Loly Saputri Lirang (1), Sinarwaty (2), Wahyuniati Hamid (3), Dzulfikri Azis Muthalib (4)
This research aims to understand and explain the Effect of Internal Service Quality on Employee Performance and Job Satisfaction with the Mediation of Employee Welfare at the Regional General Hospital of Kabupaten Konawe Kepulauan. The approach used in this research is a quantitative approach (positivism). The population in this study consisted of all nurses serving at the Regional General Hospital of Konawe Kepulauan Regency, totaling 50 people. Considering the limited population size, the entire population was used as respondents (census). Data processing and analysis in this research were carried out using the Partial Least Square (PLS) 4.0 software. The results of this study indicate that Internal Service Quality has a positive and significant effect on Job Satisfaction. Internal Service Quality has a positive and significant effect on Employee Welfare. Internal Service Quality has a positive and significant effect on Employee Performance. Employee Welfare has a positive and significant effect on Job Satisfaction. Employee Welfare has a positive and significant effect on Employee Performance. Employee Welfare acts as a partial mediation variable in the relationship between Internal Service Quality and Job Satisfaction. Furthermore, Employee Welfare also acts as a partial mediation variable in the relationship between Internal Service Quality and Employee Performance.
Abdullah, M.I., Huang, D., Sarfraz, M., Ivascu, L., and Riaz, A. (2020). Effects of internal service quality on nurses’ job satisfaction, commitment and performance Mediating role of employee well?being. [https://doi.org/10.1002/nop2.665](https://doi.org/10.1002/nop2.665)
Ahmadi (2012) Ahmadi "Survey the Main Factor Impact on Work Motivation" International journal of learning and development.
Ariansyah, K. (2015). Kualitas Pelayanan Internal Direktorat Jenderal Sumber Daya Dan Perangkat Pos Dan Informatika. Buletin Pos Dan Telekomunikasi, 11(3), 209. [https://doi.org/10.17933/bpostel.2013.110303](https://doi.org/10.17933/bpostel.2013.110303)
Badan Pusat Statistik. (2022). Statistik Kesehatan Indonesia. Jakarta: BPS.
Gounaris, S., Vassilikopoulou, A., & Chatzipanagiotou, K. (2010). Internal?market orientation: a misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), 1667-1699. https://doi.org/10.1108/03090561011079837
Grönroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books. ISBN: 978-0669214362
Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach. Chichester: John Wiley & Sons. ISBN: 978-0471986234
Guo, L., Du, J., & Zhang, J. (2024). Supervisor bottom-line mentality and employee workplace well-being: a multiple mediation model. Baltic Journal of Management, 19(2), 218-233. https://doi.org/10.1108/bjm-11-2023-0467
Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning, 19(2), 20–31.
Hasibuan, M. S. P. (2012). Manajemen Sumber Daya Manusia. Bumi Aksara.
Hasibuan, M. S. P. (2017). Manajemen sumber daya manusia (Edisi revisi). PT Bumi Aksara.
Hasibuan, M. S. P. (2019). Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara.
Heier & Nelson?Brantley (2024) Heier and Nelson?Brantley "Nurse Faculty Job Satisfaction: A Concept Analysis" The journal of continuing education in nursing (2024)
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174.
Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. Free Press. ISBN: 978-0684825755
Hustia, A. (2020). Pengaruh Motivasi Kerja, Lingkungan Kerja Dan Disiplin Kerja Terhadap Kinerja Karyawan Pada Perusahaan WFO Masa Pandemi. Jurnal Ilmu Manajemen, 10(1), 81. https://doi.org/10.32502/jimn.v10i1.2929
Ibrahim, A., Fakhri, K., Ruskan, E., Kurniawan, D., & Meiriza, A. (2023). Application of the Service Quality Method to Assess the Quality of Administrative Services at universities. Journal of Informatics and Telecommunication Engineering, 7(1), 143-154. https://doi.org/10.31289/jite.v7i1.9636
International Council of Nurses. (2023). Nursing Workforce Statistics and Global Nursing Leadership. Geneva: ICN.
Jaškevi?i?t?, V. (2021). Trust in organization effect on the relationship between HRM practices and employee well-being. SHS Web of Conferences, 120, 02021. https://doi.org/10.1051/shsconf/202112002021
Jati, I. P. D., Putra, I. G. N. W., & Yasa, N. N. K. (2021). Pengaruh kualitas layanan internal dan kepuasan kerja terhadap kinerja karyawan hotel. Jurnal Manajemen dan Kewirausahaan, 23(1), 45–54.
