Pengaruh Faktor Organisasi dan Individu Terhadap Kinerja Perawat Melalui Employee Well-Being

https://doi.org/10.35912/jakman.v6i4.4562
Published: Sep 3, 2025

Abstract:

Purpose: This study aimed to analyze the effects of internal service quality, job satisfaction, job commitment, and supervisor support on job performance, with employee well-being as a mediating variable.

Methodology/approach: This research used a quantitative method with a Partial Least Squares-Structural Equation Modeling (PLS-SEM) analysis technique. The sample used in this study consists of 148 nurses. Data were collected using an online questionnaire.

Results: The results of the study show that internal service quality has a significant positive effect on job satisfaction, job commitment, and employee well-being. Job satisfaction, job commitment, supervisor support, and employee well-being significantly and positively affect job performance. Job satisfaction has an indirect positive effect on job performance through employee well-being. Job commitment and supervisor support have positive but insignificant indirect effects on job performance through employee well-being. The mediation analysis results show that employee well-being partially mediates the effect of job satisfaction on job performance.

Conclusion: Improving internal service quality, job satisfaction, commitment, supervisor support, and employee well-being can enhance nurses' performance.

Limitations: This study used online data collection without supervision, the sample was limited to a single hospital, and there were other external factors not captured in the model.

Contribution: This study contributes to hospital management by improving nurses performance through enhancing internal service quality, job satisfaction, supervisor support, commitment, and employee well-being.

Keywords:
1. Employee Well-Being
2. Internal Service Quality
3. Job Satisfaction
4. Supervisor Support
Authors:
1 . Niken Syitharini
2 . Hendra Achmadi
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How to Cite
Syitharini, N., & Achmadi, H. (2025). Pengaruh Faktor Organisasi dan Individu Terhadap Kinerja Perawat Melalui Employee Well-Being. Jurnal Akuntansi, Keuangan, Dan Manajemen, 6(4), 899–915. https://doi.org/10.35912/jakman.v6i4.4562
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Issue & Section
Vol. 6 No. 4 (2025): September
Articles
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References

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    Albulescu, P., Macsinga, I., Rusu, A., Sulea, C., Bodnaru, A., & Tulbure, B. T. (2022). “Give me a break!” A systematic review and meta-analysis on the efficacy of micro-breaks for increasing well-being and performance. PLOS ONE, 17(8), e0272460. https://doi.org/10.1371/journal.pone.0272460

    Almeida, D., Figueiredo, A. R., & Lucas, P. (2024). Nurses’ Well-Being at Work in a Hospital Setting: A Scoping Review. Healthcare, 12(2), 173. https://doi.org/10.3390/healthcare12020173

    Awaworyi Churchill, S., & Smyth, R. (2019). Transport poverty and subjective wellbeing. Transportation Research Part A: Policy and Practice, 124, 40–54. https://doi.org/10.1016/j.tra.2019.03.004

    Azman, A., & Satriawan, B. (2024). Influence of leadership, work environment, and employee competence on the performance of employees of the UPT Puskesmas Pulau kundur karimun regency through job satisfaction. Journal of Multidisciplinary Academic Business Studies, 2(1), 123–145. https://doi.org/10.35912/jomabs.v2i1.2513

    Cho, H.-K., & Kim, B. (2022). Effect of Nurses’ Grit on Nursing Job Performance and the Double Mediating Effect of Job Satisfaction and Organizational Commitment. Healthcare, 10(2), 396. https://doi.org/10.3390/healthcare10020396

    Dalena, M. N., Ali, S., & Ediwarman, E. (2020). Pengaruh Lingkungan Kerja Dan Beban Kerja Terhadap Kepuasan Kerja Karyawan Wisma Sehati BSD Tangerang Selatan. Studi Ilmu Manajemen Dan Organisasi, 1(2), 115–136. https://doi.org/10.35912/simo.v1i2.712

    El-Gazar, H. E., & Zoromba, M. A. (2021). Nursing Human Resource Practices and Hospitals’ Performance Excellence: The Mediating Role of Nurses’ Performance. Acta Biomedica, 92. https://doi.org/10.23750/abm.v92iS2.11247

