The Influence of Work Demands and Rewards on Hospital Service Quality through Employee Satisfaction

This study investigates how job demands and job rewards influence hospital service quality, and whether employee satisfaction mediates these relationships among staff at Prof. Dr. R. Soeharso Orthopedic Hospital, Surakarta. Using an explanatory quantitative design, Likert-scale questionnaires were collected from 235 medical and non-medical employees (n=235) through voluntary response sampling and analyzed with PLS-SEM (SmartPLS) to test a model comprising job demands (X1), job rewards (X2), employee satisfaction (Z), and service quality (Y), operationalized with demand, reward, satisfaction, and SERVQUAL-based service quality indicators. The measurement model met adequacy criteria (AVE>0.50; composite reliability=0.875–0.935; Cronbach’s alpha>0.80) and showed acceptable collinearity (VIF0.05), while job rewards had a positive, significant direct effect (β=0.281; t=3.405; p=0.001). Job demands significantly reduced employee satisfaction (β=-0.198; t=3.455; p=0.001), whereas job rewards strongly increased satisfaction (β=0.759; t=26.836; p