The Effect of Human Resources Calculation Method on Service Quality and Productivity through Workload Analysis at AB Blitar Hospital

Pengaruh Metode Penghitungan Sdm Terhadap Kualitas Dan Produktivitas Pelayanan Melalui Analisis Beban Kerja Di RSU AB Blitar

Abstrak

Proper human resource planning is a strategic determinant in improving hospital service quality and productivity, as mismatches between staffing levels and actual workload may reduce service quality, prolong waiting times, and lower staff productivity. This quantitative cross-sectional study examined the effect of staffing needs calculation and workload analysis on service quality and productivity at RSU Aminah Blitar, involving healthcare and administrative staff selected through proportional sampling. Independent variables included staffing needs calculation, workload standards, and staffing suitability, while dependent variables comprised service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and service productivity indicators (output per staff, service target achievement, and time efficiency), analyzed using multiple linear regression. The findings revealed that staffing needs calculation significantly influenced both service quality and productivity (p < 0.05), with units having workload-aligned staffing demonstrating higher patient satisfaction and better service efficiency. In conclusion, workload-based staffing needs calculation plays a critical role in enhancing hospital performance, and regular evaluation and strategic human resource planning are recommended to ensure sustainable and high-quality healthcare services.

Kata Kunci: staffing needs calculation, workload analysis, service quality, service productivity, hospital human resource managemen