The Influence Of Service Design (Decision-Making Approach, Sense-Making And Institutional Change) In Increasing Innovation In Healthcare Organizations
DOI:
https://doi.org/10.24256/kharaj.v8i2.8594Keywords:
Service Innovation, Institutional Change, Decision-Making Approach, Sense-Making, Importance-Performance Map Analysis (IPMA), Healthcare InnovationAbstract
Inovasi layanan (Service Innovation) menjadi salah satu faktor kunci dalam meningkatkan kualitas dan efisiensi pelayanan kesehatan. Namun, faktor-faktor yang memengaruhi inovasi layanan, terutama terkait pendekatan pengambilan keputusan (Decision-Making Approach), perubahan institusional (Institutional Change), dan pemaknaan (Sense-Making), masih membutuhkan pemahaman lebih mendalam. Penelitian ini bertujuan untuk menganalisis pengaruh ketiga konstruk tersebut terhadap inovasi layanan serta mengevaluasi prioritas strategis melalui pendekatan Importance-Performance Map Analysis (IPMA). Data dikumpulkan dari 232 responden melalui survei dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Institutional Change memiliki pengaruh signifikan terhadap Service Innovation, sedangkan Decision-Making Approach dan Sense-Making tidak menunjukkan pengaruh yang signifikan. Analisis IPMA mengungkapkan bahwa meskipun kinerja Decision-Making Approach relatif tinggi, prioritas strategis untuk peningkatan inovasi layanan terletak pada penguatan perubahan institusional. Temuan ini menekankan pentingnya reformasi institusional dan keterlibatan aktor terkait dalam mendukung inovasi layanan yang berkelanjutan.
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Copyright (c) 2026 Silvie Anastasya Ginting, Elizabeth Katherine Tanzil, Felicia Klarissa Tanzil, Nabila Chairani Achsan
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