Pengaruh Sistem Pengelolaan Organisasi dan Kualitas Pelayanan Internal terhadap Kepuasan Tenaga Kesehatan (Studi pada Tenaga Kesehatan di Puskesmas)


  • ANASTASIA JESSICA CHRISTI Pelita Harapan University
  • Albert Surya Wanasida Universitas Pelita Harapan



This study was conducted to determine the effect of the organizational management system and the quality of internal services on the satisfaction of health workers. The research model was tested empirically on the population of health workers working at the Bali Health Center. Data was collected by convenience sampling with a total of 203 respondents. This study uses the PLS-SEM method to process and analyze the data. The results of this study indicate that the organizational management system has a significant positive effect on the quality of internal services and the quality of internal services has a positive influence on the satisfaction of health workers. The structural model of this study can adequately predict the satisfaction variable of health workers. The results of this study have real implications for Puskesmas in Bali.


Abdullah, M., Huang, D., Sarfraz, M., Ivascu, L., & Riaz, A. (2020). Effects of internal service quality on nurses’ job satisfaction, commitment and performance: Mediating role of employee well‐being. Nursing Open, 8(2), 607-619.

Adriyanto, A. T. (2020). Enhancing Job Satisfaction through Colleague Support and Communication. Advances In Economics, Business And Management Research, 174, 222-228.

Aftab, H., & Idrees, W. (2012). A Study of Job Satisfaction and IT's Impact on the Performance in the Banking Industry of Pakistan. International Journal of Business and Social Science, 3(19), 174–179.

Afulani, P., Nutor, J., Agbadi, P., Gyamerah, A., Musana, J., & Aborigo, R. et al. (2021). Job satisfaction among healthcare workers in Ghana and Kenya during the COVID-19 pandemic: Role of perceived preparedness, stress, and burnout. PLOS Global Public Health, 1(10), e0000022.

Al-Ababneh, M., Masadeh, M., Al-Shakhsheer, F., & Habiballah, M. (2018). The impact of internal service quality on job satisfaction in the hotel industry. Research In Hospitality Management, 8(1), 55-62.

Alrawashdeh, H., Al-Tammemi, A., Alzawahreh, M., Al-Tamimi, A., Elkholy, M., & Al Sarireh, F. et al. (2021). Occupational burnout and job satisfaction among physicians in times of COVID-19 crisis: a convergent parallel mixed-method study. BMC Public Health, 21(1), 811.

Amanda, N., Anindita, R., & Hilmy, M. (2021). Compensation, Job Stress, and Job Satisfaction on Nurse Turnover Intention at Ananda Bekasi Hospital. Jurnal Manajemen Kesehatan Indonesia, 9(1), 38-44.

Amer, B. A. (2021). How covid-19 affected burnout and job satisfaction levels among the healthcare provider in jordanian hospitals. Journal Of Cardiovascular Disease Research, 12(5), 762-766.

Asamani, J., Amertil, N., & Chebere, M. (2015). The influence of workload levels on performance in a rural hospital. British Journal Of Healthcare Management, 21(12), 577-586.

Babin, B., & Boles, J. (1996). The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction. Journal Of Retailing, 72(1), 57-75.

Back, K., Lee, C., & Abbott, J. (2011). Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment. Cornell Hospitality Quarterly, 52(2), 111-124.

Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10(2), 99–109.

Borman, W.C. and Motowidlo, S.J. (1993) Expanding the Criterion Domain to Include Elements of Contextual Perfor- mance. In: Schmitt, N. and Borman, W.C., Eds., Personnel Selection in Organizations, Jossey-Bass, San Francisco, 71- 98.

Burton, L., & Peachey, J. (2009). Transactional or Transformational? Leadership Preferences of Division III Athletic Administrators. Journal Of Intercollegiate Sport, 2(2), 245-259.

Campbell, J.P., McCloy, R.A., Oppler, S.H. and Sager, C.E. (1993) A Theory of Performance. In: Schmitt, N. and Borman, W.C., Eds., Personnel Selection in Organizations, Jossey-Bass Publishers, San Francisco, 35-70.

CNN Indonesia. (2022). Indonesia Resmi Masuk Gelombang Ketiga Covid-19. Retrieved 6 March 2022, from

Criado, N., Julián, V., Botti, V., & Argente, E. (2010). A Norm-Based Organization Management System. Coordination, Organizations, Institutions And Norms In Agent Systems V, 19-35.

De Carlo, A., Dal Corso, L., Carluccio, F., Colledani, D., & Falco, A. (2020). Positive Supervisor Behaviors and Employee Performance: The Serial Mediation of Workplace Spirituality and Work Engagement. Frontiers in psychology, 11, 1834.

