The Impact of Service Excellence Training on Enhancing Nursing Service Quality at XYZ Hospital

The Impact of Service Excellence Training on Enhancing Nursing Service Quality at XYZ Hospital

Mila Sadiyawati

Magister Psikologi Sains Universitas Muhammadiyah Malang

DOI: https://dx.doi.org/10.47772/IJRISS.2025.908000143

Received: 29 July 2025; Accepted: 04 August 2025; Published: 01 September 2025

ABSTRACT

This research aims to test the effect of service excellence training on improving the quality of service provided by nurses in hospitals. This study focuses on evaluating behavioral changes and enhancing the skills of nurses in providing patient-satisfaction-oriented services.

Methods: This research used a quasi-experimental design with a pre-test and post-test approach on the treatment group. Participants were nurses working in various hospital units. The instruments used included questionnaires to measure patient perceptions of service quality, direct observation of nurse behavior, and performance evaluations based on hospital standard operating procedures (SOPs). Data analysis used parametric and non-parametric statistical tests, such as paired t-tests and Wilcoxon tests, to compare score differences before and after training.

Results: The research results showed a significant increase in patient satisfaction scores regarding nursing services after the service excellence training (p < 0.05). Behavioral observations also indicated improvements in aspects of nurse communication, empathy, and responsiveness. Performance evaluations based on SOPs also demonstrated significant improvement. Conclusion: Service excellence training was proven to be effective in improving the quality of nursing services in hospitals. This improvement was reflected in increased patient satisfaction, positive behavioral changes in nurses, and enhanced performance in accordance with SOPs. Hospitals are advised to regularly conduct similar training and integrate the principles of service excellence into their organizational culture.

Keywords: Service Excellence, Nurse Training, Service Quality, Patient Satisfaction, Hospital

INTRODUCTION

The quality of service in hospitals is a crucial factor that influences patient satisfaction, hospital image, and even the organization’s survival (Mayer, 1999). Nurses, as the forefront of healthcare services, play a vital role in creating positive patient experiences. The gap between ideal and actual service quality often becomes a serious problem (Noprianty, 2019), caused by various factors, including a lack of communication skills, empathy, and knowledge about patient-satisfaction-oriented service standards.

In this context, service excellence training becomes very important. This training aims to equip nurses with the necessary skills and knowledge to provide superior service. The concept of service excellence not only emphasizes providing services that meet patient needs but also on efforts to exceed patient expectations (Johnston, 2004). This aligns with the increasing demands of patients for higher service quality.

This research aims to examine the effect of service excellence training on improving the quality of nursing services in hospitals. This study focuses on evaluating changes in nurse behavior, improvements in communication skills, and their impact on patient satisfaction. Thus, this research is expected to contribute significantly to the development of training programs and the improvement of service quality in hospitals.

Hospitals, as healthcare service institutions, have a responsibility to continuously improve their service quality. One of the efforts that can be made is through service excellence training for nurses. This training is expected to enhance nurses’ ability to provide quality service, so that patients feel satisfied and confident in the services they receive. This research aims to determine the effect of service excellence training on improving the quality of nursing services in hospitals.

Theoretical Review

Concept of Service Excellence

Service excellence is an approach that focuses on providing superior service, exceeding customer expectations (Johnston, 2004). It involves various aspects, including responsiveness, empathy, reliability, assurance, and the tangibles of service (Zeithaml, 2002). Service excellence in the hospital context means providing care that not only meets patients’ medical needs but also addresses their emotional and psychological aspects (Mayer, 1999).

According to Edvardsson & Enquist (2011), achieving service excellence requires the integration of ethical values into organizational strategy. This includes aspects of sustainability and corporate social responsibility, which are key drivers of value resonance and service excellence.

Tan & Pawitra (2001) integrated the SERVQUAL and Kano models within Quality Function Deployment (QFD) for the development of service excellence. This approach aims to evaluate customer satisfaction and guide improvement efforts.

The Role of Nurses in Healthcare Services

Nurses play a central role in providing healthcare services. They are responsible not only for medical aspects but also for patients’ emotional well-being. The quality of nursing care significantly influences patient satisfaction (Noprianty, 2019). Nurses who possess good communication skills, empathy, and the ability to provide clear information to patients will offer a more positive experience for patients.

Lumban Batu (2022) emphasizes that excellent service is crucial in enhancing patient satisfaction. His research indicates a positive influence of excellent service on the satisfaction of inpatients.

Service Excellence Training

Service excellence training is designed to improve nurses’ skills and knowledge in providing superior service. This training covers various aspects, such as effective communication, empathy, handling patient complaints, and understanding service standards. Simamora et al. (2019) found that service excellence training can increase patient satisfaction with nursing care.

Lashley (2001) argues that employee empowerment is a critical strategy for achieving service excellence. This empowerment enables nurses to take initiative and provide more responsive care to patient needs.

The Relationship between Service Excellence Training and Service Quality

Service excellence training is expected to enhance the quality of nursing services. This improvement can be measured through several indicators, such as increased patient satisfaction, positive changes in nurse behavior, and improved performance in accordance with standard operating procedures (SOPs). Cina (1990) emphasizes the importance of employee training in meeting customer needs.

Khan & Matlay (2009) highlight the importance of implementing service excellence in higher education, suggesting that it can be applied to enhance competitive advantage.

RESEARCH METHODS

Research Design

This study utilized a quasi-experimental design with a pre-test and post-test approach on the treatment group. This design was chosen to test the effect of service excellence training on improving the quality of nursing services.

Participants

Participants in this study were nurses working in various inpatient and outpatient units at X Hospital. Inclusion criteria included nurses with at least one year of work experience and a willingness to participate in the entire training and data collection process. The sample size was determined based on sample size calculations.

Research Instruments

The instruments used in this study included:

Patient Satisfaction Questionnaire: This questionnaire was used to measure the level of patient satisfaction with the services provided by nurses. The questionnaire adopted a Likert scale to measure various aspects of service, such as friendliness, responsiveness, information provided, and complaint handling.

Nurse Behavior Observation Sheet: This observation sheet was used to observe nurse behavior during interactions with patients. Observations were conducted on several aspects, such as verbal and non-verbal communication, empathy, and responsiveness.

Performance Evaluation Based on SOP: Performance evaluation was conducted based on the hospital’s standard operating procedures (SOPs). This evaluation covered aspects such as accuracy in performing medical procedures, adherence to safety protocols, and documentation.

Research Procedure

Preparation Phase: Researchers coordinated with the hospital administration to obtain research permits and identify participants.

Pre-test: Participants completed the patient satisfaction questionnaire before the training. Nurse behavior was observed before the training. Performance evaluations of nurses based on SOPs were conducted before the training.

Service Excellence Training: Nurses participated in service excellence training specifically designed to enhance their communication skills, empathy, and responsiveness. Training materials included the concept of service excellence, effective communication, patient complaint handling, and service ethics.

Post-test: After the training, participants completed the patient satisfaction questionnaire. Nurse behavior was observed after the training. Performance evaluations of nurses based on SOPs were conducted after the training.

Data Analysis: The collected data were analyzed using appropriate statistical tests.

Data Analysis

The data were analyzed using the following statistical methods:

Paired t-test: The paired t-test was used to compare the differences in patient satisfaction scores, behavioral observation scores, and performance evaluation scores before and after the training.

Wilcoxon Test: The Wilcoxon test was used to analyze data that were not normally distributed.

Descriptive Analysis: Descriptive analysis was used to describe the characteristics of the sample and provide an overall overview of the data.