PurposeThe purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment.Design/methodology/approachA survey instrument is using to collect the data and to measure the effect of employee ability, perceived ethic, and leadership directly to the quality of inpatient health care services was developed. This study also used the self-perception, leadership evaluation and customer evaluation questionnaires. The effects among variables were also analysed by using the structural equation modelling method.FindingsThe results of the analysis show that the survey instrument was reliable and valid; the implementation of hospital ethic was more emphasised on the nurses (as a front liners); the study proved that there is a direct and indirect effect among variables of employee ability, hospital’s ethic, and leadership to the service quality through the employee commitment; the direct effect of employee commitment variables against the service quality was significantly negative.Research limitations/implicationsAnalyses are developed within the context of a government single hospital of Type A. According to the time sequence of study, this field of study research considered for purpose only (one time study), and was not conducted for experimental study.Originality/valueThis paper’s main contribution is to propose and empirically test a set of constructs that complement the effect of employee ability, hospital’s perceived ethic, leadership on the service quality of inpatient health care through the employee commitment direct and indirectly in the Type A hospital.
Journal of Management Development – Emerald Publishing
Published: Feb 12, 2018
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