Carring behavior, discipline, and competence as predictors of service quality in the RSU Ogan Ilir
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Abstract
This study aims to analyze and empirically verify the influence of caring behavior, discipline, and competence on the service quality of employees at the Ogan Ilir Regional General Hospital, both partially and simultaneously. The research employed a quantitative method with survey, confirmatory, and verificative approaches. This study is categorized as associative research, focusing on the relationships among variables. The research population consisted of 118 employees, all of whom were included as research samples using a saturated sampling technique. The types of data comprised primary and secondary data, collected through observation, questionnaire-based interviews, and documentation. The data analysis technique used was multiple linear regression with SPSS version 30. The findings indicate that caring behavior, discipline, and competence have a positive and significant effect on improving service quality, both partially and simultaneously. These three variables demonstrate a substantial (strong) relationship of 81.6% with the improvement of service quality. This research contributes to developing comprehensive human resource management science and further research in this field. Improving service quality can be done by simultaneously paying attention to aspects of caring behavior, discipline, and competence
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How to Cite
Jauhari, J. and Yustini, T. . (2026) “Carring behavior, discipline, and competence as predictors of service quality in the RSU Ogan Ilir”, Jurnal Mantik, 9(4), pp. 1357-1366. doi: 10.35335/mantik.v9i4.7008.
References
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Wagemaker, H. (2020). Reliability and validity of international large-scale assessment?: Understanding IEA’s comparative studies of student achievement. Springer International Publishing.
Wang, X., Wang, R., Sheng, F., & Chen, L. (2022). The effects of empathy by caregivers on healthcare service satisfaction. Frontiers in Psychology, 13, 912076. https://doi.org/10.3389/fpsyg.2022.912076
Wange, S. F., Tohopi, R., & Nani, Y. N. (2023). Pengaruh disiplin kerja pegawai terhadap kualitas pelayanan publik Pemerintah Desa di Kecamatan Bongomeme Kabupaten Gorontalo. Journal of Education, Humaniora and Social Sciences (JEHSS), 6(1), 458–465. https://doi.org/10.34007/jehss.v6i1.1891
Wardeni, I., Satriawan, B., & Khaddafi, M. (2024). The Influence of Information System Quality, Facilities, and Competence on Inpatient Satisfaction With Service Quality as an Intervening Variable at Raja Ahmad Thabib Hospital, Riau Islands Province. International Journal of Economics and Management Sciences, 1(4), 104–118. https://doi.org/10.61132/ijems.v1i4.225
Widayati, D., & Rachmania, D. (2025). Nurse Responsiveness and Empathy as Predictors of Patient Loyalty: A Cross-Sectional Study in Hospital Care Settings. Fundamental and Management Nursing Journal, 8(2), 101–111. https://doi.org/10.20473/fmnj.v8i2.77252
Wirtz, J., & Lovelock, C. (2022). Services Marketing: People, Technology, Strategy (9th ed.). World Scientific.
Ye, J., Dong, B., & Lee, J.-Y. (2017). The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context. Marketing Letters, 28(1), 551–564. https://doi.org/10.1007/s11002-017-9429-2
Yoe, P., Bastiaan, N. E., & Wiyono, A. E. (2024). The Impact of Service Quality, Employee Competency, and Digitalization on Patient Satisfaction at X Clinic. Indonesian Marketing Journal, 4(2), 119–129. https://doi.org/10.19166/imj.v4i2.9763
Yunningsih, Y. (2022). Physical Evidence, Reliability, Responsiveness, Assurance and Empathy of Service Quality On Inpatient Patient Satisfaction?: Study A Regional General Hospitals. Journal of Resource Management, Economics and Business, 1(2), 15–30. https://doi.org/10.58468/remics.v1i2.40
Atanay, R. S., Dwidiyanti, M., & Dwiantoro, L. (2025). The Impact of Nurse Empathy in Hospitals Nursing Services. Media Ilmu Kesehatan, 12(3), 305–312. https://doi.org/10.30989/mik.v12i3.1201
Bahri, S., & Zamzam, F. (2015). Model penelitian kuantitatif berbasis SEM AMOS. Deepublish Press.
