The Effect of Healthcare Workers’ Workload and Competence on Service Quality in Indonesian Hospitals
Article Sidebar
Main Article Content
Abstract
This study examines the effect of workload and healthcare worker competence on service quality in hospitals in Indonesia. A quantitative research design was employed involving 200 healthcare workers selected through purposive sampling. Data were collected using a structured questionnaire measured on a five-point Likert scale and analyzed using SPSS version 25. The analytical procedures included descriptive statistics, validity and reliability tests, classical assumption tests, multiple linear regression, partial t-tests, simultaneous F-tests, and the coefficient of determination. The results indicate that workload has a significant negative effect on hospital service quality. Healthcare worker competence has a significant positive effect on service quality. Simultaneously, workload and competence significantly influence service quality. The coefficient of determination shows that workload and healthcare worker competence explain 44.4% of the variation in hospital service quality, while the remaining 55.6% is explained by other variables outside the model. These findings demonstrate that excessive workload may reduce healthcare workers’ ability to provide timely, accurate, and patient-centered services, whereas higher competence improves professional performance and service delivery. Hospitals should therefore implement balanced workload distribution, adequate staffing, continuous professional training, and competency-based development programs to improve healthcare service quality.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
AL-Mahwey, Q. N., & Sayah, H. R. (2020). The Impact of Information and Communication Technology on the Technical Quality of Health Services" A Study at Al-Shatrah General Hospital–Dhi-Qar, Iraq". Glob. J. Manag. Bus. Res.
Alamsyah, M. I., Dirgantari, P. D., Rahayu, A., Wibowo, L. A., & Disman. (2023). Strategic Mapping of Corporate and Business Strategies in the Healthcare Sector: A Case Study of ABC Hospital in Indonesia. East Asian Journal of Multidisciplinary Research , 2(6 SE-Articles), 2427–2444. https://doi.org/10.55927/eajmr.v2i6.4384
Aluma, I. A., Drequito, G. S., & Umeh, A. L. (2025). Assessing the E-Banking Services Using Service Quality and Customer Planned Behavior. Asian Journal of Management Analytics, 4(3), 837–854. https://doi.org/10.55927/ajma.v4i3.14388
Bauer, G. F., Hämmig, O., Schaufeli, W. B., & Taris, T. W. (2014). A critical review of the job demands-resources model: Implications for improving work and health. Bridging Occupational, Organizational and Public Health: A Transdisciplinary Approach, 43–68. https://doi.org/10.1007/978-94-007-5640-3_4
Becker, G. S. (1975). HUMAN CAPITAL A Theoretical and Empirical Analysis , with Special Reference to Education.
Chang, F. S., Nielsen, J., & Macias, C. (2013). Data key to quest for quality: three health systems used a form of data warehousing unique to health care to gain greater insight into clinical workflows and improve …. Healthcare Financial Management, 67(11), 86.
Chell, E. (2007). Social enterprise and entrepreneurship: Towards a convergent theory of the entrepreneurial process. International Small Business Journal. https://doi.org/10.1177/0266242607071779
Chen, Y., Ding, Q., & Shen, Y. (2022). Assessing Accessibility and Social Equity of Tertiary Hospitals for Older Adults: A City-Wide Study of Tianjin, China. In Buildings (Vol. 12, Number 12). https://doi.org/10.3390/buildings12122107
Dulac, J. D., Pryor, R. W., & Morrissey, W. W. (2017). A data-driven approach to improving clinical care and reducing costs the experiences of an academic health center and a hospital system in applying data analytics …. Healthcare Financial Management Association, 71(8), 52.
Fayos-Sola, E., & Alvarez, M. D. (2014). Tourism policy and governance for development. In Bridging Tourism Theory and Practice (Vol. 5). Emerald Group Publishing Limited. https://doi.org/10.1108/S2042-144320140000005025
Grugulis, I. (2024). Human capital theory. In A Guide to Key Theories for Human Resource Management Research (pp. 93–99). Edward Elgar Publishing. https://doi.org/10.4337/9781035308767.ch10
KhanMohammadi, E., Talaie, H., & Azizi, M. (2023). A healthcare service quality assessment model using a fuzzy best–worst method with application to hospitals with in-patient services. Healthcare Analytics, 4, 100241. https://doi.org/10.1016/j.health.2023.100241
Mubarik, L. D., Iskamto, B. K., & Sakib, K. N. (2023). Entrepreneurial Competencies and Success of SMEs in Changwon, South Korea. Journal of Entrepreneurship & Project Management, 7(8 SE-Articles), 1–11. https://doi.org/10.53819/81018102t5206
Mwintome, G., Agana, J. A., & Zamore, S. (2023). Audit partner attributes and key audit matters readability. Journal of Applied Accounting Research, 25(3), 623–649. https://doi.org/10.1108/JAAR-01-2023-0009
Nikolova, I., Schaufeli, W., & Notelaers, G. (2019). Engaging leader – Engaged employees? A cross-lagged study on employee engagement. European Management Journal, 37(6), 772–783. https://doi.org/10.1016/j.emj.2019.02.004
Pal, L. C. (2023). Impact of Education on Economic Development. Khazanah Pendidikan Islam, 5(1), 10–19. https://doi.org/10.15575/kp.v5i1.25199
Patzold, M. (2018). 5G readiness on the horizon [mobile radio]. IEEE Vehicular Technology Magazine, 13(1), 6–13. https://doi.org/10.1109/MVT.2017.2776668
Sari, N. S., & Rizaldi, A. (2022). Optimizing the Performance of SOE Employees in the Banking Sector by minimizing Workload, Burnout, and Job Stress. Journal of Economics, Management, Business and Accounting (JEMBA), 2(2), 139–145. https://doi.org/10.34010/jemba.v2i2.8193
Scanlan, J. N., & Still, M. (2019). Relationships between burnout, turnover intention, job satisfaction, job demands and job resources for mental health personnel in an Australian mental health service. BMC Health Services Research, 19(1), 1–11. https://doi.org/10.1186/s12913-018-3841-z
Singh, D. (2019). A Literature Review on Employee Retention with Focus on Recent Trends. International Journal of Scientific Research in Science, Engineering and Technology, 6(1), 425–431. https://doi.org/10.32628/ijsrst195463
Stefano, N. M., Casarotto Filho, N., Barichello, R., & Sohn, A. P. (2015). A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP, 30(2015), 433–438. https://doi.org/10.1016/j.procir.2015.02.140
Swan, J. E., Richardson, L. D., & Hutton, J. D. (2003). Do appealing hospital rooms increase patient evaluations of physicians, nurses, and hospital services? Health Care Management Review, 28(3), 254–264.
Taris, T. W. (2023). Chapter Five - Workplace engagement and motivation (A. J. B. T.-A. in M. S. Elliot, Ed.; Vol. 10, pp. 179–213). Elsevier. https://doi.org/https://doi.org/10.1016/bs.adms.2022.11.005
Thuemmler, C., Paulin, A., Jell, T., & Lim, A. K. (2018). Information technology–next generation: the impact of 5G on the evolution of health and care services. Information Technology-New …, 558, 811–817. https://doi.org/10.1007/978-3-319-54978-1_100