methodology/approach – The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses. Findings – SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers. Research limitations/implications – The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts. Practical implications – The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively. Originality/value – The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).
ABSTRACT This book is based on the behavioural intention of public transport passengers and the r... more ABSTRACT This book is based on the behavioural intention of public transport passengers and the relationship between those factors in Indonesia. The conceptual model in this book explains behavioural intentions of paratransit passengers which can result in recommendations to unravel the complexity of the congestion problem from consumer behaviour perspective. Based on the results of survey research on behavioural intention of public transport users in Jabodetabek, Indonesia, the result of the study is presented in a model that describes the factors that influence. This book is recommended for academics who wish to gain knowledge about the phenomenon of consumer behaviour, for regulators whose duty is to make a decision and determine the strategic steps to overcome congestion, and researchers who want to develop their knowledge and provide solutions related to congestion from the perspective of consumer behaviour.
Clinical Governance: An International Journal, 2014
ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfact... more ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach ‐ This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings ‐ The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications ‐ The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications ‐ The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value ‐ This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
Penyusunan sasaran mutu merupakan salah satu persyaratan yang harus dipenuhi oleh organisasi dala... more Penyusunan sasaran mutu merupakan salah satu persyaratan yang harus dipenuhi oleh organisasi dalam penerapan ISO 9001. Sasaran mutu menggambarkan target yang ingin dicapai oleh organisasi yang berkaitan dengan mutu organisasi. Tulisan ini bertujuan untuk merumuskan kerangka sasaran mutu pada peneliti dan kelompok penelitian pada Pusat Penelitian X. Kerangka dikembangkan berdasarkan hasil analisis terhadap SIPOC kelompok penelitian, hasil analisis terhadap Arsitektur dan Informasi Kinerja (ADIK) lembaga pemerintahan, hasil analisis terhadap praktek-praktek pengukuran kinerja, dan hasil analisis terhadap persyaratan ISO 9001. Tahapan pada penelitian ini terdiri atas interpretasi persyaratan ISO 9001 terkait sasaran mutu, perumusan perspektif pengukuran, perumusan sasaran pada setiap perspektif, dan perumusan indikator serta ukuran dari sasaran. Hasil penelitian menunjukkan bahwa kerangka sasaran mutu peneliti dan kelompok penelitian terdiri atas 4 perspektif, yaitu perspektif value, customer, proses bisnis internal dan pertumbuhan dan pembelajaran. Kerangka sasaran mutu kelompok penelitian terdiri atas 8 sasaran dan 9 indikator sasaran mutu, sedangkan kerangka sasaran mutu peneliti terdiri atas 6 sasaran dan 7 indikator sasaran mutu.
Kata kunci: ISO 9001, sasaran mutu, kerangka, peneliti, kelompok penelitian.
Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melind... more Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melindungi berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian, memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner perbandingan berpasangan. Metode analisis yang digunakan adalah Analytical Hierarchy Process (AHP). Kesimpulan utama yang dapat ditarik adalah terdapat enam kriteria yang dapat digunakan untuk memprioritaskan SNI Wajib yang harus diteliti, yaitu jumlah pengguna produk yang diwajibkan SNI (bobot: 0,189), tingkat kesiapan konsumsi produkyang diwajibkan SNI (0,065), tingkat kerendahan kepedulian konsumen produk yang diwajibkan SNI terhadap keberadaan label SNI (0,182), tingkat kesiapan infrastruktur untuk mendukung pelaksanaan SNI wajibpada produk yang diwajibkan SNI (0,07), tingkat risiko keselamatan jiwa/kesehatan/keamanan apabila terjadi pelanggaran terhadap SNI wajib pada produk yang diwajibkan SNI (0,45), dan tingkat kompetensi personel penelitian yang tersedia (0,044). Selain itu, penelitian ini juga menyimpulkan bahwa SNI wajib yang paling tepat untuk dijadikan objek penelitian efektifitas penerapan SNI wajib adalah SNI helm.
Kata kunci: obyek penelitian, Analytical Hierarchy Process (AHP), SNI wajib, teori keputusan.
