Servant Leadership, Training Effectiveness, and Job Involvement Effects on Nurses’ Service Quality

The quality of nursing services is a strategic component in the healthcare system because nurses have the highest interaction intensity with patients. In Type C state-owned hospitals, the quality of nursing services plays a crucial role in determining the level of patient satisfaction, organizational image, and the sustainability of healthcare quality. This condition requires hospitals to be oriented not only to meet service standards, but also to strengthen human resource factors that support quality service behavior. This study aims to analyze the influence of servant leadership and training effectiveness on the quality of nursing services with job involvement as an intervening variable. The study used a quantitative approach with an explanatory survey method and was supported by qualitative data through interviews. The unit of analysis was nurses with an Indefinite Term Employment Agreement status working at Type C state-owned hospitals in Jakarta. The sample size was determined using the Slovin formula with a total of 138 respondents. Quantitative data analysis was conducted using path analysis, while qualitative data were analyzed using the Delphi technique. The results showed that servant leadership and training effectiveness had a positive and significant effect on the quality of nursing services and job involvement. Job involvement had a positive effect on service quality, but was not effective in mediating the influence of servant leadership and training effectiveness on service quality. These findings emphasize the importance of strengthening servant leadership, increasing training effectiveness, and nurse job involvement in efforts to improve service quality in hospitals.