Determinants of Excellent Service Performance in Nurses: A Cross-Sectional Study

Rita Sariani Saragih; Martha Irene Kartasurya; Antono Surjoputro; Dwi Indah Iswanti

doi:10.30994/jnp.v8i3.627

Authors

Rita Sariani Saragih Master of Public Health Science Program, Faculty of Public Health, Diponegoro University, Semarang, Indonesia
Martha Irene Kartasurya Master of Public Health Science Program, Faculty of Public Health, Diponegoro University, Semarang, Indonesia
Antono Surjoputro Master of Public Health Science Program, Faculty of Public Health, Diponegoro University, Semarang, Indonesia
Dwi Indah Iswanti Nursing Department, Faculty of Nursing and Health Science, Universitas Karya Husada Semarang, Semarang, Indonesia

DOI:

https://doi.org/10.30994/jnp.v8i3.627

Keywords:

cross-sectional study, determinants, excellent service performance, nurses

Abstract

Background: The low performance of nurses' services is a hotly discussed problem with several complaints from patients as health service users. Many factors affect the performance of excellent service both internally and externally.

Purpose: to analyze the determinants of what factors support nurses in performing excellent service performance.

Methods: quantitative design with cross-sectional approach. The sample size was 87 nurses from the entire population with D3 and NERS education, at least 6 months working in 6 surgical medical rooms with total sampling technique. The measurement instrument is a checklist and questionnaire consisting of statement items with 4 Likert scales. Validity and reliability tests on 30 respondents, the results r count> r table 0.361 with Cronbach alpha> 0.6. Descriptive, Pearson product-moment correlation and logistic regression were used to analyze the data with α=0.05.

Results: The variables of perception of workload (p=0.004; Exp (B)=4.591), perception of leadership (p=0.012; Exp (B)=3.729), and motivation (p=0.018; Exp (B)=3.579) simultaneously affect the performance of excellent service by 33.5%.

Conclusion: The determinant factor of nurses' excellent service performance is workload. Efforts are needed to increase work motivation, through suitability of salary/benefits received, positive policies from management, supervision, human relations, working conditions, and good organizational culture.

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