The Effect of Management Performance on Service Quality and Employee Commitment at Prof. Dr. Rd Kandou Manado

Abstract

The healthcare industry has undergone significant changes due to technological advances, changing patient demographics, and increased business competition. Specifically, intense and competitive business competition provides new challenges and opportunities for both government-owned and private-owned hospital organizations to demonstrate commitment in providing the best health services for the community. One of the keys to success in the healthcare industry is human resource management. Human resources are a valuable asset as well as being one of the biggest expenditure objects in the organization. The quality of human resources will affect the achievement of organizational goals, so it is important to manage them carefully, wisely and professionally in order to realize a balance in the implementation of rights and obligations. the effect of management performance on service quality and employee commitment at Prof. Dr. RD Kandou Manado. By using a quantitative approach, this research is expected to provide insight into the factors that influence the performance of hospital management and their implications for the quality of health services and the commitment of hospital staff. Management performance is very influential on service quality and employee commitment. Management performance can be considered successful if it can minimize complaints and complaints from external consumers (patients) and also internal consumers (employees). Employee commitment to the work that is their duty and responsibility can be not optimal, less responsive and not creative because they only do automatic work tasks that have become their routine.