Abstract:
Internal Service Quality (ISQ) is an important matter for employees in realizing high quality of
service. Community Health Center as the spearhead of health services, it is crucial to provide high
quality services (ISQ) to employees, both medical and non-medical so that they can provide
satisfactory services to the community or patients. The purpose of this study is to analyze the
influence of ISQ on job satisfaction and employee performance, and also to explore the mediating
effect of job satisfaction on the influence of ISQ towards employee performance. This study was
conducted at Community Health Center in Kuta area of Badung Regency, with a sample of 71
people. The sample size determination method used saturated sampling technique and data analysis
method used Partial Least Square (PLS). The results of study showed that ISQ influences positively
and significantly on employee performance. ISQ also has a positive and significant effect on job
satisfaction. From the results of mediation testing, it is proven that job satisfaction partially mediates
the influence of Internal Service Quality on employee performance. |
