No abstract

Purpose: For years, research has focused on organizational culture though the organizational climate (OC) is a multidimensional construct. Hospital is a unique organization having unique climate, special for public hospital. This research was a quantitative study, a cross-sectional approach. The sample selected from 150 the employee of public hospitals in Makassar. The data was analyzed by structural equation model (SEM) to test the model of relationship among OC, OCB and SQ. The hypotheses were: 1) There was a relationship of OC to OCB; 2) There was a relationship between OCB and Service quality (SQ); 3) There was a relationship between OC and SQ. Findings: The Confirmatory Factor Analysis (CFA) test presented the loading factor of managerial tools<0,5 means invalid indicator. The goodness of fit indicators showed the RMSEA 0,061 (fit). The model was accepted to be continued with structural model analysis. However, all hypotheses was rejected, P values>0,005. The conclusion is OC did not have role in increasing OCB and SQ in public hospital, Makassar. The structural model have to be modified. Research limitations: The sample size was less than 200 and some indicators were invalid. Further research was supposed to apply other dimension of organizational climate and increase the sample size. Originality: The low OCB did not influence employee on providing service quality in public hospital in Indonesia since providing service quality is a mandatory from government.Organizational climate enhance service quality through enhancing OCB in public hospital.

Effective nonverbal communication affects patient satisfaction and also affects the optimal level of patient's healthiness. This is primarily caused by asymmetry information between doctor and patient since in most cases patients heavily rely on nonverbal communication as a tool to get information they need. Patient's sensitivity to the nonverbal communication is generally varied in according to their demography characteristics. This research is aimed at analyzing the effect of non-verbal communication to the patient satisfaction with respect to different demographic perspectives. The research was carried out in the inpatient of selected hospitals in the Makassar city of Indonesia involving 420 respondents taken using proportional stratified random sampling technique. The research design is quantitative research using a cross sectional study design with questionnaires as the instrument to collect the data. The result of the study showed that the sixth variables of nonverbal communication (artifact, haptic, kinesics, chronemics, proxemics, and vocalic) significantly influence patient's satisfaction. However, the result of the partial test showed different effects of each nonverbal communication variable to the patients based on the age categorize, gender, ward, ethnics, education level, and occupation.

No abstract

ABSTRAK Sikap terhadap merek, didefinisikan sebagai evaluasi keseluruhan tentang produk yang dilakukan oleh konsumen. Penelitian ini bertujuan untuk mengetahui hubungan brand attitude pasien rawat inap terhadap minat pemanfaatan kembali pelayanan di Rumah Sakit Universitas Hasanuddin. Penelitian ini menggunakan rancangan survei analitik dengan pendekatan cross sectional study. Cara pengambilan sampel secara purposive sampling yaitu teknik penentuan sampel dengan pertimbangan tertentu dengan syarat pasien telah dirawat lebih dari dua hari dengan besar sampel 120. Analisa data yang dilakukan adalah univariat dan bivariat dengan menggunakan tabel distribusi frekuensi dan uji korelasi. Hasil penelitian ini menunjukkan ada hubungan kognitif terhadap minat pemanfaatan kembali pelayanan (p=0,001), dan ada hubungan afektif terhadap minat pemanfaatan kembali pelayanan (p=0,049). Terdapat hubungan variable kognitif dan afektif terhadap minat pemanfaatan kembai pelayanan di Rumah Sakit. Disarankan agar pihak rumah sakit terus meningkatkan kualitas pelayanan melalui pelatihan sumber daya manusia dan melengkapi sarana pendukung fisik yang belum ada. Melakukan penyebaran informasi mengenai keberadaan Rumah Sakit Universitas Hasanuddin pada wilayah di luar kota Makassar.   Kata kunci : kognitif, afektif, minat pemanfaatan kembali   ABSTRACT                     Brand attitude, is defined as the overall evaluation of the product carried out by consumers. This study aims to determine the brand relationship attitude of inpatients to the interest of reuse of services at Hasanuddin University Hospital. This study uses an analytical survey design with a cross sectional study approach. The method of sampling was purposive sampling, which was the technique of determining samples with certain considerations, provided that the patients had been treated for more than two days with a sample size of 120. The data analysis was univariate and bivariate using frequency distribution tables and correlation tests. The results of this study indicate that there is correlation cognitive to the interest in reusing services (p = 0.001), and there is correlation affective to the interest in reusing services (p = 0.049). There is a relationship between cognitive and affective variables towards interest to reuse services at hospital.  It is recommended that the hospital continue to improve the quality of services through human resources training and complete physical support facilities not yet available, do information dissemination about the existence of Hasanuddin University Hospital in areas outside the city of Makassar.   Keywords : cognitive, affective and interest to reuse