Analisis Strategi Kualitas Pelayanan Dalam Rangka meningkatkan Kinerja Organisasi

Abstract

The objectives of this research are to analyze the service quality (servqual), to praise organizational performance of Medical Centre at Semarang, to know what aspects that should be maintained and would be improved. The sample technique of this research was purposive sampling. The questioners were delivered to 100 respondents. The technique of data analysis used in this research was descriptive quantitative-qualitative. This research uses Structural Equation Modeling (SEM) under AMOS 6 program as analysis tools. The data analysis result of this research shows that the research model and result can be accepted. The result of the research proves that service culture, motivation and medical treatment have positive and significant influence to service quality. Moreover, service quality has influence to organizational performance. The higher the service culture, motivation and medical treatment are, the higher the organizational performance to  the service quality is.  Key words: Intelligence quotient, emotional intelligence, spiritual intelligence, employee performance