Antecedents That Affect Job Satisfaction and Employee Performance

Abstract

In the era of globalization, which is marked by intense competition between hospitals, it requires anticipating improvements in service quality on an ongoing basis in line with the increasingly high expectations of customers for hospital services. This paper presents the quality of internal services and individual characteristics of satisfaction and its implications for employee performance. The population of this study was 56 participants of the Regional General Hospital (Korpri) of East Kalimantan Province through a questionnaire. The analysis model uses Structural Equation Model (SEM) based on Partial Least Square (PLS). Overall, the Quality of Internal Service has a positive and significant effect, while Individual Characteristics have a positive and significant impact on Job Satisfaction. The second model proves that the Quality of Internal Service actually has a positive and significant effect on Employee Performance. On the other hand, Individual Characteristics and Job Satisfaction have a positive impact, but not significant for Employee Performance. In order to improve employee satisfaction and performance through individual characteristics and service quality, there is a need for support from management and fostering good relationships with superiors and colleagues.