The Influence of Competence, Quality of Public Services and Emotional Exhaustion on the Performance of Health Workers at BLUD RSU Bombana District
Keywords:
Competence, Service Quality, Emotional Exhaustion, Health Workers PerformanceAbstract
The aims of this research is to examine and explain the effect of competence, service quality and emotional exhaustion both simultaneously and partially on the performance of health workers. This research approach is a positivist paradigm with a quantitative method. Data collection was carried out in a cross-sectional manner by using a questionnaire for all health workers at the BLUD Bombana District General Hospital. Therefore, the study population was all health workers at the BLUD Bombana District General Hospital, totaling 302 people. Furthermore, the size of this research sample was determined using the Slovin formula at a precision level of 10% and the sampling technique used was random sampling so that a total of 51 workers were obtained. The results of this study indicate that competence, service quality and emotional exhaustion together have a positive and significant effect on the performance of health workers. Competence has a positive and significant effect on the performance of health workers. Then the quality of service has a positive and significant effect on the performance of health workers. Furthermore, partially emotional exhaustion has a negative and significant effect on the performance of health workers. Thus it can be concluded that the better the competence, quality of service and decreased emotional exhaustion, the performance of health workers will significantly increase. This result is also reinforced by the statements of respondents based on the description of the competency variables, service quality, emotional exhaustion and the performance of health workers, the majority of respondents stated that they were good.
References
Aleksandra Grobelna (2020) Emotional exhaustion and its consequences for hotel service quality: the critical role of workload and supervisor support, Journal of Hospitality Marketing & Management, DOI: 10.1080/19368623.2021.1841704
Al-jazzazi, A. and Sultan, P. (2017), Demographic differences in Jordanian bank service quality perceptions, International Journal of Bank Marketing, Vol. 35 No. 2, pp. 275-297.
American Psychologist, 44(3):513–524.
Amstrong Michael. (2020). Armstrong's Handbook of Human Resource Management Practice, 15th Edition Published: 3rd January 2020, London: Kogan Page.
Ance Selfi Adianita, Siti Mujanah, dan Candraningrat (2017) Kompetensi Karyawan, Emotional Quotient Dan Self Efficacy Pengaruhnya Terhadap Organizational Citizenship Behavior Dan Kinerja Karyawan Pada Indomobil Grup Di Surabaya. Journal Of Research In Economics And Management, Volume 17, No. 1, Januari – Juni (Semester I) 2017, Halaman 199-212.
Andrew J. Elliot, Carol S. Dweck, (2007), Hand Book of Competence and Motivation,
Andrews, R. and Van de Walle, S. (2012), New Public Management and citizens’ perceptions of local service efficiency, responsiveness, equity and effectiveness, Public Management Review, doi:10.1080/14719037.2012.725757
Anggun Palupining Tiyas dan Parmin (2021) Pengaruh Kompetensi dan Komunikasi Organisasi Terhadap Kinerja Melalui Kepuasan Kerja sebagai Variabel Intervening pada Pendamping PKH Kabupaten Kebumen, Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi, Vol 3(2) April 2021, PP. 377-395
Ashill, N, J, Janet, C, and Jayne, K, (2006) The effect of management commitment of service quality on frontline employee’s affective and performance outcomes: an empi- rical investigation of the New Zealand public healthcare sector. International Journal of Nonprofit and Voluntary Sector Marketing, Nov. 2006, 11, 4, ABI/INFORM GLOBAL pg. 271-287.
Ashkanasy, N. M., Hartel, C. E. J., & Daus, C. S. 2002. Diversity and emotion: The new frontiers in organizational behavior research. Journal of Management, 28(3), 307– 338.
