Satisfaction Index of Employees on Service Quality through Quality Leadership at Three Hospitals B-Type, Central Java Province
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Abstract
One achievement of leadership style is job satisfaction. Therefore, this research aims to analyze the effect of job satisfaction on service quality through the leadership of hospital directors at various Type B Regional General Hospitals. This was done by processing data contained in the Decree of the Minister of Administrative Reform (Kepmenpan) No. Kep/25/M.PAN/2/2004. The research had a cross sectional study design and 500 samples who were employees from both civil servants and BLUD (300 respondents from hospital B type at Semarang city, 100 from Jepara regency, and 100 from Kendal regency). A simple random sampling was the technique used to obtain the subjects. Data processing and analysis was performed using the Community Satisfaction Index of Government Agencies Service Units. The results show that employee satisfaction index, service quality and the quality leadership of hospital B type at Semarang city and at Kendal Regency is decreasing. But hospital B type at Jepara regency is increasing. Therefore, a transformational leadership style can increase employee satisfaction.
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How to Cite
Agiwahyuanto, F., Suharyo, S., Ayusasmita, V., & Widjasena, B. (2021). Satisfaction Index of Employees on Service Quality through Quality Leadership at Three Hospitals B-Type, Central Java Province. Unnes Journal of Public Health, 10(1), 78-85. https://doi.org/10.15294/ujph.v10i1.36806
References
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Alameddine, M., Bauer, J. M., Richter, M., & Sousa-Poza, A. 2017. The Paradox of Falling Job Satisfaction with Rising Job Stickiness in the German Nursing Workforce Between 1990 and 2013. Human Resources for Health, 15 (55): 1–11. doi: https://doi.org/10.1186/s12960-017-0228-x
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Armstrong-Stassen, M., Freeman, M., Cameron, S., & Rajacic, D. 2015. Nurse Managers’ Role in Older Nurses’ Intention to Stay. Journal of Health Organization and Management, 29 (1): 55-74. doi: https://doi.org/10.1108/JHOM-02-2013-0028
Chang, E., Cohen, J., Koethe,B., Smith, K., & Bir, A. 2017. ‘Measuring job satisfaction among healthcare staff in the United States: a confirmatory factor analysis of the Satisfaction of Employees in Health Care (SEHC) survey’, International Journal for Quality in Health Care, 29(2): 262-268. doi: https://doi.org/10.1093/intqhc/mzx012
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Guarnaccia, C., Scrima, F., Civilleri, A., & Salerno, L. 2018. The Role of Occupational Self Efficacy in Mediating the Effect of Job Insecurity on Work Engagement, Satisfaction and General Health. Current Psychology, 37 (3): 488–497. doi: https://doi.org/10.1007/s12144-016-9525-0
Hariyati, R.T.S. & Safril, S. 2018. The relationship between nurses’ job satisfaction and continuing professional development. EnfermerÃa ClÃnica, 28(1): 144-148. doi: https://doi.org/10.1016/S1130-8621(18)30055-X
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Atmojo, A., Purnomo, I., & Muljono, S. 2018. The Influence of Organizational Culture on Inpatient Staff Performance of QIM Hospital. Unnes Journal of Public Health, 7 (1): 25-29. Doi: https://doi.org/10.15294/ujph.v7i1.19213