Penelitian ini bertujuan untuk mengetahui tingkat komitmen pegawai terhadap mutu di institusi pem... more Penelitian ini bertujuan untuk mengetahui tingkat komitmen pegawai terhadap mutu di institusi pemerintah XYZ. Komitmen tersebut diperoleh dengan cara mengetahui persepsi pegawai terhadap mutu. Terdapat 3 jenis komitmen yang dianalisis pada penelitian ini yaitu affective, behavioral , dan cognitive. Jenis penelitian ini adalah penelitian deskriptif . Data diperoleh dari kuesioner yang diisi oleh 44 responden. Karena jumlah populasi yang sedikit, kuesioner disebar pada seluruh populasi yaitu seluruh pegawai instansi pemerintah XYZ. Analisis penelitian dilakukan dengan menggunakan metode statistik untuk memastikan validitas dan reliabilitas data serta untuk menjawab pertanyaan penelitian tentang seberapa besar komitmen pegawai XYZ terhadap mutu. Uji validitas dan reliabilitas menunjukkan bahwa data valid dan reliabel sedangkan pengukuran besar komitmen pegawai terhadap mutu menunjukkan bahwa pegawai institusi XYZ memiliki tingkat komitmen affektif yang tinggi (479 dari 630). Hasil yang serupa juga terlihat di sisi komitmen behavioral (795 dari 1050) dan komitmen kognitif (619 dari 840). Secara umum, hal ini mengindikasikan bahwa pegawai insitusi XYZ merasa senang dan bangga dengan pekerjaannya dan secara aktif berpartisipasi merealisasikan tujuan institusi.
Kata Kunci : komitmen pegawai,komitmen afektif, komitmen behavioral, komitment kognitif, mutu,institusi pemerintah
ABSTRAK
Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen ... more ABSTRAK Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X mengembangkan suatu sistem pengukuran produktivitas personel. Dengan adanya sistem pengukuran produktivitas personel dapat diketahui seberapa besar tingkat produktivitas setiap personel yang dinilai berdasarkan besarnya indeks produktivitas yang dicapai. Salah satu faktor yang mempengaruhi nilai indeks produktivitas personel adalah tingkat kepentingan (bobot) pada setiap rasio produktivitas. Untuk dapat melakukan pengukuran produktivitas, bobot pada setiap rasio produktivitas harus ditentukan terlebih dahulu. Sayangnya, hingga saat ini, penelitian yang membahas pembobotan rasio produktivitas untuk organisasi penelitian masih sangat terbatas. Berdasarkan hal tersebut, tujuan dari penelitian ini adalah untuk menentukan tingkat kepentingan (bobot) rasio produktivitas personel Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X. Metode pembobotan yang digunakan adalah metode Analytic Hierarchy Process (AHP). Hasil dari penelitian ini menunjukkan bahwa rasio produktivitas publikasi ilmiah terhadap waktu kerja memiliki tingkat kepentingan (bobot) yang paling tinggi dan rasio produktivitas keikutsertaan dalam memberikan pengajaran, narasumber dan bimbingan terhadap waktu kerja memiliki tingkat kepentingan terendah. Lebih lanjut, nilai bobot rasio produktivitas dapat dijadikan acuan dalam menentukan prioritas kebijakan terkait peningkatan produktivitas.
Kata kunci: Bobot, pengukuran produktivitas, Analytic Hierarchy Process (AHP).
ABSTRACT In order to improve its personnel productivity, Research Group of Quality Management at Research Center X developed a personnel productivity measurement system. The system provides a personnel productivity level information based on the index productivity achieved. One of the factors that affect the personnel productivity index value is a level of importance (weight) of each productivity ratio. The weight of productivity ratios must be set before the measurement. Unfortunately, until now, research that discusses weighting productivity ratio for the research organization is still limited. Given that, the purpose of this study is to determine the level of importance (weight) of the personnel productivity ratios of Quality Management Research Group at Research Center X. The weighting method used in this study was Analytic Hierarchy Process (AHP). The results show that the productivity ratio of scientific publications to working time has the highest weight and the productivity ratio of participation in teaching, as speaker in seminars or other scientific activities, and participation in training to working times have the lowest weight. Furthermore, the weight value of productivity ratios can be used as a reference in determining policy priorities related to improve productivity.
