Peran Mediasi Agilitas Tenaga Kerja Dalam Meningkatkan Performa Pelayanan Prima Di Rumah Sakit Mitra Keluarga Cikarang
DOI:
https://doi.org/10.38035/jemsi.v7i4.7860Keywords:
Agilitas Tenaga Kerja, Keterlibatan Karyawan, Pemanfaatan Teknologi DigitalAbstract
Di tengah meningkatnya tuntutan pasien di era Healthcare 4.0 rumah sakit swasta Mitra Keluarga Cikarang menghadapi tantangan berupa keharusan mempertahankan standar pelayanan prima serta optimalisasi investasi teknologi digital yang telah dilakukan. Meskipun infrastruktur teknologi telah tersedia, kesenjangan masih terjadi jika tidak diimbangi oleh kesiapan mentalitas dan kelincahan sumber daya manusia dalam memanfaatkannya. Penelitian ini bertujuan untuk menganalisis pengaruh pemanfaatan teknologi digital dan keterlibatan karyawan terhadap performa pelayanan prima dengan agilitas tenaga kerja sebagai variabel mediator. Penelitian ini menggunakan pendekatan kuantitatif dengan desain cross-sectional. Survei dilakukan terhadap 215 karyawan medis dan non-medis yang dipilih melalui teknik purposive sampling. Data dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa pemanfaatan teknologi digital dan keterlibatan karyawan terbukti berpengaruh positif dan signifikan terhadap performa pelayanan prima, baik secara langsung maupun melalui mediasi agilitas tenaga kerja. Kesimpulannya, manajemen rumah sakit perlu menyinergikan penguatan sistem digital dengan pembinaan perilaku kerja yang lincah dan proaktif untuk mencapai keunggulan kompetitif yang berkelanjutan.
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