Strategies to improve hospital implementation of management functions that influence service behavior

https://doi.org/10.35912/ahrmr.v5i1.2790
Published: Jun 4, 2025

Abstract:

Purpose: This study analyzes how Leadership Style, Communication, and Control Systems influence Service Behavior and Hospital Performance in Majalaya Hospital’s Covid-19 response.

Research Methodology: This study used SEM with AMOS 26, collecting data from 105 respondents via questionnaires and interviews to test four hypotheses on leadership, communication, control systems, service behavior, and hospital performance.

Results: The study shows that Leadership, communication, and control systems positively impact service behavior, which in turn enhances hospital performance and business outcomes.

Conclusions: This study emphasizes the role of leadership, communication, and control systems in shaping service behavior and improving hospital performance, service delivery, and efficiency.

Limitations: This study is limited to Majalaya Hospital's Covid-19 response, restricting generalizability. Self-reported data may also have introduced a bias.

Contribution: This study reinforces the role of leadership, communication, and control systems in service behavior. It advises hospitals to enhance their feedback, communication, and leadership for better performance.

Keywords:
1. Leadership
2. Communication
3. control systems
4. service behavior
5. organizational performance
Authors:
1 . Sugeng Prayetno
Universitas Panca Sakti Bekasi, Indonesia
2 . Reimond Hasangapan Mikkael
Sekolah Tinggi Manajemen Asuransi Trisakti, Indonesia
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How to Cite
Prayetno, S., & Reimond Hasangapan Mikkael. (2025). Strategies to improve hospital implementation of management functions that influence service behavior. Annals of Human Resource Management Research, 5(1), 61–75. https://doi.org/10.35912/ahrmr.v5i1.2790
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Issue & Section
Vol. 5 No. 1 (2025): March
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

References

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    Arikunto, S. (2010). Prosedur penelitian suatu pendekatan praktek: Rineka Cipta.

    Baldauf, A., Cravens, D. W., & Piercy, N. F. (2001). Examining business strategy, sales management, and salesperson antecedents of sales organization effectiveness. Journal of Personal Selling & Sales Management, 21(2), 109-122. doi:https://doi.org/10.1080/08853134.2001.10754262

    Bayighomog, S. W., & Arasl?, H. (2019). Workplace spirituality–customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors. The Service Industries Journal, 39(7-8), 637-661. doi:https://doi.org/10.1080/02642069.2019.1570153

    Beardwell, J., & Claydon, T. (2007). Human resource management: A contemporary approach: Pearson Education.

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    Ferdian, B. B. (2024). The Significance of Brand Positioning to UX Design Business Growth. Jurnal Bisnis dan Pemasaran Digital, 3(2), 125-135. doi:https://doi.org/10.35912/jbpd.v3i2.4513

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    Park, C., Jaworski, B., & Macinnis, D. (1986). Strategic Brand Concept-Image Management. Journal of marketing, 50, 135. doi:https://doi.org/10.2307/1251291

    Prasetyaningtyas, S. W., & Prasetya, A. B. (2022). Investigating Online Learning Process in Business School: Case Study from Business School in Jakarta, Indonesia. Higher Education, 19, 20. doi:https://doi.org/10.18178/ijiet.2022.12.9.1707

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    Sutama, I. K. G., Dewi, N. D. U., & Rahayu, L. R. (2024). Community Based Tourism sebagai Salah Satu Konsep Pengembangan Pariwisata. Jurnal Studi Perhotelan dan Pariwisata, 2(1), 47-55. doi:https://doi.org/10.35912/jspp.v2i1.2042

    Thalib, M. A., Kuntuamas, M. J. A., Umar, T. P. A., & Sulastri, R. D. (2023). Potret Praktik Akuntansi oleh Pengusaha Kos-kosan berbasis Nilai Budaya Lokal. Jurnal Bisnis dan Pemasaran Digital, 2(2), 71-83. doi:https://doi.org/10.35912/jbpd.v2i2.2573

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    Wang, Z., Zhang, J., Thomas, C. L., Yu, J., & Spitzmueller, C. (2017). Explaining benefits of employee proactive personality: The role of engagement, team proactivity composition and perceived organizational support. Journal of Vocational Behavior, 101, 90-103. doi:https://doi.org/10.1016/j.jvb.2017.04.002

    Yang, T.-Y., Huang, S.-Y., Tsai, W.-C., & Weng, P.-S. (2020). The impacts of day trading activity on market quality: evidence from the policy change on the Taiwan stock market. Journal of Derivatives and Quantitative Studies: ????, 28(4), 191-207. doi:https://doi.org/10.1108/JDQS-06-2020-0015

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    Zerbe, W. J., Dobni, D., & Harel, G. H. (1998). Promoting employee service behaviour: The role of perceptions of human resource management practices and service culture. Canadian Journal of Administrative Sciences/Revue Canadienne Des Sciences De l'Administration, 15(2), 165-179. doi:https://doi.org/10.1111/j.1936-4490.1998.tb00160.x

