ANALISIS PENGARUH DIMENSI ORIENTASI LAYANAN(SERVICE ORIENTATION) TERHADAP INOVASI LAYANAN (SERVICE INNOVATION) RSUD M. YUNUS BENGKULU

Alfiani, Nova and Alfansi, Lizar and Anggarawati, Sularsih (2014) ANALISIS PENGARUH DIMENSI ORIENTASI LAYANAN(SERVICE ORIENTATION) TERHADAP INOVASI LAYANAN (SERVICE INNOVATION) RSUD M. YUNUS BENGKULU. The Manager Review Jurnal Ilmiah Manajemen, 15 (1). pp. 303-313. ISSN 1979-2239

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Abstract

The purpose of this study is to examine the effect of service orientation on service innovation. The study have been conducted at public sector of Regional General Hospital (RSUD)of M.Yunus. Data is primary, there were 249 questionnaires which can be analyzed.This study used a multiple linear regression analysis with the SPSS 16 program. To measure service innovation, it is used five indicators. They are implementation, special program, new methods, modification, offering new service. Variables of strategic orientation are measured by 10 dimensions. They are service vision, servant leadership, customer treatment, employee empowerment, service failure prevention, service failure recovery, service technology, service standard communication, service reward, and service training . Based on the test results proving that the orientation dimensions have a significant influence for the service innovation, they are servant leadership, service failure recovery, service technology, and service training. While the other dimensions did not significantly effect service innovation, they are service vision,customer treatment, employee empowerment, service failure prevention, and service reward.

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