THE INFLUENCE OF COMPETENCE AND DISCIPLINE ON SERVICE QUALITY THROUGH NURSE PERFORMANCE AT DR. SUKIRMAN AIR FORCE HOSPITAL

Abstract

Background: Hospital service quality is an important indicator of healthcare quality and patient satisfaction. The achievement of quality nursing services is influenced by several factors, particularly nurses’ competence, discipline, and performance, as nurses interact directly with patients. Objective: To analyze the effects of competence and discipline on service quality through nurse performance at RSAU dr. Sukirman, Roesmin Nurjadin Air Force Base, Pekanbaru. Methods: This study employed a quantitative descriptive design with a causal approach and was conducted from January to July 2025. The study population and sample consisted of 41 nurses selected using purposive sampling. Data were collected through questionnaires and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS), involving outer model and inner model assessments using SmartPLS software. Results: Competence had significant effects on service quality (p=0.003) and nurse performance (p=0.000). Nurse performance also had a significant effect on service quality (p=0.000). Conversely, discipline had no significant effect on service quality (p=0.722) or nurse performance (p=0.769). The indirect effect of competence on service quality through nurse performance was significant (p=0.000), whereas the indirect effect of discipline through nurse performance was not significant (p=0.767). Conclusion: Competence is an important factor in improving service quality, both directly and through nurse performance. Therefore, continuous competency development through training, performance evaluation, enhanced communication, and consistent organizational support is necessary to improve the quality of nursing services. These findings may serve as a basis for hospital management to formulate service quality improvement strategies that prioritize nurses’ competence and performance