Leadership and Organizational Commitment Effects on Service Quality and Inpatient Satisfaction
DOI:
https://doi.org/10.47709/ijmdsa.v5i1.7818Keywords:
Transformational Leadership, Organizational Commitment, Service Quality, Patient Satisfaction, MediationAbstract
This study aims to analyze the effect of transformational leadership and organizational commitment on service quality and patient satisfaction, as well as to examine the mediating role of service quality. The research was conducted at Puskesmas Dedai, Sintang Regency, using a quantitative explanatory approach to explain causal relationships among the studied variables. The population consisted of 175 inpatients recorded over the last seven months, from which a sample of 64 respondents was selected using Slovin’s formula with a 10% margin of error through simple random sampling. Data were collected using structured questionnaires that measured transformational leadership, organizational commitment, service quality, and patient satisfaction. The collected data were analyzed using path analysis to examine both direct and indirect effects among variables. The results indicate that transformational leadership has a significant positive effect on service quality and patient satisfaction, which is reflected through leaders’ ability to provide role modeling, motivation, inspiration, and encouragement for innovation among employees. Organizational commitment also shows a significant direct effect on patient satisfaction, particularly through employees’ emotional attachment, loyalty, and moral responsibility toward the organization. Furthermore, service quality is proven to mediate the relationship between transformational leadership and patient satisfaction, indicating that effective leadership contributes to higher patient satisfaction primarily by improving service quality. However, service quality does not mediate the relationship between organizational commitment and patient satisfaction, suggesting that committed employees can directly influence patient satisfaction without necessarily improving perceived service quality. These findings emphasize the critical role of transformational leadership, organizational commitment, and service quality in enhancing patient satisfaction in public healthcare services.
References
A.A Ghaleb, E., Dominic, P. D. D., Alzoraiki, M., Mohamed, I., Mohammed Ahmed Naji, G., & AL-Ashmori, A. (2022). The Role of Transformational Leadership Style and Intellectual Capital in Improving the Service Quality of the Public Healthcare Sector in Developing Countries – Conceptual Study. International Journal of Intellectual Human Resource Management (IJIHRM), 03(01), 1–7. https://doi.org/10.46988/ijihrm.03.01.2022.001
Abni, A., & Hamdani, R. (2023). Komitmen organisasi dan kepuasan kerja terhadap kinerja karyawan pada perusahaan perkebunan di Indonesia. Proceeding of National Conference on Accounting & Finance, 5, 311–318. https://doi.org/10.20885/ncaf.vol5.art36
Aghivirwiati, G. A. (2023). Pengaruh Customer Experience Dan Kepuasan Terhadap Purchase Intention Tiktok Shop. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 12(07), 1330. https://doi.org/10.24843/eeb.2023.v12.i07.p08
Ansyori, A. (2023). Tingkat Kepuasan Pasien Rawat Jalan terhadap Dimensi Mutu Pelayanan Tempat Pendaftaran. Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal, 13(2), 557–570. https://doi.org/10.32583/pskm.v13i2.897
Aprilia, I. A., Triska Dewi Pramitasari, & Subaida, I. (2024). Pengaruh Kepemimpinan Transformasional, Lingkungan Kerja dan Motivasi Kerja terhadap Kinerja ASN dengan Dimediasi Kesiapan untuk Berubah pada UPT Puskesmas Jangkar. 3(6), 1191–1205.
Boshra, A. Y., Almutairi, J. A., & Alasiry, S. M. (2024). Transformational Leadership Style and the Quality of Nursing Care in Riyadh Second Health Cluster, Saudi Arabia. Journal of Pharmacy and Bioallied Sciences, 16(Suppl 4), S3999–S4002. https://doi.org/10.4103/jpbs.jpbs_1418_24
Chang, H.-T., Chou, Y.-J., Miao, M.-C., & Liou, J.-W. (2021). The effects of leadership style on service quality: enrichment or depletion of innovation behaviour and job standardisation. Total Quality Management & Business Excellence, 32(5–6), 676–692. https://doi.org/10.1080/14783363.2019.1626708
Curado, C., & Vieira, S. (2019). Trust, knowledge sharing and organizational commitment in SMEs. Personnel Review, 48(6), 1449–1468. https://doi.org/10.1108/PR-03-2018-0094
Dewi, D. A. D. K., & Piartrini, P. S. (2020). Pengaruh kompensasi dan keselamatan kesehatan kerja terhadap komitmen organisasional tenaga kerja dinas lingkungan hidup tabanan. E-Jurnal Manajemen Universitas Udayana, 9(4), 1297. https://doi.org/10.24843/EJMUNUD.2020.v09.i04.p04