Key words: weight, productivity measurement, Analytic Hierarchy Process (AHP)
ABSTRAK
Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyara... more ABSTRAK Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyarakat (Puskesmas) dan kepercayaan masyarakat serta pengaruh jenis kelamin dalam hubungan antara dua variabel tersebut. Makalah ini mengusulkan sebuah model konseptual yang menggambarkan pengaruh empat dimensi kualitas pelayanan di Puskesmas, yaitu kualitas pemberian pelayanan kesehatan, kualitas personel pelayanan kesehatan, kecukupan sumber daya pelayanan kesehatan, dan kualitas proses administrasi terhadap kepercayaan pasien. Selanjutnya, penelitian ini juga bertujuan untuk mengidentifikasi pengaruh jenis kelamin dalam hubungan empat dimensi kualitas pelayanan Puskesmas dengan kepercayaan masyarakat. Model konseptual dalam penelitian ini dibangun atas dasar tinjauan terhadap teori dan hasil penelitian-penelitian sebelumnya. Sebuah model konseptual dan delapan proposisi diajukan untuk menjelaskan hubungan kualitas pelayanan, kepercayaan masyarakat, dan jenis kelamin. Penelitian lebih lanjut diperlukan untuk menguji model dan proposisi secara empiris.
Kata kunci: kualitas pelayanan, kepercayaan, jenis kelamin, Puskesmas
ABSTRACT This paper aims to discuss the relationship between service quality of Public Healthcare Center (Puskesmas) and patient trust as well as the effect of gender on the relationship between those variables. This paper proposes a conceptual model which describes the effect of four dimensions of service quality of Public Healthcare Center, i.e. the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, and the quality of administration process on patient trust. Furthermore, this research also aims to identify the effect of gender on the relationship between each dimension of service quality and patient trust. A conceptual model in this research was developed based on a review of theories and results of previous researches. A conceptual model and eight propositions are proposed to explain the relationship between service quality, patient trust, and gender. Further researches are needed to examine the model and propositions empirically.
Keywords: service quality, trust, gender, Public Healthcare Center
Clinical Governance: An International Journal, 2014
ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfact... more ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach ‐ This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings ‐ The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications ‐ The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications ‐ The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value ‐ This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
This paper aims to discuss ISO 9001 based quality management system design type and propose a con... more This paper aims to discuss ISO 9001 based quality management system design type and propose a conceptual model that explains the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Furthermore, this paper aims to identify future research agenda on the topic of ISO 9001 based management system design type. This paper is a conceptual paper which is formulated based on the analysis of ISO 9001 standard, ISO 9001 standard’s supporting documents, and the result of previous empirical studies on ISO 9001 and/or quality management. We propose two ISO 9001 based quality management design system types namely “Procedural Approach” system design type and “Process Approach” system design type. We then formulated a conceptual model and three propositions to explain the effect of the design type on the ISO 9001 implementation outcomes, namely product quality, external customer satisfaction, and internal customer satisfaction. Future research agenda was identified. The conceptual models and the propositions have to be empirically tested. Furthermore, future research should empirically address the research agenda identified. This paper is believed to be the first paper that specifically discusses ISO 9001 based quality management design system type.
International Journal of Quality and Service Sciences, 2014
ABSTRACT Purpose ‐ This paper aims to describe the state-of-the-art in ISO 9001 research in healt... more ABSTRACT Purpose ‐ This paper aims to describe the state-of-the-art in ISO 9001 research in healthcare service sector and propose the future research agenda. Design/methodology/approach ‐ A comprehensive literature review of the ISO 9001 studies in healthcare service sector was carried out. Findings ‐ The effectiveness of ISO 9001 implementation in healthcare service sector is still not clear. Previous researches show common stages for implementing ISO 9001 in a healthcare service organization. However, there is no previous research that reveals the content of the system implemented. In addition, there is no previous research that reveals the interpretation of ISO 9001 based on the practice of ISO 9001 implementation in an organization. Based on the review, eight future research agendas were proposed. Originality/value ‐ The paper is believed to be the first to discuss the state-of-the-art of ISO 9001 researches in healthcare service sector.
ABSTRACT This book is based on the behavioural intention of public transport passengers and the r... more ABSTRACT This book is based on the behavioural intention of public transport passengers and the relationship between those factors in Indonesia. The conceptual model in this book explains behavioural intentions of paratransit passengers which can result in recommendations to unravel the complexity of the congestion problem from consumer behaviour perspective. Based on the results of survey research on behavioural intention of public transport users in Jabodetabek, Indonesia, the result of the study is presented in a model that describes the factors that influence. This book is recommended for academics who wish to gain knowledge about the phenomenon of consumer behaviour, for regulators whose duty is to make a decision and determine the strategic steps to overcome congestion, and researchers who want to develop their knowledge and provide solutions related to congestion from the perspective of consumer behaviour.
