1st Australian International Conference on Industrial Engineering and Operations Management

The Influence of Motivation and Competence on Health Care Quality and its Impact on Patient Satisfaction in Hospital Emergency Room (IGD) in Majene Regency

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Track: Occupational Safety and Health (OSH)

The research objective was to determine and analyze the influence of motivation and competence on health care quality and its impact on patient satisfaction in the General Hospital (RSUD) Majene Regency at emergency department. The population in the study consisted of 185 employees with the status of Civil Servants and Emergency Inpatient (IGD) patients. The sampling technique was carried out through accidental sampling, meaning that it carried out the selection on anyone who happened to be met at that time, so they were directly used as the research sample. Data collection techniques are through observation, interviews, questionnaires, and documentation, while data analysis uses path analysis. The results showed that competence has a significant role in supporting the improvement of service quality. Competence is also able to affect patient satisfaction; better competence can keep increased patient satisfaction. Apart from competence, the motivation variable is another variable that plays a role in improving service quality and patient satisfaction. The motivation for health workers is shown by power, willingness, forming expertise, responsibility, and goals. The indirect effect is healthcare quality as a variable that can moderate the motivation and competence variables on patient satisfaction. Healthcare quality is an intervening variable that maximizes service functions to encourage patient satisfaction in receiving services. The influence of motivation on patient satisfaction through healthcare quality is an indirect effect, with the most negligible impact showing that it can feel patient satisfaction with a better level of service quality. The different thing in this study is the use of motivation and competence variables as independent variables. Achieving the level of satisfaction for patients is not always measured by competence alone. But with motivation is a predictor that triggers someone to maximize themselves with their competence to do something better and optimal.

Published in: 1st Australian International Conference on Industrial Engineering and Operations Management, Sydney, Australia

Publisher: IEOM Society International
Date of Conference: December 21-22, 2022

ISBN: 979-8-3507-0542-3
ISSN/E-ISSN: 2169-8767