Kang, G., Jame, J., & Alexandris, K. (2002). Measurement of internal service quality: application of the SERVQUAL battery to internal service quality. Managing Service Quality, 12(5), 278-291. https://doi.org/10.1108/09604520210442065
Kahneman, D. and Deaton, A. (2010). High income improves evaluation of life but not emotional well-being. Proceedings of the National Academy of Sciences, 107(38), 16489-16493. https://doi.org/10.1073/pnas.1011492107
Kementerian Kesehatan Republik Indonesia. (2023). Profil Kesehatan Indonesia. Jakarta: Kemenkes RI.
Lase, Y., Lase, D., Telaumbanua, E., & Lase, H. (2024). Hubungan antara budaya organisasi dengan kepuasan kerja pegawai di Kantor KPU Kota Gunungsitoli. Tuhenori J. Ilm. Multidisiplin, 2(1), 47-58. https://doi.org/10.62138/tuhenori.v2i1.51
Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology. Chicago: Rand McNally.
Li, J. and Ju, S. (2023). The Correlation Between Spiritual Leadership and the Well-Being of Chinese Primary and Secondary School Teachers. International Journal of Academic Research in Progressive Education and Development, 12(2).
Luthans, F., Avolio, B., Avey, J., & Norman, S. (2007). Positive Psychological Capital: Measurement And Relationship With Performance And Satisfaction. Personnel Psychology, 60(3), 541-572. https://doi.org/10.1111/j.1744-6570.2007.00083.x
Maharani, A., Nugraha, H. S., & Widiartanto. (2020). Internal service quality as a driver of employee satisfaction, commitment, and turnover intention: Exploring the focal role of employee well-being. Jurnal Ilmu Administrasi Bisnis, 9(3), 250–260.
Maslow, A. H. (1943). A Theory of Human Motivation. Psychological Review, 50(4), 370-396. https://doi.org/10.1037/h0054346
Nurhayati, S. (2018). Pengaruh Kualitas Layanan Internal Terhadap Kesejahteraan Karyawan. Jurnal Manajemen dan Bisnis, 5(1), 45-58. https://doi.org/10.33065/jmb.v5i1.124
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. https://doi.org/10.1016/S0022-4359(88)80008-4
Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Perceived service quality as a customer?based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335-364. https://doi.org/10.1002/hrm.3930300304
Pratama, A. (2019). Pengaruh Kualitas Layanan Internal Terhadap Kinerja Karyawan di Sektor Pelayanan Kesehatan. Jurnal Manajemen dan Kewirausahaan, 11(2), 78-89. https://doi.org/10.9744/jmk.11.2.78-89
Pratama, R., & Wibowo, A. (2019). Pengaruh kesejahteraan pegawai terhadap kepuasan kerja dan kinerja. Jurnal Manajemen, 23(3), 345–360.
Rivai, V. (2014). Manajemen Sumber Daya Manusia untuk Perusahaan: Dari Teori ke Praktik. Jakarta: Raja Grafindo Persada. ISBN: 978-9797697352
Rivai, V., & Sagala, E. J. (2018). Manajemen Sumber Daya Manusia untuk Perusahaan. Jakarta: Rajawali Pers.
Robbins, S. P., & Judge, T. A. (2009). Organizational behavior (13th ed.). Pearson Education.
Rusvitawati, D. (2022). Pengaruh kualitas pelayanan internal dan motivasi kerja terhadap kinerja karyawan di PT NS Tractors. Jurnal Manajemen dan Bisnis, 11(2), 85–94.
Suwatno dan Donni Juni Priansa. 2011. Manajemen Sumber Daya Manusia Dalam Organisasi Publik Dan Bisnis. Bandung: Cv. Alfabeta.
Sutrisno, E. (2020). Manajemen Sumber Daya Manusia. Jakarta: Kencana.
Utami, H., & Wibowo, A. (2020). Hubungan Kualitas Layanan Internal dan Kesejahteraan Tenaga Kesehatan di Rumah Sakit. Jurnal Administrasi Kesehatan Indonesia, 8(2), 112-120. https://doi.org/10.20473/jaki.v8i2.21478
Widyaningrum, R., & Utami, H. N. (2021). Pengaruh Kualitas Layanan Internal Terhadap Kepuasan Kerja Karyawan Rumah Sakit. Jurnal Administrasi Rumah Sakit, 17(2), 145-153. https://doi.org/10.36418/jars.v17i2.582
Weigelt, O., Gierer, P., & Syrek, C. (2019). My Mind is Working Overtime—Towards an Integrative Perspective of Psychological Detachment, Work-Related Rumination, and Work Reflection. International Journal of Environmental Research and Public Health, 16(16), 2987. https://doi.org/10.3390/ijerph16162987
Wulandari, R., & Sudaryanto, B. (2021). Pengaruh Kesejahteraan Karyawan Terhadap Kepuasan Kerja Tenaga Medis. Jurnal Manajemen Sumber Daya Manusia, 14(1), 102-115. https://doi.org/10.24815/jmsd.v14i1.2145