    Firaldi, Y., Wibisono, C., Ngaliman, N., Indrayani, I., & Satriawan, B. (2023). Influence of leadership, discipline, and workload on employee performance through job satisfaction as an intervening variable in regional revenue agency Riau Islands Province. Journal of Multidisciplinary Academic Business Studies, 1(1), 27–52. https://doi.org/10.35912/jomabs.v1i1.1779

    Goula, A., Rizopoulos, T., Stamouli, M.-A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal Quality and Job Satisfaction in Health Care Services. International Journal of Environmental Research and Public Health, 19(3), 1496. https://doi.org/10.3390/ijerph19031496

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    Hair, J. F., Hult, T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage

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    Khan, M. S., Elahi, N. S., & Abid, G. (2021). Workplace Incivility and Job Satisfaction: Mediation of Subjective Well-Being and Moderation of Forgiveness Climate in Health Care Sector. European Journal of Investigation in Health, Psychology and Education, 11(4), 1107–1119. https://doi.org/10.3390/ejihpe11040082

    Konlan, K. D., Saah, J. A., Doat, A.-R., Amoah, R. M., Abdulai, J. A., Mohammed, I., & Konlan, K. D. (2021). Influence of nurse-patient relationship on hospital attendance. A qualitative study of patients in the Kwahu Government Hospital, Ghana. Heliyon, 7(2), e06319. https://doi.org/10.1016/j.heliyon.2021.e06319

    Milner, K., Greyling, M., Goetzel, R., da Silva, R., Kolbe-Alexander, T., Patel, D., Nossel, C., & Beckowski, M. (2015). The relationship between leadership support, workplace health promotion and employee wellbeing in South Africa. Health Promotion International, 30(3), 514–522. https://doi.org/10.1093/heapro/dat064

    Mohamad, M., Wahid, S., & Hasan, H. (2022). The Effects of Supervisor Support on Presenteeism Among Government Employees in Putrajaya. International Journal of Accounting, Finance and Business (IJAFB), 7(41).

    Ngaliman, N., Catrayasa, I. W., & Khairil, K. (2024). Analysis of work life balance, job satisfaction and its effect on the performance of employees of the General Bureau of the Regional secretariat of the Riau Islands Province. Journal of Multidisciplinary Academic Business Studies, 2(1), 47–61. https://doi.org/10.35912/jomabs.v2i1.2461

    Njilo, M., Karada?, G., & Garanti, Z. (2020). The mediation effect of learning organization in the relationship between internal service quality and job satisfaction of nurses. The Ethiopian Journal of Health Development, 34(4).

    Pan, T.-H., & Lin, Y.-N. (2022). Organizational Commitment Impact on Job Well-Being of SMEs Employees in Taiwan in Post-COVID-19 Era. https://doi.org/10.31219/osf.io/x7afc

    Peri?, G., Drami?anin, S., & Pavlovi?, N. (2021). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia. Menadzment u Hotelijerstvu i Turizmu, 9(1), 43–60. https://doi.org/10.5937/menhottur2101043P

    Pio, R. J. (2022). The mediation effect of quality of worklife and job satisfaction in the relationship between spiritual leadership to employee performance. International Journal of Law and Management, 64(1), 1–17. https://doi.org/10.1108/IJLMA-07-2018-0138

    Pramesti, N. K., & Suarmana, I. W. (2024). Pengaruh Lingkungan Kerja terhadap Kinerja Karyawan di novotel bali nusa dua. Jurnal Studi Perhotelan Dan Pariwisata, 3(1), 21–29. https://doi.org/10.35912/jspp.v3i1.3243

    Pristiandaru, D. (2024, March 18). Jumlah Rumah Sakit di Indonesia Meningkat, tapi Masih Belum Merata Artikel ini telah tayang di Kompas.com dengan judul “Jumlah Rumah Sakit di Indonesia Meningkat, tapi Masih Belum Merata”, Klik untuk baca: https://lestari.kompas.com/read/2024/03/18/140000686/jumlah-rumah-sakit-di-indonesia-meningkat-tapi-masih-belum-merata

    Robbins, S. P., & Judge, T. A. (2024). Organizational Behavior (19th Edition, Global Edition). Pearson.