International Journal of Quality & Reliability Management, 2015
ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the beh... more ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage. Design/methodology/approach – The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses. Findings – SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers. Research limitations/implications – The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts. Practical implications – The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively. Originality/value – The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).
This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral c... more This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.
This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral c... more This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.
International Journal of Quality & Reliability Management, 2015
ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the beh... more ABSTRACT Purpose – The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage. Design/methodology/approach – The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses. Findings – SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers. Research limitations/implications – The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts. Practical implications – The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively. Originality/value – The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).
ABSTRACT This book is based on the behavioural intention of public transport passengers and the r... more ABSTRACT This book is based on the behavioural intention of public transport passengers and the relationship between those factors in Indonesia. The conceptual model in this book explains behavioural intentions of paratransit passengers which can result in recommendations to unravel the complexity of the congestion problem from consumer behaviour perspective. Based on the results of survey research on behavioural intention of public transport users in Jabodetabek, Indonesia, the result of the study is presented in a model that describes the factors that influence. This book is recommended for academics who wish to gain knowledge about the phenomenon of consumer behaviour, for regulators whose duty is to make a decision and determine the strategic steps to overcome congestion, and researchers who want to develop their knowledge and provide solutions related to congestion from the perspective of consumer behaviour.
Clinical Governance: An International Journal, 2014
ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfact... more ABSTRACT Purpose ‐ The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach ‐ This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data. Findings ‐ The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty. Research limitations/implications ‐ The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability. Practical implications ‐ The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value ‐ This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.
Penyusunan sasaran mutu merupakan salah satu persyaratan yang harus dipenuhi oleh organisasi dala... more Penyusunan sasaran mutu merupakan salah satu persyaratan yang harus dipenuhi oleh organisasi dalam penerapan ISO 9001. Sasaran mutu menggambarkan target yang ingin dicapai oleh organisasi yang berkaitan dengan mutu organisasi. Tulisan ini bertujuan untuk merumuskan kerangka sasaran mutu pada peneliti dan kelompok penelitian pada Pusat Penelitian X. Kerangka dikembangkan berdasarkan hasil analisis terhadap SIPOC kelompok penelitian, hasil analisis terhadap Arsitektur dan Informasi Kinerja (ADIK) lembaga pemerintahan, hasil analisis terhadap praktek-praktek pengukuran kinerja, dan hasil analisis terhadap persyaratan ISO 9001. Tahapan pada penelitian ini terdiri atas interpretasi persyaratan ISO 9001 terkait sasaran mutu, perumusan perspektif pengukuran, perumusan sasaran pada setiap perspektif, dan perumusan indikator serta ukuran dari sasaran. Hasil penelitian menunjukkan bahwa kerangka sasaran mutu peneliti dan kelompok penelitian terdiri atas 4 perspektif, yaitu perspektif value, customer, proses bisnis internal dan pertumbuhan dan pembelajaran. Kerangka sasaran mutu kelompok penelitian terdiri atas 8 sasaran dan 9 indikator sasaran mutu, sedangkan kerangka sasaran mutu peneliti terdiri atas 6 sasaran dan 7 indikator sasaran mutu.
Kata kunci: ISO 9001, sasaran mutu, kerangka, peneliti, kelompok penelitian.
Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melind... more Kebijakan SNI wajib yang diberlakukan oleh pemerintah secara nasional sangat penting untuk melindungi berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian, memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner perbandingan berpasangan. Metode analisis yang digunakan adalah Analytical Hierarchy Process (AHP). Kesimpulan utama yang dapat ditarik adalah terdapat enam kriteria yang dapat digunakan untuk memprioritaskan SNI Wajib yang harus diteliti, yaitu jumlah pengguna produk yang diwajibkan SNI (bobot: 0,189), tingkat kesiapan konsumsi produkyang diwajibkan SNI (0,065), tingkat kerendahan kepedulian konsumen produk yang diwajibkan SNI terhadap keberadaan label SNI (0,182), tingkat kesiapan infrastruktur untuk mendukung pelaksanaan SNI wajibpada produk yang diwajibkan SNI (0,07), tingkat risiko keselamatan jiwa/kesehatan/keamanan apabila terjadi pelanggaran terhadap SNI wajib pada produk yang diwajibkan SNI (0,45), dan tingkat kompetensi personel penelitian yang tersedia (0,044). Selain itu, penelitian ini juga menyimpulkan bahwa SNI wajib yang paling tepat untuk dijadikan objek penelitian efektifitas penerapan SNI wajib adalah SNI helm.
