The Impact of Integrity Zone Implementation in Improving the Performance of RSUD Dr. Soedono

Ami Dwi Wijayanti; Fedianty Augustinah; Dian Ferriswara

doi:10.55927/ijis.v4i5.260

Authors

Ami Dwi Wijayanti Universitas Dr. Soetomo
Fedianty Augustinah Universitas Dr. Soetomo
Dian Ferriswara Universitas Dr. Soetomo

DOI:

https://doi.org/10.55927/ijis.v4i5.260

Keywords:

IntegIntegrity Zone Implementation, Performance of Dr. Soedono Hospital

Abstract

This study examines the impact of Zone of Integrity (ZI) implementation at RSUD Dr. Soedono in improving the performance and quality of public services. Using mixed methods, quantitative data were analyzed through indicators of patient satisfaction, service efficiency, and number of complaints, while qualitative insights were obtained from interviews with 20 respondents, including hospital leaders, staff, and service users. The analysis results revealed thematic patterns, challenges, and opportunities in ZI implementation, which were validated through source and method triangulation. Since 2014, RSUD Dr. Soedono has achieved significant progress, as evidenced by the acquisition of the WBK Predicate from the East Java Government in 2023. However, challenges such as low leadership commitment, weak supervision, and staff resistance are still obstacles. To overcome this, the study recommends increasing HR capacity, strengthening leadership commitment, and implementing a technology-based monitoring system to ensure service sustainability. This study provides insights for other government agencies in improving the performance and quality of public services through ZI implementation

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