Barney, J. (1991). Firm Resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
Chin, W. W. (1998). The Partial Least Squares Aproach to Structural Equation Modeling. In G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295–336). Lawrence Erlbaum Associates Publishers.
Creswell, J. W., & Cresswell, J. D. (2022). Research design: Qualitative, quantitative, and mixed methods approaches (5th Ed). Sage Publications, Inc.
Emria, H., & Nurhidayati. (2025). The Role of Human Resources (HR) Competence and Organizational Culture on Service Quality in Improving Employee Performance at Pertamina Central Hospital, Jakarta. SAMaJ?: Sultan Agung Management Journal, 2(3), 206–219. https://jurnal.unissula.ac.id/index.php/samaj/article/view/47388
Fang, J., Liu, L., & Fang, P. (2019). What is the most important factor affecting patient satisfaction – a study based on gamma coefficient. Patient Prefer Adherence, 10(13), 515–525. https://doi.org/10.2147/PPA.S197015
Fitriadi, A. R. A., Herlambang, T., Sanosra, A., Nursaid, Qomariah, N., & Ridwan, W. (2025). The Impact of Work Culture, Service, and Employee Competence on Satisfaction with E-Government Systems as Intervening Variables. Ilomata International Journal of Management, 6(3), 975–991. https://doi.org/10.61194/ijjm.v6i3.1653
Gurusinga, R. (2022). Nurse Caring Behavior on Patient Satisfaction in Hospitals. Jurnal Aisyah?: Jurnal Ilmu Kesehatan, 5(1), 129–134. https://doi.org/10.30604/jika.v5i1.826
Mohd Nasurdin, A., Tan, C. L., & Naseer Khan, S. (2022). Empathy and Competency as Predictors of Nurses’ Job Performance?: An Empirical Evidence from Malaysian Public Hospitals. Malaysian Journal of Public Health Medicine, 22(1), 173–181. https://doi.org/10.37268/mjphm/vol.22/no.1/art.1320
Mustari, M. S., Amrin, E., Wahab, R. A., & Primadona, I. A. L. (2024). The Influence of Service Quality and Personnel Competency On Customer Loyalty Through Customer Satisfaction. The 1st ICBENS?: International Conference of Business, Education, Health, and Scien-Tech, 1(1), 652–662. https://journal.conference.umpalopo.ac.id/index.php/icbens/article/view/73
Oktavianingrum, I., Hapsari, Y. T., & Wardhani, R. A. N. (2025). The Influence of Employee Discipline On Service Quality at Mayang Public Health Center, Jember Regency. JURNAL MANEKSI (Management Ekonomi Dan Akuntansi), 14(4), 1776–1787. https://doi.org/10.31959/jm.v14i4.3485
Opoku, A., Olanipekun, A., Sutrisna, M., & Ahmed, V. (2022). Validity and reliability in built environment research: A selection of case studies. CRC Press.