Edwards, B., Bell, S., Arthur, Jr., W., & Decuir, A. (2008). Relationships between Facets of Job Satisfaction and Task and Contextual Performance. Applied Psychology, 57(3), 441-465.

Ellickson, M., & Logsdon, K. (2001). Determinants of Job Satisfaction of Municipal Government Employees. State And Local Government Review, 33(3), 173-184.

FKUI, H. (2020). 83% Tenaga Kesehatan Indonesia Mengalami Burnout Syndrome Derajat Sedang dan Berat Selama Masa Pandemi COVID-19 - FKUI. Retrieved 6 March 2022, from

Ginanjar, A., Intiasari, A., & Wiyoto, A. (2016). Role of Puskesmas Leader in Development of UKBM in Purbalingga District. Buletin Penelitian Sistem Kesehatan, 19(1), 21-31.

Green, P. (2016). The perceived influence on organizational productivity: a perspective of a public entity. Problems And Perspectives In Management, 14(2), 339-347.

Greenberg, N., Docherty, M., Gnanapragasam, S., & Wessely, S. (2020). Managing mental health challenges faced by healthcare workers during covid-19 pandemic. BMJ, 368(1), 1–2.

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24.

Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: linkages and implications for management. Human Resource Planning, 19(2), 20-31.

Hamidifar, F. (2010). A Study of the Relationship between Leadership Styles and Employee Job Satisfaction at IAU in Tehran, Iran. AU-GSB E-JOURNAL, 3(1), 45-58.

Hardin, H., Safaat, H., & Syamsuddin, N. (2021). Hubungan kepuasan kerja perawat dengan mutu pelayanan keperawatan di Puskesmas Wara Selatan Kota Palopo. Jurnal Lontara Kesehatan, 2(1), 1-10.

Hart, C., & Bogan, C. (1992). The Baldrige: What It Is, How It's Won, How to Use It to Improve Quality in Your Company (1st ed.). McGraw-Hill.

Hartawan, E., Liu, D., Handoko, M., Evan, G., & Widjojo, H. (2021). Pengaruh Iklan Di Media Sosial Instagram Terhadap Minat Beli Masyarakat Pada E-Commerce. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)., 8(1). doi:

Henseler, J., Ringle, C., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal Of The Academy Of Marketing Science, 43(1), 115-135.

Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., & Schlesinger, L.A. (1994) Putting the Service-Profit Chain to Work. Harvard Business Review, 72, 164-170.

Hoffman, B., Blair, C., Meriac, J., & Woehr, D. (2007). Expanding the criterion domain? A quantitative review of the OCB literature. Journal Of Applied Psychology, 92(2), 555-566.

Inayat, W., & Jahanzeb Khan, M. (2021). A Study of Job Satisfaction and Its Effect on the Performance of Employees Working in Private Sector Organizations, Peshawar. Education Research International, 2021, 1-9.

Kazmi, S., & Naarananoja, M. (2014). Significance of Management System for Effective Organizational Management. GSTF Journal on Business Review (GBR), 3(2), 97-102.

Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS‐SEM: The inverse square root and gamma‐exponential methods. Information Systems Journal, 28(1), 227–261.

Lee, M. C. C., Idris, M. A., & Tuckey, M. (2019). Supervisory coaching and performance feedback as mediators of the relationships between leadership styles, work engagement, and turnover intention. Human Resource Development International, 22(3), 257–282.

Leskovic, L., Erjavec, K., Leskovar, R., & Vukovič, G. (2020). Burnout and job satisfaction of healthcare workers in Slovenian nursing homes in rural areas during the COVID-19 pandemic. Annals Of Agricultural And Environmental Medicine, 27(4), 664-671.

Liang, T., Chan, L., Lin, C., & Huang, Y. (2010). Relationship between leadership behaviors and task performance: The mediation role of job satisfaction and the moderation role of social distance. African Journal of Business Management, 5(14), 5920-5928.

Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297-1343). Chicago, IL: Rand McNally.

Mading, M., & Willa, R. (2020). Persepsi Beban Kerja Tenaga Kesehatan Puskesmas di Kabupaten Nagekeo Provinsi Nusa Tenggara Timur Tahun 2019. Buletin Penelitian Kesehatan, 48(3), 219 - 226.

Marshall, G., Baker, J., & Finn, D. (1998). Exploring internal customer service quality. Journal Of Business & Industrial Marketing, 13(4/5), 381-392.