Asri Usman (2012) Pengaruh Gaya Kepemimpinan Dan Self Efficacy Terhadap Kelelahan Emosional, Komitmen Organisasi Dan Kepuasan Kerja Serta Dampaknya Terhadap Penyimpangan Organisasi. Disertasi tidak dipulikasikasi. Hasanuddin University
Aulia, dan Komara. (2022). Pengaruh Stres Kerja, Kelelahan Kerja, dan Motivasi Kerja terhadap Kinerja Perawat. MDP Student Conference 2022, Universitas Multi Data Palembang, PP 134-141
Aysegul Acar dan Mehmet Erkan (2018) The Effects of Quality of Work Life on Burnout Syndrome: A Study on Hospitality Industry, Journal of Tourismology, 4(1): 35–53
Babakus, E., David W. Cravens, Mark Johnston & William C. Moncrief. 1999. The Role of Emotional Exhaustion in Sales Force Attitude and Behavior Relationships. Journal of the Academy of Marketing Science. Volume 27 No.1, p.58-70.
Bakker, A.B. (2015), A job demands – resources approach to public service motivation,
Bakker, A.B., Westman, M. and Schaufeli, W.B. (2007), Crossover of burnout: an experimental design, European Journal of Work and Organizational Psychology, Vol. 16 No. 2, pp. 220-239.
Barnes James G, (2001) Secrets Of Customer Relationship Management, Terjemahan Andreas Winardi, 2003, Yogyakarta: Penerbit Andi Yogyakarta.
Basu Suwasta Dharmmesta dan Hani Handoko (2014) Manajemen pemasaran, BPFE: Yogyakarta.
Basuki J. (2012) Budaya layanan publik, Hartomo Media Pustaka. Jakarta.
Bennet Silalahi, (2004). Corporate Culture and Performance. Copyright. Yayasan Pendidikan Al Hambra. Jakarta
Bercker dan Ulrich, (2002). HRD Management Personalty. Kill World, USA.
Bernadin, H.J. (2007). Human resource management: An exponential approach 4th ed.
Bezes, P., Demazie`re, D., Le Bianic, T., Paradeise, C., Normande, R., Benamouzig, R., Pierru, F. And Evetts, J. (2012), New public management and professionals in the public sector. What new patterns beyond opposition?, Sociologie du travail, Vol. 54 No. 1, pp. e1-e52.
Bloom and Taxanomy, (2008). Hand Book Education Objective. Grafedad Hard, USA. Boxall, P. F., & Purcell, J. (2008). Strategy and human resource management (2nd ed.).
Boyatzis, R (1982) The Competent Manager, New York, Wiley
Buckley, J. (2003), E-service quality and the public sector, Managing Service Quality, Vol. 13 No. 6, pp. 453-62.
Caputo, J. S., 1991. Stress and burnout in library service. Canada : the Oryx Press.
Churiyah, Madziatul, 2011. Pengaruh Konflik Peran, Kelelahan Emosional terhadap Kepuasan Kerja dan Komitmen Organisasi. Jurnal Ekonomi Bisnis Vol. 16 No. 2 Juli 2011 hal. 145-154.
Colquitt, Jason A., Jeffery A. Lepine dan Michael J. Wesson (2015). Organizational Behavior Improving performance and commitment in the workplace 4 edition. Mc Graw Hill. New York.
Computer Science. Vol. 9, No. 12, pp: 1500-1518.
Congress Cataloge, Library of New York.
Cooper, D. (2004), Organisational change: from public to private sector – a UK based reflective case study, Journal of American Academy of Business, Vol. 5 Nos 1/2, pp. 474-80.
Cooper, D. R., & Schindler, P. S. (2014). Business research methods (12th Ed). New York, NY: McGraw-Hill/Irwin.
Cortado, J, F (1996) Total quality management, Gramedia, Jakarta.
Cravens David W. dan Nigel F. Peircy. (2009), Strategic Marketing, Ninth Edition, McGraw Hill.
Debrah L. Nelson dan James Campell Quick, (2014), Principles of Organization Behavior. South- Western: Thomson.
Decenzo David A. dan Stephen P. Robbins (2013) Human Resource Management (Tenth Edition), Publisher Wiley.