Dogra, A. K. (2022). Impact of Service Quality and Patient Orientation on Loyalty Through Mediation of Patient Satisfaction. ECS Transactions, 107(1), 5813–5826. https://doi.org/10.1149/10701.5813ecst
Doutchi, M., Ghousmane, A., Zampaligre, F., Moussa, B., Ishagh, E. K., Marc, O. T., Oumarou, B., Harouna, H., Tamuzi, J. L., Ndwandwe, D. E., Katoto, P. D. M. C., Wiysonge, C. S., Anya, B.-P. M., & Tshikolasoni, M. C. (2024). Building Resilient Health Systems in Africa through Improved Leadership, Management, and Governance: An evaluation of Niger’s Ministry of Health Transformative Training Program. https://doi.org/10.21203/rs.3.rs-5183135/v1
Emilia Pebrianti, & Enas Enas. (2023). Pengaruh Kualitas Pelayanan Administrasi Kependudukan Dan Kinerja Pegawai Terhadap Kepuasan Masyarakat. Maslahah?: Jurnal Manajemen Dan Ekonomi Syariah, 1(4), 93–110. https://doi.org/10.59059/maslahah.v1i4.360
Flaviana, B., Karo-Karo, U., & Sigabariang, E. E. (2023). Pengaruh mutu pelayanan sumber daya manusia terhadap patient satisfaction di UPTD Puskesmas semula jadi Kota Tanjung balai tahun 2021. Jambura Journal of Health Sciences and Research, 5(2), 632–640. https://doi.org/10.35971/jjhsr.v5i2.18633
Hardiati, L., Hasbiyah, S., Pelayanan Publik Pada, K., & Studi Administrasi Publik Sekolah Tinggi Ilmu Administrasi Amuntai, P. (2024). Kualitas Pelayanan Publik Pada (Kantor Upt) Pt. Pln Kecamatan Kelua Kabupaten Tabalong. Jurnal Pelayanan Publik, 1(3), 948–958.
Heru Kurniawan, Moh. Ikhsan Kurnia, A.Latif Nugraha, & Alya Fauziah Maulida. (2024). Analisis Budaya Organisasi Terhadap Kinerja Di Lingkup Umkm Wilayah Tamansari, Kota Tasikmalaya. Dinamika: Jurnal Manajemen Sosial Ekonomi, 4(1), 242–252. https://doi.org/10.51903/dinamika.v4i1.479
Hermawati, A., Purbaningsih, Y., Iwe, L., Junaedi, I. W. R., & Wibowo, T. S. (2022). Motivasi Kerja Terhadap Kinerja Tenaga Kesehatan Berbasis Implementasi Kompetensi dan Komunikasi Organisasi. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 5(2), 2199-2209.
Hermawati, A., Martaleni, M., & Hendarto, T. (2021). Maksimalisasi kinerja pegawai dengan efek penguatan kepuasan kerja. Jurnal Ilmu Ekonomi & Sosial Unmus, 12(1), 16-25.
Hermawati, A., Ariyanto, R. D., Wartono, T., & Siki, K. B. (2025). Sustainability Leadership: The Role of Strategic Management in Achieving Sustainable Competitive Advantage. Maneggio, 2(5), 152-161.
Lestari, F. I., Zaman, M. K., & Zulkarnaini, Z. (2022). Mutu Pelayanan Keperawatan Rumah Sakit Puri Husada Tembilahan. JOMIS (Journal of Midwifery Science), 6(2), 128–136. https://doi.org/10.36341/jomis.v6i2.2326
Liu, S., Li, G., Liu, N., & Hongwei, W. (2021). The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inquiry (United States), 58. https://doi.org/10.1177/00469580211007221
Maharani, S., & Herwanto, J. (2023). Hubungan Antara Psychological Capital Dengan Komitmen Organisasi Pada Karyawan Koperasi Rimba Mutiara Banso Riau. Psikobuletin:Buletin Ilmiah Psikologi, 4(2), 137. https://doi.org/10.24014/pib.v4i2.22335
Marie, A. L., & Budi, A. (2020). Analisis Pengaruh Kualitas Produk Te rhadap Kepuasan Pelanggan Kopi Kenangan The Breeze, Bumi Serpong Damai. Jurnal Ilmiah Pariwisata, 25(2), 99. https://doi.org/10.30647/jip.v25i2.1341
Nur laila, T., Dian Putra, Y., & Aisah, S. (2022). Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan Herbalife di Healthy Glow Skin. Jurnal Ilmiah Ekonomi Global Masa Kini, 13(2), 97–101. https://doi.org/10.36982/jiegmk.v13i2.2364
Nurgahawan, C., Nurminingsih, & Agustin, D. (2022). Analysis of the effect of service quality on treatment decisions and patient loyalty in the outpatient unit of mampang prapatan hospital jakarta. Marginal: Journal of Management, Accounting, General Finance and International Economic Issues, 1(2), 37–42. https://doi.org/10.55047/marginal.v1i2.131
Nurjanah, S., Salsabilla, I., Ramadhan, S., Bella, T. R., Ananda, Z., & Ridwan, H. (2025). Analisis Literatur tentang Pengaruh Kepemimpinan Transformasional terhadap Mutu Pelayanan Keperawatan. Jurnal Penelitian Inovatif, 5(2), 2055–2064. https://doi.org/10.54082/jupin.1448
Nurul Hidayah F, J., Mulyana, A., & Febrian, F. (2024). Pengaruh Pemasaran dan Komitmen Tentang Kepuasan Pelanggan di Klinik THT Rumah Sakit Tk Ii 03.05.01 Dustira Kota Cimahi. Jurnal Humaniora, Ekonomi Syariah Dan Muamalah, 2(3), 118–127. https://doi.org/10.38035/jhesm.v2i3.258
Robbins, B., & Davidhizar, R. (2020). Transformational Leadership in Health Care Today. The Health Care Manager, 39(3), 117–121. https://doi.org/10.1097/HCM.0000000000000296
Sahura, A., Pakpahan, M., & Pane, D. N. (2024). Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Dengan Brand Image Sebagai Variabel Intervening Pada Produk Jasa Gojek. Jurnal Rumpun Manajemen Dan Ekonomi, 1(3), 25–38.