Martinaningtyas, G., Girsang, L., Astuti, W., Pakpahan, M., & Purimahua, D. (2020). The Relationship between Workload and Nursing Job Satisfaction in One Private Hospital in The West Region of Indonesia. NERS: Jurnal Keperawatan, 16(2), 95-102.

McManus, I., Keeling, A., & Paice, E. (2004). Stress, burnout and doctors' attitudes to work are determined by personality and learning style: A twelve year longitudinal study of UK medical graduates. BMC Medicine, 2(1), 29.

Melisa, P., L. Mandey, S., & Hasan Jan, A. (2020). Analisis Pengaruh Promosi, Inovasi Produk Dan Citra Perusahaan Terhadap Keputusan Pembelian Melalui Perceived Value (Studi Kasus Pada Milenial Yang Menggunakan Maskapai Garuda Indonesia). JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)., 7(3). doi:

Motowidlo, S. J., & Van Scotter, J. R. (1994). Evidence that task performance should be distinguished from contextual performance. Journal of Applied Psychology, 79(4), 475–480.

Moynihan, D., & Pandey, S. (2007). Finding Workable Levers Over Work Motivation. Administration & Society, 39(7), 803-832.

Ningsih, S.R., Novita, R.VT., & Bandur, A. (2022). Pengaruh Supervisi dan Gaya Kepemimpinan Transformasional terhadap Kinerja Perawat dalam Kepatuhan Hand Hygiene dan Pencegahan Resiko Jatuh di RSU GMIBM Monompia Kotamobagu. Media Publikasi Promosi Kesehatan Indonesia (MPPKI), 3(3), 236-243.

Panjakajornsak, V. (2012). Applying the service profit chain to a private hospital in Thailand.NIDA Development Journal: วารสาร พัฒนบริหารศาสตร์, 49(2), 79-108.

Pantouvakis, A. (2011). Internal service quality and job satisfaction synergies for performance improvement: Some evidence from a B2B environment. Journal Of Targeting, Measurement And Analysis For Marketing, 19(1), 11-22.

Parasuraman, A., Berry, L., & Zeithaml, V. (1991). Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335-364.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Porotu'o, A., Kairupan, B., & Wahongan, G. (2021). Pengaruh Motivasi Kerja Dan Sikap Profesi Terhadap Kinerja Perawat Di Pelayanan Rawat Inap Rumah Sakit Umum GMIM Pancaran Kasih Manado Melalui Kepuasan Kerja Sebagai Variabel Intervening. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi)., 8(2).


Rachmat, R., Brasit, N., & Jusni, J. (2020). The Effects of The Leadership and the Supervision on the Discipline and Performance of the Employees in the Faculty of Medicine, Hasanuddin University Makassar. Hasanuddin Journal Of Business Strategy, 2(1), 95-104.

Rana, W., Mukhtar, S., & Mukhtar, S. (2020). Mental health of medical workers in Pakistan during the pandemic COVID-19 outbreak. Asian Journal of Psychiatry, 51(1), 1.

Riisgaard, H., Søndergaard, J., Munch, M., Le, J., Ledderer, L., Pedersen, L., & Nexøe, J. (2017). Work motivation, task delegation and job satisfaction of general practice staff: a cross-sectional study. Family Practice, 34(2), 188–193.

Rosyidawati, D., Noor, N., & Zulkifli, A. (2020). The Influence of Workload, Job Satisfaction and Work Motivation on Nurse Performance in Hospital Inpatient Installation. Journal Of Asian Multicultural Research For Social Sciences Study, 1(2), 56-63.

Rusli, Y., Nusri, T., & Farich, A. (2013). Analisis beban kerja dokter dan perawat di poli umum puskesmas kedaton kota bandar lampung dengan metode workload indicator staff needs (WISN). Jurnal Dunia Kesmas, 2(1), 1-13.

Saleem, H. (2015). The Impact of Leadership Styles on Job Satisfaction and Mediating Role of Perceived Organizational Politics. Procedia - Social And Behavioral Sciences, 172, 563-569.

Samadara, P. (2020). Internal Service Quality and Employee Performance: Case of Swiss Belin Kristal Hotel- Indonesia. The International Journal of Social Sciences World, 2(1), 109-115.

Shahu, R., & Gole, S.V. (2008). Effect of Job Stress and Job Satisfaction on Performance: An Empirical Study. AIMS International Journal of Management, 2, 237-246.

Shajahan, D. S., & Shajahan, L. (2004). Organizational behavior. New Age International Publications.

