The Role of Service Quality Mediating the Effect of Investment of Technology and Human Resource Competence on Hospital Performance (Study at Private Hospitals in Bali)

Abstract

This study aims to explain the effect of technology investment on hospital performance; the influence of investment of human resource competence on hospital performance; the influence of technology investment on service quality; the influence of investment of human resource competence on service quality; the influence of service quality on hospital performance; proves and explains the role of service quality mediating the influence of technology investment on hospital performance; as well as the role of service quality mediating the influence of human resource competence investment on hospital performance.

The study is conducted on 36 registered private hospitals at the Health Department of Bali Province in 2016. The samples are taken by census and using partial least square analysis techniques. It found that: (1) technology investment has no significant effect on hospital performance; (2) investment of human resources competence has no significant effect on hospital performance; (3) technology investment has significant positive effect on service quality; (4) investment of human resources competence is positively significant to service quality; (5) service quality has significant positive effect on hospital performance; (6) service quality is able to fully mediate the effect of technology investment on hospital performance; and (7) service quality has full mediation on the influence of human resource competence investment on the hospital performance.

Keywords: Technology Investment, Human Resources Competence, Service Quality, Hospital Performance.