The Influence of Leadership Style, Workload, Job Promotion, Job Placement, and Merit System on the PRIMA Service Excellence Culture of Staff Nurses at Bhakti Husada General Hospital, Banyuwangi
DOI:
https://doi.org/10.38035/dijemss.v8i1.7175Keywords:
PRIMA Organizational Culture, Leadership Style, Workload, Job Promotion, Job Placement, Merit SystemAbstract
Healthcare organizations increasingly recognize that a robust service excellence culture is central to sustaining patient care quality. At Bhakti Husada General Hospital, Banyuwangi, service excellence is operationalized through the PRIMA framework — Professionalism, Respect, Innovativeness, Morality, and Accountability. Despite its formal declaration, a gap exists between the institutional values and actual nursing practice, as evidenced by 12 documented patient complaints in 2023 related to deficiencies in communication and professional conduct. The research gap is the absence of an integrative empirical model simultaneously examining leadership style, workload, job promotion, job placement, and the merit system as determinants of PRIMA organizational culture in a regional hospital context. This study aimed to analyze the simultaneous and partial effects of these five managerial variables on PRIMA service excellence culture. A cross-sectional quantitative design was employed, with data collected from 61 staff nurses through total sampling and analyzed using multiple linear regression with SPSS. The results demonstrated a significant simultaneous effect (F = 22.77; p < 0.05; R² = 0.674). Partially, leadership style (p = 0.043), job promotion (p = 0.042), job placement (p < 0.001), and merit system (p < 0.001) showed significant positive effects, while workload was non-significant (p = 0.995). The novelty lies in integrating five managerial predictors into a single simultaneous model examining nurses’ perceptions of PRIMA service excellence culture within a hospital setting. Whereas prior studies have tested these predictors separately or in pairs against individual-level outcomes such as job satisfaction or performance (e.g., Cummings et al., 2021; Rahmani et al., 2024; Suwignyo et al., 2022), this study examines these managerial factors jointly within a hospital-specific, multidimensional service excellence framework, thereby providing evidence on their combined explanatory contribution within the study context.
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