Sharma, P., Kong, T., & Kingshott, R. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance. Journal Of Service Management, 27(5), 773-797.

Shmailan, A. (2016). The relationship between job satisfaction, job performance and employee engagement: An explorative study. Issues In Business Management And Economics, 4(1), 1-8.

Shoja, E., Aghamohammadi, V., Bazyar, H., Moghaddam, H., Nasiri, K., & Dashti, M. et al. (2020). Covid-19 effects on the workload of Iranian healthcare workers. BMC Public Health, 20(1), 1636.

Singh, J.K., & Jain, M. (2013). A study of employees’ job satisfaction and its impact on their performance. Journal of Indian Research, 1(4), 105–111.

Sonnentag, S. (2017). A task-level perspective on work engagement: A new approach that helps to differentiate the concepts of engagement and burnout. Burnout Research, 5, 12-20.

Syahidul, S., Achmad, G., & Hudayah, S. (2020). Effect of internal service quality on employee satisfaction and its impact on internal customer satisfaction division port bontang coal terminal PT Indominco Mandiri. International Journal of Economics, Business And Accounting Research (IJEBAR), 4(4), 1347-1362.

Tan, B. Y. Q., Chew, N. W. S., Lee, G. K. H., Jing, M., Goh, Y., Yeo, L. L. L., Zhang, K., Chin, H.-K., Ahmad, A., Khan, F. A., Shanmugam, G. N., Chan, B. P. L., Sunny, S., Chandra, B., Ong, J. J. Y., Paliwal, P. R., Wong, L. Y. H., Sagayanathan, R., Chen, J. T., … Sharma, V. K. (2020). Psychological Impact of the COVID-19 Pandemic on Health Care Workers in Singapore. Annals of Internal Medicine, 173(4), 317–320.

Tirmizi, M. A., Malik, M. I., & Mahmood-ul-Hasan. (2008). Measuring satisfaction: An Investigation regarding age, tenure and job satisfaction of white collar employees. International Society of Behavioral Medicine.

Van Scotter, J. (2000). Relationships of Task Performance and Contextual Performance with Turnover, Job Satisfaction, and Affective Commitment. Human Resource Management Review, 10(1), 79-95.

Van Scotter, J. R., & Motowidlo, S. J. (1996). Interpersonal facilitation and job dedication as separate facets of contextual performance. Journal of Applied Psychology, 81(5), 525–531.

Walumbwa, F. O., Wang, P., Lawler, J. J., & Shi, K. (2004). The role of collective efficacy in the relations between transformational leadership and work outcomes. Journal of Occupational and Organizational Psychology, 77(4), 515–530.

Wang, G. (2012). The influence of internal service quality on employee job satisfaction at Taiwan-listed international tourist hotels: using organisational culture as the moderator. World Transactions on Engineering and Technology Education, 10(3), 174-183.

Wirani, V., Arso, S., & Suryawati, C. (2017). Analisis perbedaan faktor yang berpengaruh pada kepuasan kerja perawat PNS dan non PNS di RSUD Prof. Dr. Margono Soekarjo Purwokerto (Studi di RSUD Prof. Dr. Margono Soekarjo Purwokerto). Jurnal Kesehatan Masyarakat (Undip), 5(4), 153-163.

Yáñez-Araque, B., Gómez-Cantarino, S., Gutiérrez-Broncano, S., & López-Ruiz, V. R. (2021). Examining the Determinants of Healthcare Workers' Performance: A Configurational Analysis during COVID-19 Times. International journal of environmental research and public health, 18(11), 5671.

Yudiah, W., Yudianto, K., & Prawesti, A. (2018). Fatigue and work satisfaction of emergency nurses in Bandung, West Java, Indonesia. Belitung Nursing Journal, 4(6), 602-611.

Yulianti, R. (2021). The Analysis of Nurse Performance During Covid-19 Pandemic: A Case Study from Private Hospital in Tangerang. Jurnal Manajemen Teori Dan Terapan| Journal Of Theory And Applied Management, 14(2), 147.

Zhang, M., Zhang, P., Liu, Y., Wang, H., Hu, K., & Du, M. (2021). Influence of perceived stress and workload on work engagement in front-line nurses during COVID-19 pandemic. Journal of clinical nursing, 30(11-12), 1584–1595.




How to Cite

CHRISTI, A. J., & Wanasida, A. S. (2022). Pengaruh Sistem Pengelolaan Organisasi dan Kualitas Pelayanan Internal terhadap Kepuasan Tenaga Kesehatan (Studi pada Tenaga Kesehatan di Puskesmas). JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 9(3), 1116–1139.