Original Research Article
Year: 2019 | Month: April-June | Volume: 3 | Issue: 2 | Pages: 31-37
Internal Marketing and Work Satisfaction of Service Quality in K.H. Hayyung Hospital Selayar District
Dian Ekawaty1, Wibowo2
1Hospital Administration Section, FKM, Hasanuddin University,
2Center for Research and Development of Health Services Resources
Health Research and Development Agency of the Indonesian Ministry of Health, Jakarta.
ABSTRACT
Internal marketing and job satisfaction are known as variables that affect service quality. This study aims to analyze the effect of internal marketing and job satisfaction on service quality in KH Hayyung General Hospital, Selayar Islands Regency, where indicators of internal marketing are employee education and training, employee empowerment, appreciation, employee cooperation, rewards. The work authorities are seen from indicators of employment, rewards, opportunities for promotion, supervision, co-workers, recognition and working conditions. Service quality is seen from internal environment indicators, activities, individuals, privacy, physical and mental needs, community access, employee relations and recording. This research method is quantitative by collecting data in the form of a questionnaire. The samples in this study were 120 employees and hospital patients by using SEM (Structural Equation Model). The results of this study indicate that internal marketing has a positive and significant effect on service quality, internal marketing has a positive and significant effect on job satisfaction, job satisfaction has a positive and significant effect on service quality, and internal marketing through job satisfaction has a positive and significant effect on service quality in RSUD KH Hayyung, Selayar Regency. From the results of the study it can be concluded that internal marketing and job satisfaction can affect the quality of service at K. H. Hayyung General Hospital, Selayar Regency.
Key words: Internal marketing, job satisfaction, service quality
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