The Influence Of Risk Management And Service Digitalization On Service Quality Via Competence As An Intervening Variable At The Adi Luhur Community Health Center, Pacajaya District, Mesuji

Haninun Haninun; Sri Wanda Malau

doi:10.63922/ijevss.v5i03.5956

Haninun Haninun Universitas Bandar Lampung
Sri Wanda Malau Universitas Bandar Lampung

DOI: https://doi.org/10.63922/ijevss.v5i03.5956

Keywords: Risk Management, Service Digitalization, Employee Competence, Service Quality, Community Health Center

Abstract

This study investigates the effects of risk management and service digitalization on healthcare service quality, with employee competence serving as an intervening variable at Adi Luhur Community Health Center, Panca Jaya District, Mesuji Regency. A quantitative research design was employed, involving all 53 employees as respondents through a total sampling technique. Data were collected through observation, interviews, questionnaires, and documentation, and subsequently analyzed using Structural Equation Modeling based on Partial Least Squares (SEM-PLS). The research model examined risk management and service digitalization as independent variables, employee competence as an intervening variable, and service quality as the dependent variable. The findings demonstrate that risk management has a positive and significant effect on employee competence, while service digitalization also contributes positively and significantly to competence. Furthermore, employee competence significantly enhances healthcare service quality. Both risk management and service digitalization were also found to have positive and significant direct effects on service quality. The indirect effect analysis further confirms that employee competence significantly mediates the relationships between risk management and service quality as well as between service digitalization and service quality. These findings indicate that improving healthcare service quality requires more than effective risk management and digital technology adoption; it also depends on employees' ability to effectively utilize and implement these practices. Therefore, strengthening risk management practices, optimizing digital-based services, and continuously developing employee competencies are essential strategies for improving the effectiveness, efficiency, safety, and overall quality of healthcare services at Adi Luhur Community Health Center

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