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All Journal Dinasti International Journal of Education Management and Social Science
Widodo Sunaryo
Management Science Study Program, Postgraduate School, Pakuan University, West Java, Indonesia
Education

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Servant Leadership, Training Effectiveness, and Job Involvement Effects on Nurses’ Service Quality Endi Suyatno; Nancy Yusnita; Widodo Sunaryo
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 6 (2026): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i6.6458

Abstract

The quality of nursing services is a strategic component in the healthcare system because nurses have the highest interaction intensity with patients. In Type C state-owned hospitals, the quality of nursing services plays a crucial role in determining the level of patient satisfaction, organizational image, and the sustainability of healthcare quality. This condition requires hospitals to be oriented not only to meet service standards, but also to strengthen human resource factors that support quality service behavior. This study aims to analyze the influence of servant leadership and training effectiveness on the quality of nursing services with job involvement as an intervening variable. The study used a quantitative approach with an explanatory survey method and was supported by qualitative data through interviews. The unit of analysis was nurses with an Indefinite Term Employment Agreement status working at Type C state-owned hospitals in Jakarta. The sample size was determined using the Slovin formula with a total of 138 respondents. Quantitative data analysis was conducted using path analysis, while qualitative data were analyzed using the Delphi technique. The results showed that servant leadership and training effectiveness had a positive and significant effect on the quality of nursing services and job involvement. Job involvement had a positive effect on service quality, but was not effective in mediating the influence of servant leadership and training effectiveness on service quality. These findings emphasize the importance of strengthening servant leadership, increasing training effectiveness, and nurse job involvement in efforts to improve service quality in hospitals.
Employee Engagement as a Mediator of Servant Leadership, ICT Implementation, and Psychological Capital on Nursing Service Quality Yuhelmis Yuhelmis; Nancy Yusnita; Widodo Sunaryo
Dinasti International Journal of Education Management and Social Science Vol. 7 No. 6 (2026): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i6.6459

Abstract

This study aims to analyze the influence of Servant Leadership, the Application of Information and Communication Technology (ICT), and Psychological Capital on the Service Quality of Civil Servant Nurses, with Employee Engagement as a mediating variable. This study used a quantitative approach with a survey method of 155 D3 civil servant nurses at Tangerang City Hospital. Data were analyzed using path analysis to test the direct and indirect effects between variables. The results showed that Servant Leadership, the Application of Information and Communication Technology (ICT), Psychological Capital, and Employee Engagement had a direct positive and significant effect on Service Quality. Servant Leadership, the Application of ICT, and Psychological Capital also had a direct positive and significant effect on Employee Engagement. The mediation test revealed that Employee Engagement partially mediated the effect of Servant Leadership and the Application of ICT on Service Quality, with the direct effects of these two variables being more dominant than their indirect effects through Employee Engagement. The findings of this study confirm that improving the Service Quality of Nurses in government hospitals requires an integrated approach through strengthening service-oriented leadership, optimizing the use of ICT, and developing nurses' psychological capital and work engagement. This research provides theoretical contributions in the development of a human resource-based Service Quality model and practical implications for regional hospital management in designing policies for improving sustainable health Service Quality.
Co-Authors Endi Suyatno Nancy Yusnita Nancy Yusnita Yuhelmis Yuhelmis