Employee Engagement as a Mediator of Servant Leadership, ICT Implementation, and Psychological Capital on Nursing Service Quality

This study aims to analyze the influence of Servant Leadership, the Application of Information and Communication Technology (ICT), and Psychological Capital on the Service Quality of Civil Servant Nurses, with Employee Engagement as a mediating variable. This study used a quantitative approach with a survey method of 155 D3 civil servant nurses at Tangerang City Hospital. Data were analyzed using path analysis to test the direct and indirect effects between variables. The results showed that Servant Leadership, the Application of Information and Communication Technology (ICT), Psychological Capital, and Employee Engagement had a direct positive and significant effect on Service Quality. Servant Leadership, the Application of ICT, and Psychological Capital also had a direct positive and significant effect on Employee Engagement. The mediation test revealed that Employee Engagement partially mediated the effect of Servant Leadership and the Application of ICT on Service Quality, with the direct effects of these two variables being more dominant than their indirect effects through Employee Engagement. The findings of this study confirm that improving the Service Quality of Nurses in government hospitals requires an integrated approach through strengthening service-oriented leadership, optimizing the use of ICT, and developing nurses' psychological capital and work engagement. This research provides theoretical contributions in the development of a human resource-based Service Quality model and practical implications for regional hospital management in designing policies for improving sustainable health Service Quality.