The Relationship Between Employee Characteristics and Service Excellence at UPT Puskesmas Penajam
DOI:
https://doi.org/10.47747/jnmpsdm.v7i3.3720Keywords:
employee characteristics, service excellence, leadership, organizational commitment, public health centerAbstract
Service excellence refers to service delivery that meets or exceeds operational standards and users’ expectations, including in primary health-care facilities. This study examined the relationships between eight employee characteristics leadership, coworker relations, organizational commitment, feedback, autonomy, task significance, skill variety, and tenure and service excellence at UPT Puskesmas Penajam, Penajam Paser Utara Regency. A quantitative cross-sectional survey was conducted among health workers using total sampling. Of 98 eligible personnel, 97 respondents were included in the analysis. We collected data using a five-point Likert questionnaire and analyzed them with Pearson correlation and multiple linear regression. Leadership, coworker relations, organizational commitment, feedback, autonomy, and task significance were positively and significantly related to service excellence, whereas skill variety and tenure were not statistically significant. The regression model showed a very strong overall relationship (R = 0.949; R² = 0.900; adjusted R² = 0.891; F = 99.085; p = 0.000). These findings indicate that service excellence in the public health center is more closely associated with managerial support, collaborative relationships, employee commitment, performance information, appropriate discretion, and perceived task importance than with tenure or the breadth of skills alone. Because the study used a cross-sectional design, the findings should be interpreted as associative rather than causal.
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