The Effect of Human Capital on Service Quality with Employee Performance as Intervening Variables in Hospital (Study at the Temanggung Regency General Hospital)
Abstract
This study aims to determine the effect of human capital on service quality with employee performance as an intervening variable in hospitals. The emphasis of measurement in this study is quantitative research with survey methods. The data collection technique used in this study was a survey using a questionnaire containing question items that were in accordance with the research variables. The questionnaires in this study were distributed directly using a paper form. The following is a score on a Likert scale. The population in this study were all employees of the Temanggung Regional General Hospital. The sample in this study was 100 people, which means 12.5% of the total affordable population was used as a sample. The affordable population in this study was 800, thus the sampling technique used was purposive random sampling. This study uses SEM (Structural Equation Modeling) analysis, the software used is smart PLS (Partial Least Square). The use of SEM analysis in this study is considered more accurate, because the authors can find out the components that make up the variables and know the value of each variable. The results revealed that human capital had a significant positive effect on employee performance at Temanggung Hospital. Human capital has a significant positive effect on service quality at Temanggung Hospital. Employee performance has a significant positive effect on service quality at Temanggung Hospital. Employee performance partially mediates the influence of human capital on service quality at Temanggung Hospital.
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DOI: http://dx.doi.org/10.18415/ijmmu.v9i4.3739
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