HUBUNGAN BEBAN KERJA KARYAWAN DENGAN KUALITAS PELAYANAN DI PUSKESMAS ARJUNO MALANG

Background : Excessive workload can lead to fatigue and stress for both employees and workers. This ultimately impacts their productivity
and work quality. When an employee feels overwhelmed by multiple tasks, it can impact their performance. Workload is strongly linked to the
quality of healthcare services, with 53.2% of truly productive time spent on direct healthcare services and the remaining 39.9% on support services.
Objective : This study aims to analyze the relationship between employee workload and service quality at the
Arjuno Malang Community Health Center.
Method : This study used a descriptive correlational design and a cross-sectional approach. Fifty employees of the Arjuno Community Health
Center in Malang were selected as samples using total sampling. Questionnaires on workload and service quality were used for data collection.
Data analysis was performed using the Spearman Rank Test with a p-value >0.05, indicating insignificant results.
Result : The results showed that there were 50 respondents. The results showed that moderate workload dominated at 64% and poor
service quality at 58%. The relationship between workload and service quality was (p=0.744).
Conclusion : The research conducted regarding the relationship between workload and service quality concluded
that there was no sig n ific an t re latio n sh ip , me a nin g there was no re la tio n sh ip b e twe en wo rk load and se rvice q u a lity.