​ Building Service Quality through Organizational Commitment: The Mediating Role of Work Discipline

Hevy Rehulina Simanjorang (Medan Area University)
Suryani Hardjo (Medan Area University)
Yudistira Fauzy Indrawan (Medan Area University)

Psikoborneo : Jurnal Ilmiah Psikologi
Vol. 14 No. 4 (2026): Psikoborneo: Jurnal Ilmiah Psikologi

Service quality is an essential aspect of healthcare delivery because it reflects a hospital’s ability to meet patients’ needs and expectations. Service quality problems may be influenced by internal organizational factors, including organizational commitment and employee work discipline. This study analysed the effect of organizational commitment on service quality and examined the role of work discipline as a mediator. A quantitative approach was employed, involving 330 employees of Hospital X, selected through purposive sampling. Data were collected through questionnaires using organizational commitment, work discipline, and service quality scales based on Allen and Meyer, Hasibuan, and Parasuraman et al., respectively. Data were analysed using structural equation modelling (SEM) with AMOS version 23.0 through confirmatory factor analysis (CFA) and goodness-of-fit index (GOFI) testing. The results showed that organizational commitment had a positive and significant effect on work discipline, work discipline had a positive and significant effect on service quality, and organizational commitment had a positive and significant effect on service quality. Furthermore, work discipline mediated the effect of organizational commitment on service quality. These findings indicate that organizational commitment and work discipline are important factors in supporting improvements in service quality. The implications of this study emphasize the need to strengthen organizational commitment and consistently implement work discipline as a strategy for human resource development and improving hospital service quality. Mutu pelayanan merupakan aspek penting dalam pelayanan kesehatan karena berkaitan dengan kemampuan rumah sakit dalam memenuhi kebutuhan dan harapan pasien. Permasalahan mutu pelayanan dapat dipengaruhi oleh faktor internal organisasi, termasuk komitmen organisasi dan disiplin kerja karyawan. Penelitian ini bertujuan untuk menganalisis pengaruh komitmen organisasi terhadap mutu pelayanan serta menguji peran disiplin kerja sebagai mediator. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 330 karyawan Rumah Sakit X yang dipilih melalui teknik purposive sampling. Data dikumpulkan menggunakan kuesioner dengan skala komitmen organisasi, disiplin kerja, dan mutu pelayanan berdasarkan teori Allen dan Meyer, Hasibuan, serta Parasuraman et al. Analisis data dilakukan menggunakan Structural Equation Modeling (SEM) dengan AMOS versi 23.0 melalui Confirmatory Factor Analysis (CFA) dan pengujian Goodness of Fit Index (GOFI). Hasil penelitian menunjukkan bahwa komitmen organisasi berpengaruh positif dan signifikan terhadap disiplin kerja, disiplin kerja berpengaruh positif dan signifikan terhadap mutu pelayanan, serta komitmen organisasi berpengaruh positif dan signifikan terhadap mutu pelayanan. Selain itu, disiplin kerja terbukti memediasi pengaruh komitmen organisasi terhadap mutu pelayanan. Temuan ini menunjukkan bahwa komitmen organisasi dan disiplin kerja merupakan aspek penting dalam mendukung peningkatan mutu pelayanan. Implikasi penelitian menekankan perlunya penguatan komitmen organisasi dan penerapan disiplin kerja secara konsisten sebagai strategi pengembangan sumber daya manusia dan peningkatan mutu pelayanan rumah sakit.