PENGARUH BEBAN KERJA, KELELAHAN KERJA DAN KECERDASAN EMOSIONAL PADA KINERJA KARYAWAN DAN DAMPAKNYA PELAYANAN PRIMA DI RUMAH SAKIT PERMATA

Abstract

This study aims to analyze the influence of workload, fatigue, and emotional intelligence on employee performance and their implications for excellent service at Permata Hospital. The results indicate that perceptions of workload are generally positive, although some respondents still believe the workload is not balanced with productivity time, necessitating ongoing evaluation and monitoring. The level of fatigue is in the good category, but a significant proportion of those assessing it as sufficient indicate potential fatigue that should be anticipated. Employees' emotional intelligence is considered good but near the lower limit, so improving soft skills and a supportive work environment is essential. The majority of employees demonstrate good performance, although there is still room for improvement in aspects of independence, efficiency, and teamwork. Simultaneously, workload, fatigue, and emotional intelligence significantly influence employee performance, contributing 94.2%, while the remaining 5.8% is influenced by factors outside the model. Partially, all three variables are proven to have a positive and significant effect, with the largest contribution coming from fatigue (88.2%) and the lowest from emotional intelligence (77%). Furthermore, employee performance significantly influences excellent service, contributing 92,1%, confirming that performance improvement is directly proportional to the quality of hospital services.