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All Journal Publikasi Pendidikan Jurnal Pariwisata SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora Jurnal Psikologi Teori dan Terapan Anfusina: Journal of Psychology Motiva: Jurnal Psikologi Jurnal Spirits Insight: Jurnal Ilmiah Psikologi Jurnal Psikologi : Jurnal Ilmiah Fakultas Psikologi Universitas Yudharta Pasuruan Academia Open Society : Jurnal Pengabdian dan Pemberdayaan Masyarakat Jurnal PkM (Pengabdian kepada Masyarakat) Jurnal Riset Psikologi Jurnal Atma Inovasia Journal of Business on Hospitality and Tourism Jurnal Pengabdian Masyarakat Bangsa SENAPAS Liberosis: Jurnal Psikologi dan Bimbingan Konseling
Rini Eka Sari
Fakultas Psikologi Universitas Sarjanawiyata Tamansiswa
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Journal : Academia Open

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Between Symbols and Service: Inclusive Leadership in Faith-Based Hospitals, Identity Safety, and Interfaith Patient Trust in Yogyakarta Aini, Qurratul; Sari, Rini Eka
Academia Open Vol. 10 No. 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.12859

Abstract

General Background: Faith-based hospitals in Yogyakarta operate within a pluralistic society where patient trust is shaped by both clinical competence and identity-sensitive service cues. Specific Background: Inclusive leadership is theorised to reduce identity threat and enhance fairness perceptions, yet empirical evidence on its effects for interfaith patients remains limited. Knowledge Gap: Existing studies have not clarified how leadership-driven identity-safe cues and justice perceptions jointly influence trust, affective comfort, and patient behavioural outcomes in faith-based healthcare. Aims: This study examines a structural model linking inclusive leadership, identity-safe religious cues, procedural/interactional justice, trust, comfort, satisfaction, and post-service behaviour. Methods: A cross-sectional survey of 114 outpatients from two urban hospitals was analysed using PLS-SEM. Results: Inclusive leadership strongly predicted identity-safe cues and fairness perceptions, which in turn significantly increased trust; trust enhanced comfort, driving satisfaction, revisit intention, and positive word of mouth. Novelty: This study reframes inclusive leadership as a consumer-facing signal of warmth, competence, and interfaith respect, advancing identity-safety theory into healthcare consumption. Implications: Hospitals should institutionalise inclusive cue architecture and transparent procedures to strengthen trust, elevate patient experience, and reinforce competitive advantage. Highlights: Inclusive leadership strengthens identity-safe religious cues and fairness signals. Trust and affective comfort act as key mediators toward satisfaction and loyalty. Identity-safe service design enhances interfaith patient experience and hospital competitiveness. Keywords: Inclusive Leadership, Identity-Safe Cues, Trust, Patient Comfort, Faith-Based Hospitals
Co-Authors Adila, Adisya Kurnia Ahmad Syauqi Hidayatullah Andhi Dwi Nugroho Andhi Dwi Nugroho, Andhi Dwi Andreas Yudha Fery Nugroho Andreas Yudha Fery Nugroho Araujo, Logradis De Fatima De Asriyatun, Karina Azizah, Nadia Nur Berliana Henu Cahyani Dewi, Maria Valentina Galuh Mustika El Mura, Zaid Ali Esti Mustika Ayu P Falah, Afifah Dwi Fatimatuzzuhroh, Hanifah Nurfika Firdaus, Do'a Nazuhri Happy Firmansyah, Ajimas Gading Flora Grace Putrianti Gemilang, Adria Vitalya Goring, Diana Kristati Haniek Farida Hapsari, Kintania Sura Harahap, Medy Afrione Hartosujono Hartosujono Hartosujono Haryono, Ayuningrum Tri Hasanah, Risna Nor Indriyati Eko Purwaningsih, Indriyati Eko J.C. Setyo Karjono Jatu Anggraeni Khairunnisa, Mega Putri Khoirunisa, Elfiya Khotim Hanifudin Najib Kintania Sura Hapsari Laksana, Erlangga Fardan Satria Lestari, Titi Listiyanto, Ridwan Manurung, Yunisya Muhammad Ridho Muti'ah, Titik Nadra, Abdiani Khairat Novita Sumarlin Putri Nugroho, Andhi Dwi Nuraini, Ana Nurohma, Alifia Dwi Nurul Myristica Indraswari Pamikasih, Debby Pasutung, Rosdiana Prahapsiwi, Nindyta Ayu Pratama, Muhammad Fauzan Ajun Putri, Andina Aulia Putri, Dessy Kartika Qurratul Aini Ramadhan, Bayu Jati Salsabila, Khairunnisa Saputra, Alfian Dwi siti wulandari Sukmawati, Winda Surwanti, Dita Syamsul Ma’arif Titik Muti'ah ulul mariyam Wicaksana, Zahran Nur Yanita, Novi Zakaria, Ibnu