Pengaruh Komitmen Organisasi Terhadap Mutu Pelayanan Melalui Disiplin Kerja Sebagai Mediator

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh komitmen organisasi terhadap mutu pelayanan melalui disiplin kerja sebagai mediator. Masalah difokuskan pada mutu pelayanan di Rumah Sakit X yang dinilai masih kurang baik. Analisis masalah pada penelitian ini menggunakan skala mutu pelayanan, komitmen organisasi dan disiplin kerja berdasarkan teori Parasuraman et al, Allan & Meyer dan Hasibuan. Pengumpulan data dilakukan melalui interview dan kuesioner. Populasi di Rumah Sakit X berjumlah 385 karyawan. Tehnik pengambilan sampel menggunakan nonprobability sampling dengan pendekatan purposive sampling sehingga sampel dalam penelitian ini berjumlah 330 karyawan. Tehnik analisis data menggunakan model Structural Equation Modeling (SEM) dengan AMOS versi 23.0. Analisis SEM dilakukan dengan 2 tahapan yaitu Measuremen model dengan teknik Confirmatory Analysis Factor (CFA) dan struktural Measurement dengan teknik pengujian Goodness of Fit Index (GOFI). Pengujian tiga hipotesis dilakukan secara parsial dan satu lainnya dengan cara mediasi (intervening). Hasil pengujian H1, H2 dan H3 menunjukkan bahwa nilai Critical Ratio (C.R) ≥ 1,96 dan P-value < 0.05, sehingga disimpulkan bahwa ada pengaruh (1) komitmen organisasi terhadap disiplin kerja, (2) disiplin kerja terhadap mutu pelayanan dan (3) komitmen organisasi terhadap mutu pelayanan. Hasil uji Sobel H4 diperoleh nilai P-value Two-tailed < 0.05 atau nilai Sobel Test Statistic > 1.96, sehingga disimpulkan bahwa ada pengaruh komitmen organisasi terhadap mutu pelayanan melalui disiplin kerja sebagai mediator. This study aims to determine and analyze the influence of organizational commitment on service quality as an intermediary through work discipline. The focus of the problem is the quality of service at Hospital X which is considered unsatisfactory. The scales of service quality, organizational commitment, and work discipline based on the theory of Parasuraman et al, Allan & Meyer, and Hasibuan were used for analyzing the problem in this study. Data collection was done through interviews and questionnaires. The population at Hospital X was 385 employees and the sampling technique used purposive sampling hence as a result, the sample in this study consisted of 330 employees. The data analysis technique used is the Structural Equation Modeling (SEM) model with AMOS version 23.0. SEM analysis was carried out in 2 stages, the Measurement Model with the Confirmatory Analysis Factor (CFA) technique and Structural Measurement with the Goodness of Fit Index (GOFI) testing technique. The testing of three hypotheses was done partially and one other by means of mediation (intervening). The results of testing H1, H2 and H3 showed that the Critical Ratio (C.R) value ≥ 1.96 and P-value < 0.05, so it was concluded that there was an influence of (1) organizational commitment on work discipline, (2) work discipline on service quality and (3) organizational commitment on service quality. The results of the Sobel H4 test obtained a Two-tailed P-value < 0.05 or Sobel Test Statistic value> 1.96, so it was concluded that there was an influence of organizational commitment on service quality through work discipline as a mediator.