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

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  • Mila Sadiyawati

    (Magister Psikologi Sains Universitas Muhammadiyah Malang)

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

Suggested Citation

  • Mila Sadiyawati, 2025. "The Impact of Service Excellence Training on Enhancing Nursing Service Quality at XYZ Hospital," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(8), pages 1722-1725, August.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:1722-1725
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