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Koning, C. 2014. Does Self-Scheduling Increase Nurses’ Job Satisfaction? An Integrative Literature Review. Nursing Management, 21 (6): 24-28. doi: https://doi.org/10.7748/nm.21.6.24.e1230
Lee, D. J., Yu, G. B., Sirgy, M. J., Singhapakdi, A., & Lucianetti, L. 2018. The Effects of Explicit and Implicit Ethics Institutionalization on Employee Life Satisfaction and Happiness: The Mediating Effects of Employee Experiences in Work Life and Moderating Effects of Work–Family Life Conflict. Journal of Business Ethics, 147 (4): 855–874. doi: https://doi.org/10.1007/s10551-015-2984-7
Legrain, A., Bouarab, H., & Lahrichi, N. 2015. The Nurse Scheduling Problem in Real-Life. Journal of Medical Systems, 39 (1): 160. doi: https://doi.org/10.1007/s10916-014-0160-8
Leineweber, C., Chungkham, H. S., Lindqvist, R., Westerlund, H., Runesdotter, S., Alenius, L. S., & Tishelman, C. 2016. Nurses’ Practice Environment and Satisfaction with Schedule Flexibility is Related to Intention to Leave Due to Dissatisfaction: A Multi-Country, Multilevel Study. International Journal of Nursing Studies, 58: 47-58. doi: https://doi.org/10.1016/j.ijnurstu.2016.02.003
Lin, C. C., Kang, J. R., Chiang, D. J., & Chen, C. L. 2015. Nurse Scheduling with Joint Normalized Shift and Day-Off Preference Satisfaction Using A Genetic Algorithm with Immigrant Scheme. International Journal of Distributed Sensor Networks, 2015 (595419): 1-10. doi: https://doi.org/10.1155/2015/595419
Viscardi, M. K., Lin, P. S., & McHugh M. D. 2014. Factors Influencing Job Satisfaction of New Graduate Nurses Participating in Nurse Residency Programs: A Systematic Review. Journal of Continuing Education in Nursing, 45 (10): 439-450. Doi: https://doi.org/10.3928/00220124-20140925-15
Morsiani G., Bagnasco A., & Sasso, L. 2016. How Staff Nurses Perceive the Impact of Nurse Manager Leadership Style in Terms of Job Satisfaction: A Mixed Method Study. Journal of Nursing Management, 25 (2): 119-128. doi: https://doi.org/10.1111/jonm.12448
Nemmanivar, A.G. & Deshpande, M.S. 2016. Job Satisfaction among Hospital Employees: A Review of Literature. IOSR Journal of Business and Management (IOSR-JBM), 18(6): 27-31. http://www.iosrjournals.org/iosr-jbm/papers/Vol18-issue6/Version-3/D1806032731.pdf
Rizany, I., Hariyati, R. T. S., Afifah, E., & Rusdiyansyah. 2019. The Impact of Nurse Scheduling Management on Nurses’ Job Satisfaction in Army Hospital: A Cross-Sectional Research. SAGE Open, 9 (2): 1-9. doi: https://doi.org/10.1177/2158244019856189
Saleh U., O'Connor T., Al-Subhi H., Alkattan R., Al-Harbi S., & Patton D. 2018. The Impact of Nurse Managers’ Leadership Style on Ward Staff. British Journal of Nursing, 27 (4): 197-203. doi: https://doi.org/10.12968/bjon.2018.27.4.197
Salem, O. A., Baddar, F. M., & Al-Muggatti, H. M. 2016. Relationship between job satisfaction and organizational commitment. IOSR Journal of Nursing and Health Science, 5: 49-
55. doi: https://doi.org/10.9790/1959-05114955
Sfantou D. F., Laliotis A., Patelarou A. E., Pistolla D. S., Matalliotakis M., & Patelarou, E. 2017. Importance of Leadership Style towards Quality of Care Measures in Healthcare Settings: A Systematic Review. Healthcare, 5(4): 73. doi: https://doi.org/10.3390/healthcare5040073