    Qin, Y. S., & Men, L. R. (2023). Exploring the Impact of Internal Communication on Employee Psychological Well-Being During the COVID-19 Pandemic: The Mediating Role of Employee Organizational Trust. International Journal of Business Communication, 60(4), 1197–1219. https://doi.org/10.1177/23294884221081838

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    Sekhar, C., & Patwardhan, M. (2023). Flexible working arrangement and job performance: the mediating role of supervisor support. International Journal of Productivity and Performance Management, 72(5), 1221–1238. https://doi.org/10.1108/IJPPM-07-2020-0396

    Sharma, P., Kong, T. T. C., & Kingshott, R. P. J. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance. Journal of Service Management, 27(5), 773–797. https://doi.org/10.1108/JOSM-10-2015-0294

    Sulosaari, V., Unal, E., & Cinar, F. I. (2022). The effectiveness of mindfulness-based interventions on the psychological well-being of nurses: A systematic review. Applied Nursing Research, 64, 151565. https://doi.org/10.1016/j.apnr.2022.151565

    Tiryaki Sen, H., & Yildirim, A. (2023). The relationship between nurses’ perceived organizational, supervisor and co-worker support, psychological well-being and job performance. Journal of the Pakistan Medical Association, 73(3), 552–557. https://doi.org/10.47391/JPMA.6594

    Wang, X., Li, C., Chen, Y., Zheng, C., Zhang, F., Huang, Y., & Birch, S. (2022). Relationships between job satisfaction, organizational commitment, burnout and job performance of healthcare professionals in a district-level health care system of Shenzhen, China. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.992258

    Yorgancioglu Tarcan, G., Erigüç, G., Kartal, N., ?eyma Koca, G., & Karahan, A. (2021). The effect of mushroom management style and perceived supervisor support on employee performance: ‘An application with university hospital employees.’ The International Journal of Health Planning and Management, 36(2), 532–544. https://doi.org/10.1002/hpm.3102

