Employee Engagement as a Mediator of Servant Leadership, ICT Implementation, and Psychological Capital on Nursing Service Quality
DOI:
https://doi.org/10.38035/dijemss.v7i6.6459Keywords:
Employee Engagement, Servant Leadership, Implementation of Information and Communication Technology, Psychological Capital, Quality of Nursing ServicesAbstract
This study aims to analyze the influence of Servant Leadership, the Application of Information and Communication Technology (ICT), and Psychological Capital on the Service Quality of Civil Servant Nurses, with Employee Engagement as a mediating variable. This study used a quantitative approach with a survey method of 155 D3 civil servant nurses at Tangerang City Hospital. Data were analyzed using path analysis to test the direct and indirect effects between variables. The results showed that Servant Leadership, the Application of Information and Communication Technology (ICT), Psychological Capital, and Employee Engagement had a direct positive and significant effect on Service Quality. Servant Leadership, the Application of ICT, and Psychological Capital also had a direct positive and significant effect on Employee Engagement. The mediation test revealed that Employee Engagement partially mediated the effect of Servant Leadership and the Application of ICT on Service Quality, with the direct effects of these two variables being more dominant than their indirect effects through Employee Engagement. The findings of this study confirm that improving the Service Quality of Nurses in government hospitals requires an integrated approach through strengthening service-oriented leadership, optimizing the use of ICT, and developing nurses' psychological capital and work engagement. This research provides theoretical contributions in the development of a human resource-based Service Quality model and practical implications for regional hospital management in designing policies for improving sustainable health Service Quality.
References
Adam A, Alim A, Others. 2025. Eksplorasi Kepuasan Pasien dalam Layanan Kesehatan Publik di Puskesmas Lampia, Luwu Timur: Pengaruh Budaya Lokal dan Transformasi Sosial. Cerdika J Ilm Indones. 5(12). doi:10.59141/cerdika.v5i12.2810.
Addo K, Agyepong PK. 2024. Evaluating the Health Information system implementation and utilization in healthcare delivery. Health Informatics J. 30(4). doi:https://doi.org/10.1177/14604582241304705.
Ali I, Khan MM, Shakeel S, Mujtaba BG. 2022. Impact of psychological capital on performance of public hospital nurses: The mediated role of job embeddedness. Public Organ Rev. 22(1):135–154. doi:https://doi.org/10.1007/s11115-021-00521-9.
An M, Shin ES, Choi MY, Lee Y, Hwang YY, Kim M. 2020. Positive psychological capital mediates the association between burnout and nursing performance outcomes among hospital nurses. Int J Environ Res Public Health. 17(16):5988. doi:https://doi.org/10.3390/ijerph17165988.
Ariyanto E, Wijaya MH, Sari ANM. 2025. The effect of employee engagement (Vigor, dedication, and absorption) on job satisfaction at PT Pelindo 1. Int J Curr Sci Res Rev. 8(2):673–679. doi:https://doi.org/10.47191/ijcsrr/V8-i2-11.
Barchielli C, Alaimo M a, Caputo S, Paffetti M, Zoppi P, Mucchi L. 2024. ICT in nursing and patient healthcare management: scoping review and case studies. Sensors. 24(10):3129. doi:https://doi.org/10.3390/s24103129.
Bennett D, Hylton R. 2020. Servant leadership: is this the type of leadership for job satisfaction among healthcare employees? Indian J Posit Psychol. 11(3):210–212. https://iahrw.org/our-services/journals/indian-journal-of-positive-psychology/.
Chen M, Guan Q, Zhuang J. 2024. Patient-centered lean healthcare management from a humanistic perspective. BMC Health Serv Res. 24(1):1261. doi:https://doi.org/10.1186/s12913-024-11755-w.
Christasani PD, Wijoyo Y, Hartayu TS, Widayati A. 2021. Implementation of hospital information system in Indonesia: a review. Sys Rev Pharm. 12(7):499–503.
Darzi MA, Islam SB, Khursheed SO, Bhat SA. 2023. Service quality in the healthcare sector: a systematic review and meta-analysis. LBS J Manag Res. 21(1):13–29. doi:https://doi.org/10.1108/LBSJMR-06-2022-0025.
Demeke GW, van Engen ML, Markos S. 2024. Servant leadership in the healthcare literature: A systematic review. J Healthc Leadersh. 16:1–14. doi:https://www.tandfonline.com/action/showCitFormats?doi=10.2147/JHL.S440160.
Endeshaw B. 2021. Healthcare service quality-measurement models: a review. J Heal Res. 35(2):106–117. doi:https://doi.org/10.1108/JHR-07-2019-0152.