Yarbrough, S., Martin, P., Alfred, D., & McNeill, C. 2017. Professional Values, Job Satisfaction, Career Development, and Intent to Stay. Nursing Ethics, 24 (6): 675-685. doi: https://doi.org/10.1177/0969733015623098
Aiken, L. H., Sloane, D. M., Ball, J., Bruyneel, L., Rafferty, A. M., & Griffiths, P. 2018. Patient Satisfaction with Hospital Care and Nurses in England: An Observational Study. BMJ Open, 8 (1): 1-8. doi: https://doi.org/10.1136/bmjopen-2017-019189
Al Maqbali, M. A. 2015. Factors That Influence Nurses’ Job Satisfaction: A Literature Review. Nursing Management, 22 (2): 30-37. doi: https://doi.org/10.7748/nm.22.2.30.e1297
Alameddine, M., Bauer, J. M., Richter, M., & Sousa-Poza, A. 2017. The Paradox of Falling Job Satisfaction with Rising Job Stickiness in the German Nursing Workforce Between 1990 and 2013. Human Resources for Health, 15 (55): 1–11. doi: https://doi.org/10.1186/s12960-017-0228-x
Aloisio, L. D., Gifford, W. A., McGilton, K. S., Lalonde, M., Estabrooks, C. A., & Squires, J. E. 2018. Individual and Organizational Predictors of Allied Healthcare Providers’ Job Satisfaction in Residential Long-Term Care. BMC Health Services Research, 18 (491): 1–18. doi: https://doi.org/10.1186/s12913-018-3307-3
Armstrong-Stassen, M., Freeman, M., Cameron, S., & Rajacic, D. 2015. Nurse Managers’ Role in Older Nurses’ Intention to Stay. Journal of Health Organization and Management, 29 (1): 55-74. doi: https://doi.org/10.1108/JHOM-02-2013-0028
Chang, E., Cohen, J., Koethe,B., Smith, K., & Bir, A. 2017. ‘Measuring job satisfaction among healthcare staff in the United States: a confirmatory factor analysis of the Satisfaction of Employees in Health Care (SEHC) survey’, International Journal for Quality in Health Care, 29(2): 262-268. doi: https://doi.org/10.1093/intqhc/mzx012
Firmansyah, Erika, K. A., & Irwan, A. M. 2018. Studi Literatur : Analisis Gaya Kepemimpinan dan Kepuasan Kerja Kepala Ruangan di Rumah Sakit. Jurnal Manajemen Kesehatan Yayasan RS. Dr. Soetomo, 4 (2): 71-83. http://jurnal.stikes-yrsds.ac.id/index.php/JMK/article/view/110/105
Ghareeb, A., Said, H., & El Zoghbi, M. 2018. Examining the Impact of Accreditation on A Primary Healthcare Organization in Qatar. BMC Medical Education, 18 (216): 1–8. doi: https://doi.org/10.1186/s12909-018-1321-0
Guarnaccia, C., Scrima, F., Civilleri, A., & Salerno, L. 2018. The Role of Occupational Self Efficacy in Mediating the Effect of Job Insecurity on Work Engagement, Satisfaction and General Health. Current Psychology, 37 (3): 488–497. doi: https://doi.org/10.1007/s12144-016-9525-0
Hariyati, R.T.S. & Safril, S. 2018. The relationship between nurses’ job satisfaction and continuing professional development. EnfermerÃa ClÃnica, 28(1): 144-148. doi: https://doi.org/10.1016/S1130-8621(18)30055-X
Hazfiarini, A. & Ernawaty. 2016. Indeks Kepuasan Pasien BPJS Kesehatan terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur. Jurnal Administrasi Kesehatan Indonesia, 4 (2): 77–85. Doi: http://dx.doi.org/10.20473/jaki.v4i2.2016.77-85
Atmojo, A., Purnomo, I., & Muljono, S. 2018. The Influence of Organizational Culture on Inpatient Staff Performance of QIM Hospital. Unnes Journal of Public Health, 7 (1): 25-29. Doi: https://doi.org/10.15294/ujph.v7i1.19213
Listiyana, I. & Rustiana, E. R. 2017. Analisis Kepuasan Jaminan Kesehatan Nasional pada Pengguna BPJS Kesehatan di Kota Semarang. Unnes Journal of Public Health, 6 (1): 53-58. doi: https://doi.org/10.15294/ujph.v6i1.11615
