The Role of Human Resources (HR) Competence and Organizational Culture on Service Quality in Improving Employee Performance at Pertamina Central Hospital, Jakarta

Hery Emria, Nurhidayati Nurhidayati

Abstract


This study aims to analyze the role of Human Resources (HR) competence and organizational culture on employee performance in improving service quality at Pertamina Central Hospital, Jakarta. Hospitals as health service institutions are highly dependent on the quality of HR and work culture that support patient satisfaction and operational effectiveness. The research method uses a quantitative approach with Partial Least Square-Structural Equation Modeling (PLS-SEM) data analysis techniques. The research sample was 235 respondents who were employees at RSPP Jakarta. The results of the study indicate that HR competence and organizational culture have a positive and significant influence on service quality and employee performance. In addition, service quality can mediate the influence of HR competence and organizational culture on employee performance. Based on these findings, it is recommended that hospital management further strengthen the development of HR competence in a sustainable manner, encourage a proactive and innovative organizational culture, and improve an objective and transparent performance appraisal system in order to make a real contribution to service quality and patient satisfaction.

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