Kata kunci: obyek penelitian, Analytical Hierarchy Process (AHP), SNI wajib, teori keputusan.
Penelitian ini bertujuan untuk mengetahui tingkat komitmen pegawai terhadap mutu di institusi pem... more Penelitian ini bertujuan untuk mengetahui tingkat komitmen pegawai terhadap mutu di institusi pemerintah XYZ. Komitmen tersebut diperoleh dengan cara mengetahui persepsi pegawai terhadap mutu. Terdapat 3 jenis komitmen yang dianalisis pada penelitian ini yaitu affective, behavioral , dan cognitive. Jenis penelitian ini adalah penelitian deskriptif . Data diperoleh dari kuesioner yang diisi oleh 44 responden. Karena jumlah populasi yang sedikit, kuesioner disebar pada seluruh populasi yaitu seluruh pegawai instansi pemerintah XYZ. Analisis penelitian dilakukan dengan menggunakan metode statistik untuk memastikan validitas dan reliabilitas data serta untuk menjawab pertanyaan penelitian tentang seberapa besar komitmen pegawai XYZ terhadap mutu. Uji validitas dan reliabilitas menunjukkan bahwa data valid dan reliabel sedangkan pengukuran besar komitmen pegawai terhadap mutu menunjukkan bahwa pegawai institusi XYZ memiliki tingkat komitmen affektif yang tinggi (479 dari 630). Hasil yang serupa juga terlihat di sisi komitmen behavioral (795 dari 1050) dan komitmen kognitif (619 dari 840). Secara umum, hal ini mengindikasikan bahwa pegawai insitusi XYZ merasa senang dan bangga dengan pekerjaannya dan secara aktif berpartisipasi merealisasikan tujuan institusi.
Kata Kunci : komitmen pegawai,komitmen afektif, komitmen behavioral, komitment kognitif, mutu,institusi pemerintah
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Papers by Tri Rakhmawati
Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X mengembangkan suatu sistem pengukuran produktivitas personel. Dengan adanya sistem pengukuran produktivitas personel dapat diketahui seberapa besar tingkat produktivitas setiap personel yang dinilai berdasarkan besarnya indeks produktivitas yang dicapai. Salah satu faktor yang mempengaruhi nilai indeks produktivitas personel adalah tingkat kepentingan (bobot) pada setiap rasio produktivitas. Untuk dapat melakukan pengukuran produktivitas, bobot pada setiap rasio produktivitas harus ditentukan terlebih dahulu. Sayangnya, hingga saat ini, penelitian yang membahas pembobotan rasio produktivitas untuk organisasi penelitian masih sangat terbatas. Berdasarkan hal tersebut, tujuan dari penelitian ini adalah untuk menentukan tingkat kepentingan (bobot) rasio produktivitas personel Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X. Metode pembobotan yang digunakan adalah metode Analytic Hierarchy Process (AHP). Hasil dari penelitian ini menunjukkan bahwa rasio produktivitas publikasi ilmiah terhadap waktu kerja memiliki tingkat kepentingan (bobot) yang paling tinggi dan rasio produktivitas keikutsertaan dalam memberikan pengajaran, narasumber dan bimbingan terhadap waktu kerja memiliki tingkat kepentingan terendah. Lebih lanjut, nilai bobot rasio produktivitas dapat dijadikan acuan dalam menentukan prioritas kebijakan terkait peningkatan produktivitas.
Kata kunci: Bobot, pengukuran produktivitas, Analytic Hierarchy Process (AHP).
ABSTRACT
In order to improve its personnel productivity, Research Group of Quality Management at Research Center X developed a personnel productivity measurement system. The system provides a personnel productivity level information based on the index productivity achieved. One of the factors that affect the personnel productivity index value is a level of importance (weight) of each productivity ratio. The weight of productivity ratios must be set before the measurement. Unfortunately, until now, research that discusses weighting productivity ratio for the research organization is still limited. Given that, the purpose of this study is to determine the level of importance (weight) of the personnel productivity ratios of Quality Management Research Group at Research Center X. The weighting method used in this study was Analytic Hierarchy Process (AHP). The results show that the productivity ratio of scientific publications to working time has the highest weight and the productivity ratio of participation in teaching, as speaker in seminars or other scientific activities, and participation in training to working times have the lowest weight. Furthermore, the weight value of productivity ratios can be used as a reference in determining policy priorities related to improve productivity.