Defi Setya Ningrum dan Bayu Imanuddin (2021) Pengaruh Disiplin Kerja Dan Kinerja Petugas Puskesmas Terhadap Kualitas Pelayanan Kesehatan Di Puskesmas Jatiuwung Kota Tangerang Tahun 2021, Nusantara Hasana Journal Volume 1 No. 7 (Desember 2021), Page: 21-26
Demerouti, E., Bakker, A.B. and Leiter, M. (2014), Burnout and job performance: the moderating role of selection, optimization, and compensation strategies, Journal of Occupational Health Psychology, Vol. 19 No. 1, pp. 96-107.
Demerouti, E., Bakker, A.B., Nachreiner, F. and Schaufeli, W.B. (2001), The job demands-resources model of burnout, Journal of Applied Psychology, Vol. 86, pp. 499-512.
Dessler, Gary. (2019) Human Resource Management eBook, 16th Edition Pearson Higher Ed USA
Dharma, Surya. (2013). Manajemen Kinerja falsafah teori dan Penerapannya, Pustaka pelajar, Yogyakarta.
Dion Alan Nugraha, Banuara Nadeak, Nelly Martini, Dede Jajang Suyaman (2022) Pengaruh Pengembangan Karir, Kompetensi, Dan Kepuasan Kerja Terhadap Kinerja Pegawai Negeri Sipil Dinas Kelautan Dan Perikanan Provinsi Jawa Barat, At-Tadbir: Jurnal Ilmiah Manajemen Vol. 6, No. 1, 2022, 81 – 93
Dwiyanto A, (2010) Manajemen layanan publik: perhatian, inculisive dan kolaborasi, Universitas Gadjah Mada Press, Yogyakarta.
Edi Sugiono, Darmadi, dan Suryono Efendi (2021) Pengaruh Kompensasi, Gaya Kepemimpinan dan Kompetensi Terhadap Kinerja Pegawai Melalui Kepuasan Kerja Pada Pusdatin Kementan RI, Jurnal Manajemen Dan Bisnis Indonesia, Vol 07 No 2, Hal 132 - 149
European Commission, DG Enterprise (2012), Excellence in public administration for competitiveness in EU Member States, http://ec.europa.eu/europe2020/ pdf/themes/34_quality_of_public_administration_final.pdf.
Fatimah Fauzi Basalamah, Reza Aril Ahri, dan Arman (2021) Pengaruh Kelelahan Kerja, Stress Kerja, Motivasi Kerja dan Beban Kerja Terhadap Kinerja Pelayanan Perawat di RSUD Kota Makassar. An Idea Health Journal, Volume 1, Issue 02, PP 68-80
Fernandes, S. and Adji Achmad Rinaldo, A. (2018), The mediating effect of service quality and organizational commitment on the effect of management process alignment on higher education performance in Makassar, Indonesia, Journal of
Fitzsimmons, J, A, and Mona J. F, (1994) Services management for competitive advantage, Mc. Graw Hill International Edition, New York.
Flippo Edwin B. (2005). Manajemen personalia Jilid 1 Ed.6, Terjemahan Alponso S, Erlangga, Jakarta.
Frank Nana Kweku Otoo, Evelyn Akosua Otoo, Godfred Kwame Abledu, Akash Bhardwaj. (2019), Impact of human resource development (HRD) practices on pharmaceutical industry’s performance:
Guest, D.E. (2017), Human resource management and employee well-being: towards a new analytic framework, Human Resource Management Journal, Vol. 27 No.1, pp. 22–38.
Gutie´rrez, P., Va´zquez, J.L., Edwards, J.R. and Vaughan, D.R. (2009), Quality dimensions in the public sector: municipal services and citizen’s perception, International Review of Public and Non-Profit Marketing, Vol. 6 No. 1, pp. 75-90.
Hair, J.F., Hult, G.T.M., Ringle, C.M. and Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed., Sage, Thousand Oaks, CA.
