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

Sugeng Prayetno; Reimond Hasangapan Mikkael

doi:10.35912/ahrmr.v5i1.2790

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

https://doi.org/10.35912/ahrmr.v5i1.2790

04 Jun 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

Leadership Communication control systems service behavior organizational performance

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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References

Aji, F. R. P., & Setiawan, D. (2022). The impact of women's presence on the board of directors on capital structure and company failure risk. Jurnal Manajemen Dan Pemasaran Jasa, 15(1), 1-12. doi:https://doi.org/10.25105/jmpj.v15i1.12807
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
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.
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
Brooks, I. (2009). Organisational behaviour: individuals, groups and organisation: Pearson Education.
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
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
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
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
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
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
Johlke, M. C., & Duhan, D. F. (2001). Supervisor communication practices and boundary spanner role ambiguity. Journal of Managerial Issues, 87-101.
Kamkankaew, P., Thanitbenjasith, P., Sribenjachot, S., Sanpatanon, N., Phattarowas, V., & Thanin, P. (2024). How Artificial Intelligence is Helping Businesses Grow and Thrive: The Transformative Role of Artificial Intelligence in Thai B2C Digital Marketing. International Journal of Sociologies and Anthropologies Science Reviews, 4(1), 137-164.
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.
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
Napitupulu, R. (2019). Dasar-dasar ilmu kepemimpinan Teori dan aplikasi: uwais inspirasi indonesia.
Napitupulu, R. H. M., Aulawi, H., Sukirno, S., Takrim, M., & Sapta, A. (2021). Pelatihan Daring Kepemimpinan OSIS Siswa Sekolah Menengah Kejuruan dimasa PANDEMI COVID-19. Jurnal Karya untuk Masyarakat (JKuM), 2(2), 196-205. doi:https://doi.org/10.36914/jkum.v2i2.590
Ng, H. S., & Kee, D. M. H. (2018). The core competence of successful owner-managed SMEs. Management Decision, 56(1), 252-272. doi:https://doi.org/10.1108/MD-12-2016-0877
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
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
Rawis, S. O., Nasution, R. A., Hadiansyah, L. S., Adiani, W., & Aprianingsih, A. (2022). Systematic literature review of switching behavior in service industry. Binus Business Review, 13(1), 1-17. doi:https://doi.org/10.21512/bbr.v13i1.7618
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
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
Vitak, J., & Zimmer, M. (2023). Surveillance and the future of work: exploring employees’ attitudes toward monitoring in a post-COVID workplace. Journal of Computer-Mediated Communication, 28(4), zmad007. doi:https://doi.org/10.1093/jcmc/zmad007
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
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of marketing, 52(2), 35-48. doi:https://doi.org/10.1177/002224298805200203
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

Aji, F. R. P., & Setiawan, D. (2022). The impact of women's presence on the board of directors on capital structure and company failure risk. Jurnal Manajemen Dan Pemasaran Jasa, 15(1), 1-12. doi:https://doi.org/10.25105/jmpj.v15i1.12807
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
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.
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
Brooks, I. (2009). Organisational behaviour: individuals, groups and organisation: Pearson Education.
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
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
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
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
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
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
Johlke, M. C., & Duhan, D. F. (2001). Supervisor communication practices and boundary spanner role ambiguity. Journal of Managerial Issues, 87-101.
Kamkankaew, P., Thanitbenjasith, P., Sribenjachot, S., Sanpatanon, N., Phattarowas, V., & Thanin, P. (2024). How Artificial Intelligence is Helping Businesses Grow and Thrive: The Transformative Role of Artificial Intelligence in Thai B2C Digital Marketing. International Journal of Sociologies and Anthropologies Science Reviews, 4(1), 137-164.
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.
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
Napitupulu, R. (2019). Dasar-dasar ilmu kepemimpinan Teori dan aplikasi: uwais inspirasi indonesia.
Napitupulu, R. H. M., Aulawi, H., Sukirno, S., Takrim, M., & Sapta, A. (2021). Pelatihan Daring Kepemimpinan OSIS Siswa Sekolah Menengah Kejuruan dimasa PANDEMI COVID-19. Jurnal Karya untuk Masyarakat (JKuM), 2(2), 196-205. doi:https://doi.org/10.36914/jkum.v2i2.590
Ng, H. S., & Kee, D. M. H. (2018). The core competence of successful owner-managed SMEs. Management Decision, 56(1), 252-272. doi:https://doi.org/10.1108/MD-12-2016-0877
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
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
Rawis, S. O., Nasution, R. A., Hadiansyah, L. S., Adiani, W., & Aprianingsih, A. (2022). Systematic literature review of switching behavior in service industry. Binus Business Review, 13(1), 1-17. doi:https://doi.org/10.21512/bbr.v13i1.7618
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
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
Vitak, J., & Zimmer, M. (2023). Surveillance and the future of work: exploring employees’ attitudes toward monitoring in a post-COVID workplace. Journal of Computer-Mediated Communication, 28(4), zmad007. doi:https://doi.org/10.1093/jcmc/zmad007
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
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of marketing, 52(2), 35-48. doi:https://doi.org/10.1177/002224298805200203
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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1	.	Sugeng Prayetno
		Universitas Panca Sakti Bekasi, Indonesia

2	.	Reimond Hasangapan Mikkael
		Sekolah Tinggi Manajemen Asuransi Trisakti, Indonesia

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

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