Analysis of the Effect of Emotional Intelligence and Servqual-Based Service Quality on Satisfaction Nurses Work at Bima Regional Hospital
Abstract
Nurse job satisfaction is an important aspect in hospital human resource management because it is related to motivation, performance, commitment, and quality of nursing services. Emotional intelligence and service quality are factors thought to play a role in shaping nurse job satisfaction. This study aims to analyze the relationship between emotional intelligence and SERVQUAL-based service quality with nurse job satisfaction at Bima Regional General Hospital, both partially and simultaneously. This study used a quantitative approach with a cross-sectional design and an analytical survey method. The study sample consisted of 160 nurses selected using a purposive sampling technique. Data were collected using the Wong and Law Emotional Intelligence Scale (WLEIS), SERVQUAL, and Job Satisfaction Survey (JSS) questionnaires. Data were analyzed univariately, bivariately using Spearman correlation, and multivariate analysis using ordinal regression. The results showed that the emotional intelligence of nurses was mostly in the sufficient category, namely 77 respondents (48.1%), while the quality of SERVQUAL-based service was mostly in the sufficient category, namely 74 respondents (46.3%). Most nurses' job satisfaction was in the satisfied category, namely 74 respondents (46.3%). There was a positive and significant relationship between emotional intelligence and nurse job satisfaction (r = 0.582; p = 0.000) and between SERVQUAL-based service quality and nurse job satisfaction (r = 0.526; p = 0.000). Simultaneously, emotional intelligence and SERVQUAL-based service quality were significantly related to nurse job satisfaction (Chi-Square = 87.862; p = 0.000), with a Nagelkerke value of 0.487. It was concluded that increasing nurses' emotional intelligence and SERVQUAL-based service quality were jointly related to increasing nurse job satisfaction at Bima Regional General Hospital.
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