The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender
The objective of this research is to find out the effect of role ambiguity, role conflict, role overload, and work-family conflict on emotional satisfaction, the effect of emotional satisfaction on service quality, and gender moderation on the effect of emotional satisfaction on service quality. T...
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| Format: | Article |
| Language: | English |
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Universitas Islam Indonesia
2016-04-01
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| Series: | Jurnal Siasat Bisnis |
| Subjects: | |
| Online Access: | https://jurnal.uii.ac.id/JSB/article/view/4402 |
| _version_ | 1797372772760944640 |
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| author | Handrio Adhi Pradana Hunik Sri Runing Sawitri |
| author_facet | Handrio Adhi Pradana Hunik Sri Runing Sawitri |
| author_sort | Handrio Adhi Pradana |
| collection | DOAJ |
| description |
The objective of this research is to find out the effect of role ambiguity, role conflict, role overload, and work-family conflict on emotional satisfaction, the effect of emotional satisfaction on service quality, and gender moderation on the effect of emotional satisfaction on service quality. This research was conducted in Dr. Moewardi General Hospital. The research design used in was survey research. The population of this research was all nurses of Dr. Moewardi General Hospital. The sample consisted of 106 nurses taken using purposive sampling technique. The independent variables were role ambiguity, role conflict, role overload, work-family conflict, and emotional satisfaction. The dependent variables were service quality and emotional satisfaction, while gender was a moderating variable. Methods of analyzing data used in this research were multiple regression, simple regression, and subgroup analysis before which the instrument tests were conducted including validity and reliability tests. A multiple regression examined the effect of role ambiguity, role conflict, role overload, and work-family conflict on emotional satisfaction. Simple regression examined the effect of emotional satisfaction on service quality and subgroup analysis examined the moderation of gender on the effect of emotional satisfaction on the service quality. The result of this research showed that: (1) Role ambiguity, role overload, and work-family conflict affected the emotional satisfaction significantly and negatively while the role conflict did not affect significantly the emotional satisfaction, (2) The emotional satisfaction affected positively the service quality, (3) Gender did not moderate significantly the effect of emotional satisfaction on service quality.
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| first_indexed | 2024-03-08T18:40:40Z |
| format | Article |
| id | doaj.art-2ad9971607524a80bafa702dd6a78d5a |
| institution | Directory Open Access Journal |
| issn | 0853-7666 2528-7001 |
| language | English |
| last_indexed | 2024-03-08T18:40:40Z |
| publishDate | 2016-04-01 |
| publisher | Universitas Islam Indonesia |
| record_format | Article |
| series | Jurnal Siasat Bisnis |
| spelling | doaj.art-2ad9971607524a80bafa702dd6a78d5a2023-12-29T06:57:00ZengUniversitas Islam IndonesiaJurnal Siasat Bisnis0853-76662528-70012016-04-01192The effects of role stressors and emotional satisfaction on service quality: Moderating role of genderHandrio Adhi Pradana0Hunik Sri Runing Sawitri1Management Department, Faculty of Economics, Universitas Islam IndonesiaManagement Department, Faculty of Economics and Business, Universitas Sebelas Maret The objective of this research is to find out the effect of role ambiguity, role conflict, role overload, and work-family conflict on emotional satisfaction, the effect of emotional satisfaction on service quality, and gender moderation on the effect of emotional satisfaction on service quality. This research was conducted in Dr. Moewardi General Hospital. The research design used in was survey research. The population of this research was all nurses of Dr. Moewardi General Hospital. The sample consisted of 106 nurses taken using purposive sampling technique. The independent variables were role ambiguity, role conflict, role overload, work-family conflict, and emotional satisfaction. The dependent variables were service quality and emotional satisfaction, while gender was a moderating variable. Methods of analyzing data used in this research were multiple regression, simple regression, and subgroup analysis before which the instrument tests were conducted including validity and reliability tests. A multiple regression examined the effect of role ambiguity, role conflict, role overload, and work-family conflict on emotional satisfaction. Simple regression examined the effect of emotional satisfaction on service quality and subgroup analysis examined the moderation of gender on the effect of emotional satisfaction on the service quality. The result of this research showed that: (1) Role ambiguity, role overload, and work-family conflict affected the emotional satisfaction significantly and negatively while the role conflict did not affect significantly the emotional satisfaction, (2) The emotional satisfaction affected positively the service quality, (3) Gender did not moderate significantly the effect of emotional satisfaction on service quality. https://jurnal.uii.ac.id/JSB/article/view/4402role stressorsemotional satisfactionservice qualitygender |
| spellingShingle | Handrio Adhi Pradana Hunik Sri Runing Sawitri The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender Jurnal Siasat Bisnis role stressors emotional satisfaction service quality gender |
| title | The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender |
| title_full | The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender |
| title_fullStr | The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender |
| title_full_unstemmed | The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender |
| title_short | The effects of role stressors and emotional satisfaction on service quality: Moderating role of gender |
| title_sort | effects of role stressors and emotional satisfaction on service quality moderating role of gender |
| topic | role stressors emotional satisfaction service quality gender |
| url | https://jurnal.uii.ac.id/JSB/article/view/4402 |
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