Koning, C. 2014. Does Self-Scheduling Increase Nurses’ Job Satisfaction? An Integrative Literature Review. Nursing Management, 21 (6): 24-28. doi: https://doi.org/10.7748/nm.21.6.24.e1230
Lee, D. J., Yu, G. B., Sirgy, M. J., Singhapakdi, A., & Lucianetti, L. 2018. The Effects of Explicit and Implicit Ethics Institutionalization on Employee Life Satisfaction and Happiness: The Mediating Effects of Employee Experiences in Work Life and Moderating Effects of Work–Family Life Conflict. Journal of Business Ethics, 147 (4): 855–874. doi: https://doi.org/10.1007/s10551-015-2984-7
Legrain, A., Bouarab, H., & Lahrichi, N. 2015. The Nurse Scheduling Problem in Real-Life. Journal of Medical Systems, 39 (1): 160. doi: https://doi.org/10.1007/s10916-014-0160-8
Leineweber, C., Chungkham, H. S., Lindqvist, R., Westerlund, H., Runesdotter, S., Alenius, L. S., & Tishelman, C. 2016. Nurses’ Practice Environment and Satisfaction with Schedule Flexibility is Related to Intention to Leave Due to Dissatisfaction: A Multi-Country, Multilevel Study. International Journal of Nursing Studies, 58: 47-58. doi: https://doi.org/10.1016/j.ijnurstu.2016.02.003
Lin, C. C., Kang, J. R., Chiang, D. J., & Chen, C. L. 2015. Nurse Scheduling with Joint Normalized Shift and Day-Off Preference Satisfaction Using A Genetic Algorithm with Immigrant Scheme. International Journal of Distributed Sensor Networks, 2015 (595419): 1-10. doi: https://doi.org/10.1155/2015/595419
Viscardi, M. K., Lin, P. S., & McHugh M. D. 2014. Factors Influencing Job Satisfaction of New Graduate Nurses Participating in Nurse Residency Programs: A Systematic Review. Journal of Continuing Education in Nursing, 45 (10): 439-450. Doi: https://doi.org/10.3928/00220124-20140925-15
Morsiani G., Bagnasco A., & Sasso, L. 2016. How Staff Nurses Perceive the Impact of Nurse Manager Leadership Style in Terms of Job Satisfaction: A Mixed Method Study. Journal of Nursing Management, 25 (2): 119-128. doi: https://doi.org/10.1111/jonm.12448
Nemmanivar, A.G. & Deshpande, M.S. 2016. Job Satisfaction among Hospital Employees: A Review of Literature. IOSR Journal of Business and Management (IOSR-JBM), 18(6): 27-31. http://www.iosrjournals.org/iosr-jbm/papers/Vol18-issue6/Version-3/D1806032731.pdf
Rizany, I., Hariyati, R. T. S., Afifah, E., & Rusdiyansyah. 2019. The Impact of Nurse Scheduling Management on Nurses’ Job Satisfaction in Army Hospital: A Cross-Sectional Research. SAGE Open, 9 (2): 1-9. doi: https://doi.org/10.1177/2158244019856189
Saleh U., O'Connor T., Al-Subhi H., Alkattan R., Al-Harbi S., & Patton D. 2018. The Impact of Nurse Managers’ Leadership Style on Ward Staff. British Journal of Nursing, 27 (4): 197-203. doi: https://doi.org/10.12968/bjon.2018.27.4.197
Salem, O. A., Baddar, F. M., & Al-Muggatti, H. M. 2016. Relationship between job satisfaction and organizational commitment. IOSR Journal of Nursing and Health Science, 5: 49-
55. doi: https://doi.org/10.9790/1959-05114955
Sfantou D. F., Laliotis A., Patelarou A. E., Pistolla D. S., Matalliotakis M., & Patelarou, E. 2017. Importance of Leadership Style towards Quality of Care Measures in Healthcare Settings: A Systematic Review. Healthcare, 5(4): 73. doi: https://doi.org/10.3390/healthcare5040073
Yarbrough, S., Martin, P., Alfred, D., & McNeill, C. 2017. Professional Values, Job Satisfaction, Career Development, and Intent to Stay. Nursing Ethics, 24 (6): 675-685. doi: https://doi.org/10.1177/0969733015623098