TY  - JOUR
AB  - 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.
VL  - 9
IS  - 2
SN  - 1756-669X
DO  - 10.1108/IJQSS-10-2016-0074
UR  - https://doi.org/10.1108/IJQSS-10-2016-0074
AU  - Kadir Abdul Rahman
AU  - Kamariah Najmi
AU  - Saleh Ariyanti
AU  - Ratnawati
PY  - 2017
Y1  - 2017/01/01
TI  - The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo
T2  - International Journal of Quality and Service Sciences
PB  - Emerald Publishing Limited
SP  - 184
EP  - 202
Y2  - 2024/09/24
ER  -