Key words: weight, productivity measurement, Analytic Hierarchy Process (AHP)
Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyarakat (Puskesmas) dan kepercayaan masyarakat serta pengaruh jenis kelamin dalam hubungan antara dua variabel tersebut. Makalah ini mengusulkan sebuah model konseptual yang menggambarkan pengaruh empat dimensi kualitas pelayanan di Puskesmas, yaitu kualitas pemberian pelayanan kesehatan, kualitas personel pelayanan kesehatan, kecukupan sumber daya pelayanan kesehatan, dan kualitas proses administrasi terhadap kepercayaan pasien. Selanjutnya, penelitian ini juga bertujuan untuk mengidentifikasi pengaruh jenis kelamin dalam hubungan empat dimensi kualitas pelayanan Puskesmas
dengan kepercayaan masyarakat. Model konseptual dalam penelitian ini dibangun atas dasar tinjauan terhadap teori dan hasil penelitian-penelitian sebelumnya. Sebuah model konseptual dan delapan proposisi diajukan untuk menjelaskan
hubungan kualitas pelayanan, kepercayaan masyarakat, dan jenis kelamin. Penelitian lebih lanjut diperlukan untuk menguji model dan proposisi secara empiris.
Kata kunci: kualitas pelayanan, kepercayaan, jenis kelamin, Puskesmas
ABSTRACT
This paper aims to discuss the relationship between service quality of Public Healthcare Center (Puskesmas) and patient trust as well as the effect of gender on the relationship between those variables. This paper proposes a conceptual model which describes the effect of four dimensions of service quality of Public Healthcare Center, i.e. the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, and the quality of administration process on patient trust. Furthermore, this research also aims to identify the effect of gender on the relationship between each dimension of service quality and patient trust. A conceptual model in this research was developed based on a review of theories and results of previous researches. A conceptual model and eight propositions are proposed to explain the relationship between service quality, patient trust, and gender. Further researches are needed to examine the model and propositions empirically.
Keywords: service quality, trust, gender, Public Healthcare Center
indikator serta ukuran dari sasaran. Hasil penelitian menunjukkan bahwa kerangka sasaran mutu peneliti dan kelompok penelitian terdiri atas 4 perspektif, yaitu perspektif value, customer, proses bisnis internal dan pertumbuhan dan pembelajaran. Kerangka sasaran mutu kelompok penelitian
terdiri atas 8 sasaran dan 9 indikator sasaran mutu, sedangkan kerangka sasaran mutu peneliti terdiri atas 6 sasaran dan 7 indikator sasaran mutu.
Kata kunci: ISO 9001, sasaran mutu, kerangka, peneliti, kelompok penelitian.
berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi
terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh
pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan
anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan
dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus
dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian,
memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan
sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan
instrumen kuesioner perbandingan berpasangan. Metode analisis yang digunakan adalah Analytical Hierarchy
Process (AHP). Kesimpulan utama yang dapat ditarik adalah terdapat enam kriteria yang dapat digunakan untuk
memprioritaskan SNI Wajib yang harus diteliti, yaitu jumlah pengguna produk yang diwajibkan SNI (bobot: 0,189),
tingkat kesiapan konsumsi produkyang diwajibkan SNI (0,065), tingkat kerendahan kepedulian konsumen produk
yang diwajibkan SNI terhadap keberadaan label SNI (0,182), tingkat kesiapan infrastruktur untuk mendukung
pelaksanaan SNI wajibpada produk yang diwajibkan SNI (0,07), tingkat risiko keselamatan
jiwa/kesehatan/keamanan apabila terjadi pelanggaran terhadap SNI wajib pada produk yang diwajibkan SNI
(0,45), dan tingkat kompetensi personel penelitian yang tersedia (0,044). Selain itu, penelitian ini juga
menyimpulkan bahwa SNI wajib yang paling tepat untuk dijadikan objek penelitian efektifitas penerapan SNI wajib
adalah SNI helm.
