THE EFFECT OF KNOWLEDGE SHARING BEHAVIOR AND TEAM CULTURE ON SERVICE INNOVATION PERFORMANCE (Case Study at Semen Padang Hospital)

Sheila, Hanum (2019) THE EFFECT OF KNOWLEDGE SHARING BEHAVIOR AND TEAM CULTURE ON SERVICE INNOVATION PERFORMANCE (Case Study at Semen Padang Hospital). Diploma thesis, Universitas Andalas.

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Abstract

The number of hospitals in West Sumatra is increased every year. It causes high competition among the hospitals. This situation makes every hospital must develop its competitive advantage to be able to compete with other hospitals. This can be done by innovating their services. This is in line with the entry of the industrial revolution 4.0. Hospital management in the industrial revolution 4.0 era was encouraged to make changes and innovations in all fields to respond to the demands and needs of hospital consumers in the future. Semen Padang Hospital is one of the developing private hospitals in West Sumatra. This hospital must improve the service innovation to face the industry revolution 4.0 and develop their competitive advantage. According to previous research, service innovation performance can be influenced by knowledge sharing behavior among employees and the team culture. Therefore, this research aims to analyze the effect of knowledge sharing behavior and team culture on service innovation performance and then propose a recommendation to improve the service innovation performance at Semen Padang Hospital. The population of this research is medical services employees at Semen Padang Hospital with a total of 146 samples. The data is collected by questionnaires contains the respondent’s data and 31 statements regarding the knowledge sharing behavior, team culture and service innovation performance. The method used is the PLS-SEM method using Smart-PLS 3 software. The finding indicated that knowledge sharing behavior has no significant effect on service innovation performance. Team culture has a significant effect on service innovation performance and team culture has no significant effect on moderating the influence of knowledge sharing behavior on service innovation performance. The proposed recommendations to improve the service innovation performance at Semen Padang Hospital are by improving the team culture among the employees. This can be done by holding regular meetings bi-weekly, follow the works plan and procedure, and build an employee reward system. Keywords: Knowledge Sharing Behavior, Team Culture, Service Innovation Performance

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