Optimizing Service Delivery for Sustainable Healthcare: Investigating Employee Performance and HMIS Integration

Objective: The objective of this study is to investigate the antecedents of service speed on employee performance, with service speed acting as a mediator and Hospital Management Information System (HMIS) as a moderator in Type D hospitals in Central Indonesia. The aim is to improve hospital service delivery by optimizing employee knowledge, responsibility, and technology integration. Theoretical Framework: This study draws on theories of human resource management and information system integration. Knowledge management theory and responsibility-performance linkage are central to understanding how individual competencies influence service outcomes. The moderating role of HMIS is assessed through the lens of organizational performance and digital transformation in healthcare. Method: This research adopted a quantitative descriptive design. Primary data were collected via questionnaires from 250 administrative employees across seven Type D hospitals using a saturated sampling technique. Data were analyzed using Structural Equation Modeling (SEM) with Smart PLS, and validity, reliability, and normality tests were conducted. Results and Discussion: The results showed that employee knowledge positively affects performance, while responsibility has a negative impact. Service speed mediates the influence of both knowledge and responsibility on performance. HMIS enhances overall performance but does not moderate the relationship between service speed and performance. These findings are discussed with reference to the theoretical framework and relevant literature. Research Implications: This study provides practical insights for healthcare management, highlighting the importance of employee training and technology adoption to improve service speed and organizational performance. It aligns with Indonesia’s healthcare regulations and supports the achievement of SDGs 3 and 9. Originality/Value: This study contributes to the literature by integrating human and digital resource perspectives to evaluate performance outcomes in lower-tier healthcare facilities. It provides original findings on how HMIS and service speed interact in the healthcare context.