Abstract

Penurunan mutu pelayanan Rumah Sakit Umum Pusat Dr. M. Djamil merupakan penentu bagi kinerja rumah sakit sebagai perusahaan jasa. Penurunan mutu pelayanan diindikasikan dengan penurunan rata-rata pelayanan periode tahun 2008-2010 pada instalasi radiologi mencapai 11,29%, laboratorium 5,19%, farmasi 18,5%, instalasi rehabilitasi medik 3,74%, gizi 9,12%, pemulasan jenazah 11,86%, operasi 5,29%, dan hemodialisa 3,62%. Penelitian ini bertujuan untuk menganalisis peranan soft skills memoderasi sumber daya organisasi, keterikatan kerja, kinerja karyawan dalam meningkatkan mutu pelayanan rumah sakit. Pengukuran seluruh konstruksi dan indikator penelitian menggunakan kuesioner yang disebarkan kepada 530 karyawan rumah sakit sebagai tenaga medis maupun nonmedis yang dijadikan responden. Metode analisis data menggunakan Structural Equation Modeling (SEM) dengan software. Hasil penelitian menyimpulkan soft skills memoderasi sumber daya organisasi berperan meningkatkan mutu pelayanan dengan standar koefisien sebesar 0,53. Soft skills memoderasi keterikatan kerja berperan meningkatkan mutu pelayanan dengan koefisien standardize sebesar 0,62. Soft skills memoderasi kinerja karyawan berperan meningkatkan mutu pelayanan dengan standar koefisien sebesar 0,32.The decline in the quality of service General Hospital Dr. M. Djamil is a determinant for the performance of the Hospital as a service company. Decline in service quality as indicated by the decline in average service period of 2008-2010 on radiological installations reached 11.29%, laboratory 5.19%, pharmacy 18.5%, IRM 3.74%, 9.12% nutrition, smear bodies 11.86%, surgery 5.29%, and hemodialysis 3.62%. This study aims to analyze the moderating role of soft skills of organizational resources, work engagement, employee performance in improving the quality of hospital care. Measurement of whole constructs and indicators study used questionnaires distributed to 530 employees at the Hospital as a medical or nonmedical personnel who serve the respondent. The method of data analysis using SEM (Structural Equation Modeling) with application software. The research concludes soft skills moderating role of organizational resources to improve the quality of service with a standardize coefficient of 0.53. Soft skills mo- derating role of work engagement to improve the quality of service with a standardize coefficient of 0.62. Soft skills moderating role of employee per- formance to improve the quality of service with a standardize coefficient of 0.32.