Ghazawy ER, Mahfouz EM, Mohammed ES, Refaei SA. 2021. Nurses’ work engagement and its impact on the job outcomes. Int J Healthc Manag. 14(2):320–327. doi:https://doi.org/10.1080/20479700.2019.1644725.
Hattab S, Kornelius Y. 2021. Effect of servant leadership on the performance of a regional general hospital. Probl Perspect Manag. 19(2):507–518. doi:10.21511/ppm.19(2).2021.40.
Jiony MM, Lew TY, Gom D, Tanakinjal GH, Sondoh S. 2021. Influence of cultural intelligence and psychological capital on service quality: A study of the hotel industry in Sabah, Malaysia. Sustainability. 13(19):1–20. doi:https://doi.org/10.3390/su131910809.
Kwame A, Petrucka PM. 2020. Communication in nurse-patient interaction in healthcare settings in sub-Saharan Africa: A scoping review. Int J Africa Nurs Sci. 12:100198. doi:https://doi.org/10.1016/j.ijans.2020.100198.
Limbong M, Tarigan E. 2024. Analisis Faktor yang Berhubungan dengan Kinerja Perawat di Rumah Sakit Umum Daerah: Literature Review. Media Publ Promosi Kesehat Indones. 7(3):620–629. doi:https://doi.org/10.56338/mppki.v7i3.4853.
Liu N-C, Wang Y-C, Lin Y-T. 2023. Employees’ adaptation to technology uncertainty in the digital era: an exploration through the lens of job demands--resources theory. IEEE Trans Eng Manag. 71:7286--7297. doi:10.1109/TEM.2023.3264293.
Liu X, Li C, Yan X, Shi B. 2022. Psychological capital has a positive correlation with humanistic care ability among nurses. Front Psychol. 13:955627. doi:https://doi.org/10.3389/fpsyg.2022.955627.
Meuser JD, Smallfield J. 2023. Servant leadership: The missing community component. Bus Horiz. 66(2):251–264. doi:https://doi.org/10.1016/j.bushor.2022.07.002.
Mokhtari A, Abedi M, Others. 2020. The effectiveness of intervention based on psychological capital on hope, optimism, resilience, and self-efficacy among patients with depression. J Psychol Sci. 19(95):1411--1422.
Nasar A, Saputra DH, Arkaan MR, Ferlyando MB, Andriansyah MT, Pangestu PD. 2024. Uji Prasyarat Analisis. J Ekon dan Bisnis. 2(6):786–799.
Ncamphalala M, Vyas-Doorgapersad S. 2022. The role of information and communication technology (ICT) on the transformation of municipalities into smart cities for improved service delivery. Int J Res Bus Soc Sci. 11(2):318–328. doi:https://doi.org/10.20525/ijrbs.v11i2.1593.
Ngwenya B, Pelser T. 2020. Impact of psychological capital on employee engagemen t , job satisfaction and employee performance in the manufacturing sector in Zimbabwe. SA J Ind Psychol. 46(1):1–12.
Nugraha E, Sari RM, Yunan A, Kurniawan A, Others. 2022. The Effect of Information Technology, Competence, and Commitment to Service Quality and Implication on Customer Satisfaction. Int J Technol. 13(4). doi:10.14716/ijtech.v13i4.3809.
Peršolja M. 2024. Intensity of nursing work in a primary healthcare center: An observational study. Int J Nurs Sci. 11(5):536–543. doi:https://doi.org/10.1016/j.ijnss.2024.10.007.
Purwanti RY, Sriatmi A, Dwiantoro L. 2023. The impact of servant leadership in nursing practice at the hospital: A literature review. J Holist Nurs Sci. 10(2):82--88. doi:https://doi.org/10.31603/nursing.v10i2.8464.
Sitanggang R, Anggiani S, Djasfar F, Arafah W. 2022. The Influence of Organizational Culture, Job Satisfaction, and Servant Leadership on Service Quality Mediated by Affective Commitment in Freight Forwarding Companies. J Econ Financ Manag Stud. 5(12):3990--3999. doi:10.47191/jefms/v5-i12-60, Impact Factor: 6.274.
Tortorella GL, Fogliatto FS, Mac Cawley Vergara A, Vassolo R, Sawhney R. 2020. Healthcare 4.0: trends, challenges and research directions. Prod Plan Control. 31(15):1245--1260. doi:https://doi.org/10.1080/09537287.2019.1702226.
Wahyudi D, Idris J, Abidin Z. 2023. Tren dan isu penelitian uji-t dan chi kuadrat dalam bidang pendidikan. LINEAR J Math Educ. 4(2):182–196. doi:https://doi.org/10.32332/linear.v4i2.7987.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Yuhelmis Yuhelmis, Nancy Yusnita, Widodo Sunaryo
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