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  2. Albulescu, P., Macsinga, I., Rusu, A., Sulea, C., Bodnaru, A., & Tulbure, B. T. (2022). “Give me a break!” A systematic review and meta-analysis on the efficacy of micro-breaks for increasing well-being and performance. PLOS ONE, 17(8), e0272460. https://doi.org/10.1371/journal.pone.0272460
  3. Almeida, D., Figueiredo, A. R., & Lucas, P. (2024). Nurses’ Well-Being at Work in a Hospital Setting: A Scoping Review. Healthcare, 12(2), 173. https://doi.org/10.3390/healthcare12020173
  4. Awaworyi Churchill, S., & Smyth, R. (2019). Transport poverty and subjective wellbeing. Transportation Research Part A: Policy and Practice, 124, 40–54. https://doi.org/10.1016/j.tra.2019.03.004
  5. Azman, A., & Satriawan, B. (2024). Influence of leadership, work environment, and employee competence on the performance of employees of the UPT Puskesmas Pulau kundur karimun regency through job satisfaction. Journal of Multidisciplinary Academic Business Studies, 2(1), 123–145. https://doi.org/10.35912/jomabs.v2i1.2513
  6. Cho, H.-K., & Kim, B. (2022). Effect of Nurses’ Grit on Nursing Job Performance and the Double Mediating Effect of Job Satisfaction and Organizational Commitment. Healthcare, 10(2), 396. https://doi.org/10.3390/healthcare10020396
  7. Dalena, M. N., Ali, S., & Ediwarman, E. (2020). Pengaruh Lingkungan Kerja Dan Beban Kerja Terhadap Kepuasan Kerja Karyawan Wisma Sehati BSD Tangerang Selatan. Studi Ilmu Manajemen Dan Organisasi, 1(2), 115–136. https://doi.org/10.35912/simo.v1i2.712
  8. El-Gazar, H. E., & Zoromba, M. A. (2021). Nursing Human Resource Practices and Hospitals’ Performance Excellence: The Mediating Role of Nurses’ Performance. Acta Biomedica, 92. https://doi.org/10.23750/abm.v92iS2.11247
  9. Firaldi, Y., Wibisono, C., Ngaliman, N., Indrayani, I., & Satriawan, B. (2023). Influence of leadership, discipline, and workload on employee performance through job satisfaction as an intervening variable in regional revenue agency Riau Islands Province. Journal of Multidisciplinary Academic Business Studies, 1(1), 27–52. https://doi.org/10.35912/jomabs.v1i1.1779
  10. Goula, A., Rizopoulos, T., Stamouli, M.-A., Kelesi, M., Kaba, E., & Soulis, S. (2022). Internal Quality and Job Satisfaction in Health Care Services. International Journal of Environmental Research and Public Health, 19(3), 1496. https://doi.org/10.3390/ijerph19031496
  11. Hair, J. F. ., Hult, G. T. M. ., Ringle, C. M. ., & Sarstedt, Marko. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Sage.
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  14. Hwang, W. J., & Park, E. H. (2022). Developing a structural equation model from Grandey’s emotional regulation model to measure nurses’ emotional labor, job satisfaction, and job performance. Applied Nursing Research, 64, 151557. https://doi.org/10.1016/j.apnr.2021.151557
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  20. Mohamad, M., Wahid, S., & Hasan, H. (2022). The Effects of Supervisor Support on Presenteeism Among Government Employees in Putrajaya. International Journal of Accounting, Finance and Business (IJAFB), 7(41).
  21. Ngaliman, N., Catrayasa, I. W., & Khairil, K. (2024). Analysis of work life balance, job satisfaction and its effect on the performance of employees of the General Bureau of the Regional secretariat of the Riau Islands Province. Journal of Multidisciplinary Academic Business Studies, 2(1), 47–61. https://doi.org/10.35912/jomabs.v2i1.2461
  22. Njilo, M., Karada?, G., & Garanti, Z. (2020). The mediation effect of learning organization in the relationship between internal service quality and job satisfaction of nurses. The Ethiopian Journal of Health Development, 34(4).
  23. Pan, T.-H., & Lin, Y.-N. (2022). Organizational Commitment Impact on Job Well-Being of SMEs Employees in Taiwan in Post-COVID-19 Era. https://doi.org/10.31219/osf.io/x7afc
  24. Peri?, G., Drami?anin, S., & Pavlovi?, N. (2021). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia. Menadzment u Hotelijerstvu i Turizmu, 9(1), 43–60. https://doi.org/10.5937/menhottur2101043P
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  26. Pramesti, N. K., & Suarmana, I. W. (2024). Pengaruh Lingkungan Kerja terhadap Kinerja Karyawan di novotel bali nusa dua. Jurnal Studi Perhotelan Dan Pariwisata, 3(1), 21–29. https://doi.org/10.35912/jspp.v3i1.3243
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  34. Sulosaari, V., Unal, E., & Cinar, F. I. (2022). The effectiveness of mindfulness-based interventions on the psychological well-being of nurses: A systematic review. Applied Nursing Research, 64, 151565. https://doi.org/10.1016/j.apnr.2022.151565
  35. Tiryaki Sen, H., & Yildirim, A. (2023). The relationship between nurses’ perceived organizational, supervisor and co-worker support, psychological well-being and job performance. Journal of the Pakistan Medical Association, 73(3), 552–557. https://doi.org/10.47391/JPMA.6594
  36. Wang, X., Li, C., Chen, Y., Zheng, C., Zhang, F., Huang, Y., & Birch, S. (2022). Relationships between job satisfaction, organizational commitment, burnout and job performance of healthcare professionals in a district-level health care system of Shenzhen, China. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.992258
  37. Yorgancioglu Tarcan, G., Erigüç, G., Kartal, N., ?eyma Koca, G., & Karahan, A. (2021). The effect of mushroom management style and perceived supervisor support on employee performance: ‘An application with university hospital employees.’ The International Journal of Health Planning and Management, 36(2), 532–544. https://doi.org/10.1002/hpm.3102