Journal of Legal, Ethical and Regulatory Issues (Print ISSN: 1544-0036; Online ISSN: 1544-0044)


The Mediating Effect of Employee Commitment and Hospitals Ethics on Service Quality in Indonesian State Hospital

Author(s): Ria Mardiani Yusuf, Muhammad Guntur Hamzah, Ismail Suardi Wekke, Sorong

In Indonesia, health professionals like doctors and nurses face numerous challenges in ransacking their duties owing to poor conditions of services. The doctors tend to limit their level of commitment only to the hospitals or their work places thus neglecting the quality of health care as well as health ethics expected by patients. Hence this study aims at examining the mediating role of employee commitment in understanding the relationship between service quality and patient satisfaction in the Indonesian state hospital. The variables under study were Employee Ability, Perceived ethics and Leadership and service quality. To accomplish this, the authors compared the theoretical mindset against the implementation of theory through empirical testing methods. This study used questionnaires and surveys related to self-perception, leadership evaluation and customer satisfaction. The interdependence of variables was also analyzed by using Structural Equation Modeling Method. The results revealed: (1) Validity and reliability of the survey instruments; (2) Implementation of hospital ethics was emphasized more on nurses (as a front liners) than doctors; (3) A direct and indirect influence among variables of employee ability, hospital’s ethics, leadership to the service quality through employee commitment; (4) A negative significance of the direct influence of employee commitment variables against the inpatient health care satisfaction. The study recommends providing ultra-modern equipment and relevant medical logistics in hospitals in order to enhance the service quality of health professionals. It also recommends availability of health service amenities to make a phenomenal impact on patient satisfaction.

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