Muhammad Cholil
NIM: 05/1610/PS
I. Introduction
Hospital business activities encompass huge potentials in the present as well as in the future. The factors that influence service quality, the determining factor in the success of the hospital, have to be understood and realized. Essentially, the factors are related to the integration of the function and role of leader, employees and customers. Leadership behavior should always be oriented towards customer’s interest by creating and developing employee’s behavior that comprises extraordinary efforts, which is not always associated with formal functions and financial compensation system. On the other side, leadership behavior should also enhance employee’s capability and working spirit, especially those in the front lines who directly interact with patients. Among those factors are the establishment of trust in leadership as a foundation and positive expectation of realization of employee’s various interests. The head of hospital should implement numerous policies to develop behavior that will build employee’s trust in leader as a mediation of the development of extra function behavior to achieve the service quality that meets the patient’s expectation.
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