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  2. Al-Dmour, H., Asfour, F., Al-Dmour, R., & Al-Dmour, A. (2022). Validation of the impact of marketing knowledge management on business performance via digital financial innovation as a mediating factor. VINE Journal of Information and Knowledge Management Systems, 52(1), 33-56. doi:https://doi.org/10.1108/VJIKMS-05-2020-0085
  3. Arikunto, S. (2010). Prosedur penelitian suatu pendekatan praktek: Rineka Cipta.
  4. Baldauf, A., Cravens, D. W., & Piercy, N. F. (2001). Examining business strategy, sales management, and salesperson antecedents of sales organization effectiveness. Journal of Personal Selling & Sales Management, 21(2), 109-122. doi:https://doi.org/10.1080/08853134.2001.10754262
  5. Bayighomog, S. W., & Arasl?, H. (2019). Workplace spirituality–customer engagement Nexus: the mediated role of spiritual leadership on customer–oriented boundary–spanning behaviors. The Service Industries Journal, 39(7-8), 637-661. doi:https://doi.org/10.1080/02642069.2019.1570153
  6. Beardwell, J., & Claydon, T. (2007). Human resource management: A contemporary approach: Pearson Education.
  7. Brethower, D. M., Dickinson, A. M., Johnson, D. A., & Johnson, C. M. (2022). A history of organizational behavior management. Journal of Organizational Behavior Management, 42(1), 3-35. doi:https://doi.org/10.1080/01608061.2021.1924340
  8. Brooks, I. (2009). Organisational behaviour: individuals, groups and organisation: Pearson Education.
  9. Cheng, K., Hu, P., Guo, L., Wang, Y., & Lin, Y. (2022). A contingency perspective of pro-organizational motives, unethical pro-organizational behavior, and organizational citizenship behavior. Frontiers in Psychology, 13, 935210. doi:https://doi.org/10.3389/fpsyg.2022.935210
  10. Church, A. H. (1995). Linking leadership behaviours to service performance: do managersmake a difference. Managing Service Quality: An International Journal, 5(6), 26-31. doi:https://doi.org/10.1108/09604529510796566
  11. Dwiyanti, N. M. C., Luh Putu Agustini Karta, N., Cintya, N. P., & Bendesa, I. N. G. P. (2023). Strategi Pemasaran Museum Gunung Api Batur sebagai Daya Tarik Wisata Edukasi di Kabupaten Bangli. Jurnal Studi Perhotelan dan Pariwisata, 2(1), 37-45. doi:https://doi.org/10.35912/jspp.v2i1.2565
  12. Fauna, A. M., Putri, R. N. H. S., Awallillah, M. R., Anisa, E. N., Putri, D. S., & Sulaiman, M. Y. (2024). Contribution of Competency-Based Curriculum Development to Improving The Branding Quality of ITB Tuban Digital Business Study Program Graduates. International Conference of Business and Social Sciences, 4(1), 1193–1199. doi:https://doi.org/10.24034/icobuss.v4i1.603
  13. Ferdian, B. B. (2024). The Significance of Brand Positioning to UX Design Business Growth. Jurnal Bisnis dan Pemasaran Digital, 3(2), 125-135. doi:https://doi.org/10.35912/jbpd.v3i2.4513
  14. Harriet, N., Arthur, N., Komunda, M. B., & Mugizi, T. (2024). Service quality, customer loyalty and customer retention among private health care services in mbarara city. Open Journal of Social Sciences, 12(01), 101-126. doi:https://doi.org/10.4236/jss.2024.121008
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  17. Lohana, K., & Khuwaja, I. A. (2018). The Impact of School Organizational Health on the Students. Academic Achievement (A Case Study of District Tando Allahyar). International Research Journal of Arts and Humanities, 46(46), 159-170.
  18. Mishra, M., Ghosh, K., & Sharma, D. (2021). Unethical pro-organizational behavior: A systematic review and future research agenda. Journal of business ethics, 1-25. doi:https://doi.org/10.1007/s10551-021-04764-w
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  22. Park, C., Jaworski, B., & Macinnis, D. (1986). Strategic Brand Concept-Image Management. Journal of marketing, 50, 135. doi:https://doi.org/10.2307/1251291
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  24. Prayetno, S., Permadi, H., Sarikusumaningtyas, W., & Sundari, A. (2021). Usaha Peningkatan Pelayanan Blud Rsud Majalaya Ditinjau Dari Perspektif Manajemen Sumber Daya Manusia. Media Bina Ilmiah, 16(9), 7417-7438. doi:https://doi.org/10.33758/mbi.v16i9.1592
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  26. Sutama, I. K. G., Dewi, N. D. U., & Rahayu, L. R. (2024). Community Based Tourism sebagai Salah Satu Konsep Pengembangan Pariwisata. Jurnal Studi Perhotelan dan Pariwisata, 2(1), 47-55. doi:https://doi.org/10.35912/jspp.v2i1.2042
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  28. Uturestantix, U., Purwanto, B. M., & Lukito-Budi, A. S. (2022). Role of Desire and Implementation of Intention in the Theory of Planned Behavior: A Bibliometric Analysis. Binus Business Review, 13(1), 97-107. doi:https://doi.org/10.21512/bbr.v13i1.7898
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  30. Wang, Z., Zhang, J., Thomas, C. L., Yu, J., & Spitzmueller, C. (2017). Explaining benefits of employee proactive personality: The role of engagement, team proactivity composition and perceived organizational support. Journal of Vocational Behavior, 101, 90-103. doi:https://doi.org/10.1016/j.jvb.2017.04.002
  31. Yang, T.-Y., Huang, S.-Y., Tsai, W.-C., & Weng, P.-S. (2020). The impacts of day trading activity on market quality: evidence from the policy change on the Taiwan stock market. Journal of Derivatives and Quantitative Studies: ????, 28(4), 191-207. doi:https://doi.org/10.1108/JDQS-06-2020-0015
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