Salfitri, M., Muryanto, F., & Ijan, M. C. (2024). Analisis Gaya Kepemimpinan Transformasional , Budaya Organisasi , Dan Personality Terhadap Organizational Citizenship Behavior ( Ocb ) Melalui Motivasi Kerja Sebagai Variabel Intervening Di Sekretariat Daerah Kabupaten Kebumen. 7(2), 1020–1038.
Santoso, A. D., & Rahardjo, D. S. (2021). PLS dan GeSCA dalam Analisis Kuantitatif (Kepel Press (ed.)).
Santy, D. E., Ilmi, Z., & Effendi, A. S. (2021). Pengaruh Kepemimpinan Transformasional dan Kinerja Terhadap Pelayanan dan Kepuasan Pasien RSUD A.M. Parikesit Kabupaten Kutai Kartanegara. Jurnal Ilmiah Akuntansi Dan Keuangan , 4(3), 651–667.
Setiyani, U., & Maskur, A. (2022). Pengaruh Presepsi Harga, Kualitas Pelayanan, Atmosphere Cafe Terhadap Kepuasan Pelanggan. Jurnal Ekonomi Dan Bisnis, 11(1), 702–709.
Setyawan, F. E. B., Supriyanto, S., Ernawaty, E., & Lestari, R. (2022). Organizational commitment, patient satisfaction and loyalty in the first-level health facilities. International Journal of Public Health Science, 11(3), 1046–1057. https://doi.org/10.11591/ijphs.v11i3.21293
Suhermin, S., & Hermawati, A. (2021). Membangun Kepercayaan kepada Rumah Sakit berdasarkan Kualitas Layanan dan Kepuasan Pasien. Equilibrium: Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi, 10(1), 51-59.
Suwarni, A., & Mariyana, D. (2023). Hubungan Komunikasi Perawat Dalam Pelayanan Kesehatan Dengan Kepuasan Pasien Di Puskesmas Colomadu 1 Kabupaten Karanganyar. Jurnal Ilmiah Edunomika, 7(1), 66–67.
Yustika, Y., & Syamsiyah, S. N. (2020). Peran Kepemimpinan Dalam Organisasi Lembaga Pendidikan Islam. PRODU: Prokurasi Edukasi File:///C:/Users/Acer/Downloads/Sobian.PdfJurnal Manajemen Pendidikan Islam, 2(1), 55–64. https://doi.org/10.15548/p-prokurasi.v2i1.2248
Bojovi?, I., & Stojadinovi? Jovanovi?, S. (2020). A new decade for social changes Transformational Leadership and Psychological Needs of Employees. Technium Social Sciences Journal, 7, 226–235. www.techniumscience.com
Hery Siswanto, Gede Pramana Yogi, Purwadhi Purwadhi, & Yani Restiani Widjaja. (2025). Strategi Kepemimpinan Transformasional dalam Meningkatkan Kinerja SDM di Rumah Sakit Umum Daerah Masohi. Jurnal Visi Manajemen, 11(3), 45–61. https://doi.org/10.56910/jvm.v11i3.743
Randika, R., Mianna, R., & Redho, A. (2025). Pengaruh Kepemimpinan Transformasional Terhadap Kinerja Pegawai Dalam Meningkatkan Kualitas Pelayanan Kesehatan Di Rs Sansani. Prepotif?: Jurnal Kesehatan Masyarakat, 9(1), 1136–1145.
Suja Sundram, Sunil E. Tambvekar, S.Sekar, Ghada-elkady, Shiv Kant Tiwari, & R.Gopinathan. (2022). The Effect Of Service Quality On Patient Loyalty Mediated By Patient Satisfaction. Journal of Pharmaceutical Negative Results, 1393–1400. https://doi.org/10.47750/pnr.2022.13.s06.184
Widiarti, L. P., Widnyana, I. W., Mitariani, N. W. E., & Wijana, I. M. D. (2025). Patient Satisfaction as a Mediator of Service Quality, Hospital Image, and Loyalty Among Participants of Indonesia’s BPJS Kesehatan Program. International Journal of Applied Business and International Management, 10(2), 368–388. https://doi.org/10.32535/ijabim.v10i2.400
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Siti Masitoh, Rahayu Pudji Suci, Asih Tri Rachmi Nuswantari
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
info@itscience.org, web: 