Patmasari, E., Musiafir, S., & Sulhayati. (2023). Pengaruh disiplin kerja terhadap kualitas pelayanan aparat pada Kantor Desa Tonralipue Kecamatan Tanasitolo Kabupaten Wajo. Jurnal Ilmu Administrasi Negara, 20(1), 49–67. https://doi.org/10.59050/jian.v20i1.201
Riwu Kore, J. R., Susanto, Y., Pilkandis, J., & Haba Ora, F. (2021). Analysis of employee performance in the Department of Education and Culture, Lubuklinggau City. Asia Pacific Journal of Management and Education, 4(2), 95–109. https://doi.org/10.32535/apjme.v4i2.1149
Rulianti, E., & Nurpribadi, G. (2024). The Effect of Public Service Quality, Work Discipline, and Organizational Culture on Community Satisfaction. Ilomata International Journal of Social Science, 5(1), 60–74. https://doi.org/10.52728/ijss.v5i1.1059
Samudra, Y. B., Mulyono, S., & Hendrakusuma, B. (2025). The effect of work discipline and work competence on service performance mediated by work motivation. International Journal of Social Science and Human Research, 8(11), 8767–8776. https://doi.org/10.47191/ijsshr/v8-i11-30
Sitorus, D. R. H., Agustian, D., & Anggraini, T. (2024). Kompetensi pegawai dalam meningkatkan kualitas pelayanan. ALIGMENT?: Journal of Administration and Educational Management, 7(1), 240–250. https://doi.org/10.31539/alignment.v7i1.9901
Stiaharti, R. (2022). Pengaruh kompetensi dan loyalitas pegawai terhadap kualitas pelayanan di Dinas Pendidikan Kota Sukabumi. Mimbar Administrasi Mandiri, 18(2), 1–18. https://doi.org/10.37949/mimbar18212
Trianto, O. (2017). Pengaruh disiplin kerja dan motivasi kerja terhadap kualitas pelayanan pada Pusat Pemberdayaan Pemuda dan Olahraga Nasional (PP-PON) Kementerian Pemuda dan Olahraga Tahun 2015. Kenegaraan, 2(1), 1–29. https://journal.unas.ac.id/kenegaraan/article/view/229
Wagemaker, H. (2020). Reliability and validity of international large-scale assessment?: Understanding IEA’s comparative studies of student achievement. Springer International Publishing.
Wang, X., Wang, R., Sheng, F., & Chen, L. (2022). The effects of empathy by caregivers on healthcare service satisfaction. Frontiers in Psychology, 13, 912076. https://doi.org/10.3389/fpsyg.2022.912076
Wange, S. F., Tohopi, R., & Nani, Y. N. (2023). Pengaruh disiplin kerja pegawai terhadap kualitas pelayanan publik Pemerintah Desa di Kecamatan Bongomeme Kabupaten Gorontalo. Journal of Education, Humaniora and Social Sciences (JEHSS), 6(1), 458–465. https://doi.org/10.34007/jehss.v6i1.1891
Wardeni, I., Satriawan, B., & Khaddafi, M. (2024). The Influence of Information System Quality, Facilities, and Competence on Inpatient Satisfaction With Service Quality as an Intervening Variable at Raja Ahmad Thabib Hospital, Riau Islands Province. International Journal of Economics and Management Sciences, 1(4), 104–118. https://doi.org/10.61132/ijems.v1i4.225
Widayati, D., & Rachmania, D. (2025). Nurse Responsiveness and Empathy as Predictors of Patient Loyalty: A Cross-Sectional Study in Hospital Care Settings. Fundamental and Management Nursing Journal, 8(2), 101–111. https://doi.org/10.20473/fmnj.v8i2.77252
Wirtz, J., & Lovelock, C. (2022). Services Marketing: People, Technology, Strategy (9th ed.). World Scientific.
Ye, J., Dong, B., & Lee, J.-Y. (2017). The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context. Marketing Letters, 28(1), 551–564. https://doi.org/10.1007/s11002-017-9429-2
Yoe, P., Bastiaan, N. E., & Wiyono, A. E. (2024). The Impact of Service Quality, Employee Competency, and Digitalization on Patient Satisfaction at X Clinic. Indonesian Marketing Journal, 4(2), 119–129. https://doi.org/10.19166/imj.v4i2.9763
Yunningsih, Y. (2022). Physical Evidence, Reliability, Responsiveness, Assurance and Empathy of Service Quality On Inpatient Patient Satisfaction?: Study A Regional General Hospitals. Journal of Resource Management, Economics and Business, 1(2), 15–30. https://doi.org/10.58468/remics.v1i2.40
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