Effect of healthcare workers’ personalities on health service quality: A case study of hospitals on the Malaysia-Indonesia border

  • Received October 19, 2022;
    Accepted January 9, 2023;
    Published January 25, 2023
  • Author(s)
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  • Article Info
    Volume 21 2023, Issue #1, pp. 69-82
  • Cited by
    2 articles

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This work is licensed under a Creative Commons Attribution 4.0 International License

The personality of healthcare workers, including doctors, nurses, and any employee who directly provide supportive services to a patient, is vital in health service quality, contributing to the hospital’s brand image. Malaysia has successfully built that brand image attracting many Indonesians to have health treatment in this country. This study aims to examine the effect of healthcare workers’ personalities on health service quality at Malaysian hospitals. The study adopted the Big Five Traits and SERVQUAL models to measure healthcare workers’ personalities and health service quality. One hundred respondents from the families in West Kalimantan, Indonesia, who had health treatment in Malaysia, were selected to respond to the statements based on a Likert scale. The regression model was employed in data analysis in which the healthcare worker’s personality was an independent variable, and health service quality was a dependent variable. The regression test results show that agreeableness and emotional stability positively and significantly influenced health service quality at the 5% level, with each coefficient of 0.332 and 0.701. Due to less varied responses, conscientiousness, extraversion, and openness to experience did not significantly influence health service quality. That was supported by the high average index of health workers’ personalities (4.14) and hospital services (4.27), indicating that the respondents agreed with healthcare workers’ excellent personalities and health service quality in Malaysia. Each indicator in healthcare workers’ personalities also significantly correlated with each indicator in health service quality.

The authors thank the Faculty of Economics and Business, Tanjungpura University, for funding this study.

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    • Table 1. Characteristics of the respondents
    • Table 2. Statements on the personality of healthcare workers in Malaysia
    • Table 3. Statements on health service quality in hospitals in Malaysia
    • Table 4. Person’s correlations between healthcare worker’s personality and health service quality
    • Table 5. Regression results
    • Conceptualization
      Nurul Komari, Fariastuti Djafar
    • Data curation
      Nurul Komari, Fariastuti Djafar
    • Formal Analysis
      Nurul Komari, Fariastuti Djafar
    • Funding acquisition
      Nurul Komari, Fariastuti Djafar
    • Investigation
      Nurul Komari, Fariastuti Djafar
    • Methodology
      Nurul Komari
    • Project administration
      Nurul Komari
    • Resources
      Nurul Komari
    • Software
      Nurul Komari
    • Supervision
      Nurul Komari
    • Validation
      Nurul Komari, Fariastuti Djafar
    • Visualization
      Nurul Komari
    • Writing – original draft
      Nurul Komari, Fariastuti Djafar
    • Writing – review & editing
      Nurul Komari, Fariastuti Djafar