Kata kunci: obyek penelitian, Analytical Hierarchy Process (AHP), SNI wajib, teori keputusan.
serupa juga terlihat di sisi komitmen behavioral (795 dari 1050) dan komitmen kognitif (619 dari 840). Secara umum, hal ini mengindikasikan bahwa pegawai insitusi XYZ merasa senang dan bangga dengan pekerjaannya dan secara aktif berpartisipasi merealisasikan tujuan institusi.
Kata Kunci : komitmen pegawai,komitmen afektif, komitmen behavioral, komitment kognitif, mutu,institusi pemerintah
Dalam rangka untuk meningkatkan produktivitas personelnya, Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X mengembangkan suatu sistem pengukuran produktivitas personel. Dengan adanya sistem pengukuran produktivitas personel dapat diketahui seberapa besar tingkat produktivitas setiap personel yang dinilai berdasarkan besarnya indeks produktivitas yang dicapai. Salah satu faktor yang mempengaruhi nilai indeks produktivitas personel adalah tingkat kepentingan (bobot) pada setiap rasio produktivitas. Untuk dapat melakukan pengukuran produktivitas, bobot pada setiap rasio produktivitas harus ditentukan terlebih dahulu. Sayangnya, hingga saat ini, penelitian yang membahas pembobotan rasio produktivitas untuk organisasi penelitian masih sangat terbatas. Berdasarkan hal tersebut, tujuan dari penelitian ini adalah untuk menentukan tingkat kepentingan (bobot) rasio produktivitas personel Kelompok Penelitian Manajemen Mutu di Pusat Penelitian X. Metode pembobotan yang digunakan adalah metode Analytic Hierarchy Process (AHP). Hasil dari penelitian ini menunjukkan bahwa rasio produktivitas publikasi ilmiah terhadap waktu kerja memiliki tingkat kepentingan (bobot) yang paling tinggi dan rasio produktivitas keikutsertaan dalam memberikan pengajaran, narasumber dan bimbingan terhadap waktu kerja memiliki tingkat kepentingan terendah. Lebih lanjut, nilai bobot rasio produktivitas dapat dijadikan acuan dalam menentukan prioritas kebijakan terkait peningkatan produktivitas.
Kata kunci: Bobot, pengukuran produktivitas, Analytic Hierarchy Process (AHP).
ABSTRACT
In order to improve its personnel productivity, Research Group of Quality Management at Research Center X developed a personnel productivity measurement system. The system provides a personnel productivity level information based on the index productivity achieved. One of the factors that affect the personnel productivity index value is a level of importance (weight) of each productivity ratio. The weight of productivity ratios must be set before the measurement. Unfortunately, until now, research that discusses weighting productivity ratio for the research organization is still limited. Given that, the purpose of this study is to determine the level of importance (weight) of the personnel productivity ratios of Quality Management Research Group at Research Center X. The weighting method used in this study was Analytic Hierarchy Process (AHP). The results show that the productivity ratio of scientific publications to working time has the highest weight and the productivity ratio of participation in teaching, as speaker in seminars or other scientific activities, and participation in training to working times have the lowest weight. Furthermore, the weight value of productivity ratios can be used as a reference in determining policy priorities related to improve productivity.
Key words: weight, productivity measurement, Analytic Hierarchy Process (AHP)
Tulisan ini bertujuan membahas hubungan antara kualitas pelayanan Pusat Kesehatan Masyarakat (Puskesmas) dan kepercayaan masyarakat serta pengaruh jenis kelamin dalam hubungan antara dua variabel tersebut. Makalah ini mengusulkan sebuah model konseptual yang menggambarkan pengaruh empat dimensi kualitas pelayanan di Puskesmas, yaitu kualitas pemberian pelayanan kesehatan, kualitas personel pelayanan kesehatan, kecukupan sumber daya pelayanan kesehatan, dan kualitas proses administrasi terhadap kepercayaan pasien. Selanjutnya, penelitian ini juga bertujuan untuk mengidentifikasi pengaruh jenis kelamin dalam hubungan empat dimensi kualitas pelayanan Puskesmas
dengan kepercayaan masyarakat. Model konseptual dalam penelitian ini dibangun atas dasar tinjauan terhadap teori dan hasil penelitian-penelitian sebelumnya. Sebuah model konseptual dan delapan proposisi diajukan untuk menjelaskan
hubungan kualitas pelayanan, kepercayaan masyarakat, dan jenis kelamin. Penelitian lebih lanjut diperlukan untuk menguji model dan proposisi secara empiris.