Halbesleben, J.R. and Wheeler, A.R. (2011), I owe you one: coworker reciprocity as a moderator of the day-level exhaustion performance relationship, Journal of Organizational Behavior, Vol. 32 No. 4, pp. 608-626.
Halbesleben, J.R.B. and Buckley, M.R. (2004), Burnout in organizational life, Journal of Management, Vol. 6 No. 6, pp. 859-879.
Handoko, T.H., (2010). Managemen Personalia dan Sumber Daya Manusia, BPFE UGM, Yoyakarta.
Hardiyansyah (2011) Kualitas layanan publik, Gava Media. Yogyakarta.
Henri, J. (2004), Performance measurement and organizational effectiveness: bridging the gap, Managerial Finance, Vol. 30 No. 6, pp. 93-123. https://doi.org/10.1108/03074350410769137
Hill, P., (1977). On goods and services. Review of Income and Wealth, 23 (4), 315–338. Hobfoll. 1989. Conservation of resources: a new attempt at conceptualizing stress.
Houkes, Inge. Peter P M Janssen., Jan de Jonge., and Arnold B Bakker. 2003. Specific determinants of intrinsic work motivation, emotional exhaustion and turnover intention: a multisample longitudional study. Journal of Occupational and Organizational Psychology.
Hutapea, Parulian and Nuriana Thoha. (2008). Kompetensi Plus. Jakarta: PT Gramedia Pustaka Utama
Islam, M.Z. and Siengthai, S. (2009), Quality of work life and organisational performance: empirical evidence from Dhaka export processing zone, paper presented in ILO conference on ‘Regulating for Decent Work’, Geneva.
Ivancevich, John M., Robert Konopaske, Michael T. Matteson. (2014). Organizational Behavior & Management. Tenth Edition. Mc Graw Hill.
Kadek Loka Suristya dan Nyoman Rasmen Adi (2021) Pengaruh Kompetensi Karyawan Dan Motivasi Terhadap Kinerja Melalui Kepuasan Kerja Sebagai Variabel Intervening, Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi Vol.8 No.1 Januari-April 2021, Hal. 50-70
Kadir, S.L.S.A., Abdullah, M. and Agus, A. (2000), On service improvement capacity index: a case study of the public service sector in Malaysia, Total Quality Management, Vol. 11 Nos 4-6, pp. 837-43.
Kant, R. and Jaiswal, D. (2017), The impact of perceived service quality dimensions on customer satisfaction: an empirical study on public sector banks in India, International Journal of Bank Marketing, Vol. 35 No. 3, pp. 411-430.
Kehoe, R.R. and Wright, P.M. (2013), The impact of high performance human resource practices on employees’ attitudes and behaviors, Journal of Management, Vol. 39 No. 2, pp. 366-391.
Korossy, K. (1997). Extending the Theory of Knowledge Spaces: A Competence Performance Approach. Zeltschrift Fur Psychologle. Vol. 205, pp: 53-82.
Kotler, Philip and Kevin Lane Keller, (2016). Marketing Managemen, 15th Edition, Pearson Education, Inc.
Kotler, Philip dan Armstrong, Gary (2014) Principles of Marketing, Edition 15th ed., global ed. Boston: Pearson.
Kuo, S.Y. (2015), Occupational stress, job satisfaction, and affective commitment to policing among taiwanese police officers, Police Quarterly, Vol. 18 No. 1, pp. 27- 54.
Ladhari, R. (2009), Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry, Managing Service Quality: An International Journal, Vol. 19 No. 3, pp. 308-331. https://doi.org/10.1108/09604520910955320
New York, NY: Palgrave Macmillan.
NewYork: McGraw-Hill Irwin.
Organizational Change Management, Vol. 31 No. 2, pp. 410-425. https://doi.org/10.1108/JOCM-11-2016-0247
Public Administration Review, Vol. 75 No. 5, pp. 723-732.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 International Association of Management and Human Resource Development
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License.
