The Impact of Digital Transformation and Service Quality Mediated by HR Performance on Sustainable Business at Regional General Hospital (RGH) dr. Agoesdjam Ketapang District
Rikhlatul Iffah1* b3081241011@student.untan.ac.id
Abstract
Abstract: Purpose: The purpose of this study was to investigate the impact of digital transformation and service quality, mediated by human resources (HR) performance, on the sustainability of business operations in hospitals. Methods: A quantitative approach was employed, utilizing a sample of 100 hospital employees from regional general hospital (RGH) dr. Agoesdjam Ketapang District. Data were collected through structured questionnaires focusing on digital transformation, service quality, HR performance, and sustainability measures. Statistical analyses, including structural equation modeling (SEM), were conducted to evaluate the relationships among the variables. Results: The findings indicate that digital transformation positively influences service quality and HR performance, which in turn significantly affect sustainable business practices in hospitals. Notably, HR performance was found to be a crucial mediator in these relationships. Implications: The results suggest that hospitals should prioritize digital transformation initiatives and enhance service quality to improve HR performance, ultimately fostering sustainable business practices. Policymakers and hospital administrators are encouraged to implement training programs that emphasize the importance of HR in navigating digital changes. Abstract: Purpose: The purpose of this study was to investigate the impact of digital transformation and service quality, mediated by human resources (HR) performance, on the sustainability of business operations in hospitals. Methods: A quantitative approach was employed, utilizing a sample of 100 hospital employees from regional general hospital (RGH) dr. Agoesdjam Ketapang District. Data were collected through structured questionnaires focusing on digital transformation, service quality, HR performance, and sustainability measures. Statistical analyses, including structural equation modeling (SEM), were conducted to evaluate the relationships among the variables. Results: The findings indicate that digital transformation positively influences service quality and HR performance, which in turn significantly affect sustainable business practices in hospitals. Notably, HR performance was found to be a crucial mediator in these relationships. Implications: The results suggest that hospitals should prioritize digital transformation initiatives and enhance service quality to improve HR performance, ultimately fostering sustainable business practices. Policymakers and hospital administrators are encouraged to implement training programs that emphasize the importance of HR in navigating digital changes.