Pengaruh Beban Kerja, Motivasi Kerja dan Lingkungan Kerja terhadap Kualitas Pelayanan melalui Engagement pada Perawat di Rumah Sakit

The Influence of Workload, Work Motivation, and Work Environment on Service Quality Through Engagement Among Nurses in Hospitals

Abstract

Introduction: The quality of nursing services is influenced by multiple factors, including workload, work motivation, and the work environment. Nurse engagement, as a positive psychological state, may mediate the relationship between these factors and service quality.

Objectives: This study aims to examine the effects of workload, work motivation, and work environment on nursing service quality through engagement among nurses at Bhayangkara Brimob Hospital.

Method: A quantitative study with a survey design and path analysis was conducted involving 142 nurses selected through total sampling. Data were collected using a validated and reliable questionnaire. Statistical analyses included linear regression and path analysis.

Result: Workload had a negative effect on service quality (β = –0.252; p < 0.003) and engagement (β = –0.344; p < 0.000). Work motivation positively affected service quality (β = 0.405; p < 0.000) and engagement (β = 0.472; p < 0.000). The work environment positively influenced service quality (β = 0.742; p < 0.000) and engagement (β = 0.322; p < 0.003). Engagement significantly improved service quality (β = 0.475; p < 0.000). Mediation analysis showed that workload and motivation had indirect effects on service quality through engagement, while the work environment did not demonstrate a significant indirect effect.

Conclution: Workload, work motivation, and work environment significantly influence nursing service quality. Engagement mediates the effects of workload and motivation but does not mediate the influence of the work environment.