Kata kunci: kualitas pelayanan, kepercayaan, jenis kelamin, Puskesmas
ABSTRACT
This paper aims to discuss the relationship between service quality of Public Healthcare Center (Puskesmas) and patient trust as well as the effect of gender on the relationship between those variables. This paper proposes a conceptual model which describes the effect of four dimensions of service quality of Public Healthcare Center, i.e. the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, and the quality of administration process on patient trust. Furthermore, this research also aims to identify the effect of gender on the relationship between each dimension of service quality and patient trust. A conceptual model in this research was developed based on a review of theories and results of previous researches. A conceptual model and eight propositions are proposed to explain the relationship between service quality, patient trust, and gender. Further researches are needed to examine the model and propositions empirically.
Keywords: service quality, trust, gender, Public Healthcare Center
indikator serta ukuran dari sasaran. Hasil penelitian menunjukkan bahwa kerangka sasaran mutu peneliti dan kelompok penelitian terdiri atas 4 perspektif, yaitu perspektif value, customer, proses bisnis internal dan pertumbuhan dan pembelajaran. Kerangka sasaran mutu kelompok penelitian
terdiri atas 8 sasaran dan 9 indikator sasaran mutu, sedangkan kerangka sasaran mutu peneliti terdiri atas 6 sasaran dan 7 indikator sasaran mutu.
Kata kunci: ISO 9001, sasaran mutu, kerangka, peneliti, kelompok penelitian.
berbagai kepentingan konsumen di tanah air. Sehubungan dengan masih banyaknya pelanggaran yang terjadi
terhadap ketentuan SNI Wajib, maka sebaiknya diadakan analisis mengenai efektifitas penerapan SNI wajib oleh
pemerintah dari sudut pandang masyarakat. Akan tetapi, adanya keterbatasan operasional, sumber daya, dan
anggaran yang dimiliki untuk melakukan penelitian, penting untuk dilakukan prioritasi SNI wajib yang akan
dijadikan obyek penelitian. Oleh karena itu, penelitian ini bertujuan untuk merumuskan kriteria yang harus
dipertimbangkan untuk menentukan SNI wajib yang sebaiknya menjadi prioritas sebagai obyek penelitian,
memberi bobot pada setiap kriteria yang teridentifikasi, dan memilih SNI wajib yang penting untuk diprioritaskan
sebagai objek penelitian efektifitas penerapan SNI. Pengumpulan data dilakukan dengan menggunakan
instrumen kuesioner perbandingan berpasangan. Metode analisis yang digunakan adalah Analytical Hierarchy
Process (AHP). Kesimpulan utama yang dapat ditarik adalah terdapat enam kriteria yang dapat digunakan untuk
memprioritaskan SNI Wajib yang harus diteliti, yaitu jumlah pengguna produk yang diwajibkan SNI (bobot: 0,189),
tingkat kesiapan konsumsi produkyang diwajibkan SNI (0,065), tingkat kerendahan kepedulian konsumen produk
yang diwajibkan SNI terhadap keberadaan label SNI (0,182), tingkat kesiapan infrastruktur untuk mendukung
pelaksanaan SNI wajibpada produk yang diwajibkan SNI (0,07), tingkat risiko keselamatan
jiwa/kesehatan/keamanan apabila terjadi pelanggaran terhadap SNI wajib pada produk yang diwajibkan SNI
(0,45), dan tingkat kompetensi personel penelitian yang tersedia (0,044). Selain itu, penelitian ini juga
menyimpulkan bahwa SNI wajib yang paling tepat untuk dijadikan objek penelitian efektifitas penerapan SNI wajib
adalah SNI helm.
Kata kunci: obyek penelitian, Analytical Hierarchy Process (AHP), SNI wajib, teori keputusan.
serupa juga terlihat di sisi komitmen behavioral (795 dari 1050) dan komitmen kognitif (619 dari 840). Secara umum, hal ini mengindikasikan bahwa pegawai insitusi XYZ merasa senang dan bangga dengan pekerjaannya dan secara aktif berpartisipasi merealisasikan tujuan institusi.
Kata Kunci : komitmen pegawai,komitmen afektif, komitmen behavioral, komitment kognitif, mutu,institusi pemerintah