The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo

Abdul Rahman Kadir (Department of Management, Faculty of Economics and Business, Universitas Hasanuddin, Makassar, Indonesia)
Najmi Kamariah (Department of Business Administration, Sekolah Tinggi Ilmu Administrasi Makassar, Makassar, Indonesia)
Ariyanti Saleh (Department of Nursing, Faculty of Medicine, Universitas Hasanuddin, Makassar, Indonesia)
Ratnawati (Department of Nursing, RSUD Lamaddukkelleng Wajo, Sengkang, Indonesia)

International Journal of Quality and Service Sciences

ISSN: 1756-669X

Publication date: 19 June 2017

Abstract

Purpose

This study aimed to determine the effect of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability and improvement in service quality by analysis of quality function deployment.

Design/methodology/approach

This study used a cross-sectional study design. The research sample of 115 nurses and 299 patients was obtained through the use of probability sampling techniques. Data were statistically analyzed using Spearman’s test to see the correlation between independent and dependent variables. Kruskal–Wallis and one-way ANOVA were used to see the differences and quality function deployment analysis was conducted to improve service quality.

Findings

The study concluded there is influence of role conflict and role ambiguity on job satisfaction, self-efficacy and nurses’ adaptability. There are differences in role ambiguity in the inpatient unit, critical room and the emergency room.

Practical implications

The quality of service in the hospital can be improved by evaluating the behavior of nurses on the quality of service perceived by the patient. In addition, the necessary improvement of discipline and commitment between physicians and nurses in improving the quality of services at the hospital.

Originality/value

With this measure, the management of nursing at the hospital can translate patient’s needs into specific plans to produce products and services that bring together the needs of the patient to service quality.

Keywords

Citation

Kadir, A.R., Kamariah, N., Saleh, A. and , R. (2017), "The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo", International Journal of Quality and Service Sciences, Vol. 9 No. 2, pp. 184-202. https://doi.org/10.1108/IJQSS-10-2016-0074

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Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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