Effect of Doctor’s Personality, Job Characteristic, Payment Method, Facility, on Performance and Quality of Doctor Service


  • Heni Hastuti Masters Program in Public Health, Sebelas Maret University, Surakarta Faculty of Medicine, Sebelas Maret University, Surakarta
  • Didik Tamtomo Faculty of Medicine, Sebelas Maret University, Surakarta
  • Endang Sutisna Sulaeman Faculty of Medicine, Sebelas Maret University, Surakarta


Background: Doctors generally do not work permanently at hospitals. Doctors are expected to deliver quality medical service at the hospitals. However, hospitals often find it difficult to exercise efective managerial control over the quality of medical services. This study aimed to investigate the effect of doctor’s personality, job characteristic, payment method, facility, on performance and quality of doctor service.

Subjects and Method: This was an analytic observational study using cross-sectional design. The study was carried out at Dr. Moewardi  Hospital and PKU Muhammadiyah Hospital, Surakarta, from March to May 2017. A sample 182 study subjects consisting of 26 doctors, 26 nurses, and 130 patients, were selected for this study by simple random sampling. The dependent variable was quality of doctor service. The independent variables were doctor’s personality (extrovert vs. introvert), doctor’s carefulness, proactive attitude, self-efficacy, autonomy, performance feedback, supervisor support, payment method, work site (private vs. public), and performance. Questionnaire was used to collect data. Path analysis was employed to analyze the data.

Results: Good quality of doctor service was directly affected by good performance (b=0.64, SE=0.11, p<0.001), private work site (b= 2.85, SE=0.66, p<0.001), and strong self-efficacy (b=0.21, SE=0.07, p=0.006). Good work performance  was affected by extrovert personality (b=0.08, SE= 0.06, p=0.186), careful attitude (b=0.30; SE=0.09; p=0.001), proactive personality (b=−0.17; SE=0.05; p=0.001), strong self-efficacy (b=0.27; SE=0.07; p<0.001), autonomy (b=0.16; SE=0.06; p=0.015), performance feedback (b=0.43; SE=0.13, p<0.001), supervisor support  (b=0.14, SE=0.06, p=0.018), payment method (INA CBGs) (b= −2.29; SE= 0.66; p<0.001), and private work site (b= -0.26, SE= 0.68, p=0.696).

Conclusion: Good quality of doctor service is directly affected by good performance, private work site, and strong self-efficacy.

Keywords: quality, doctor’s service, performance, path analysis

Correspondence: Heni Hastuti. Masters Program in Public Health, Sebelas Maret University, Surakarta. Email: henihastuti.1988@gmail.com Mobile: +6281904534310.

The Journal of Health Policy and Management (2017), 2(1): 42-55


Anastasia SA (2015). Besaran Klaim INA CBGs, Bisakah Menutup Biaya? Pusat Kebijakan Manajemen Kesehatan Manajemen RS fk UGM.

Bakker AB, Demerouti E (2007). The job demands resources model: State of the art. Journal of Managerial Psychology, 22, 309-328.

Basu S, Andrews J, Kishore S, Panjabi R, Stuckler D (2012). Comparative performance of private and public healthcare systems in low and middle income countries: a systematic review. PLoS Med. 9(6).

Bruce E, Spivey, Walter, McDonald (2007). Physician Practice Measurement and Quality Improvement Primer. United Healthcare Services, Inc.

Christian MS, Garza AS, Slaughter JE (2011). Work engagement: A quantitative review and test of its relations with task and contextual performance. Personnel Psychology, 64: 89-136.

Frost, Sullivan (2015). “We Accelerate Growth”. 2015 APAC Healthcare Outlook:1-2.

Gosden T, Forland F, Kristiansen IS, Sutton M, Lesse B, Giuffrida A, Sergison M, Pedersen L (2000). Payment: effects on the behaviour of primary care physicians. Cochrane Database of Systematic (3).

Irfan SM, Ijaz A (2011). Comparison Ice Quality Between Private And Public Hospitals: Empirical Evidences From Pakistan. Journal Of Quality And Technology Management. 7(I):1‐ 22.

Jon SC (2008). The Relationship of Hospitals and Physicians. New Jersey Commission on Rationalizing Health Care Resources, 117-130.

KARS (2015). Komisi Akreditasi Rumah Sakit, Visi dan Misi. http://www. kars.or.id/?page_id=60. (diunduh desember 2016).

Kemenkes RI (2016). Profil Kesehatan Indonesia Tahun 2015. Kementerian Kesehatan Republik Indonesia: 34-37.

Khattab AS, Aborumman A (2011). Healthcare Service Quality: Comparing Public and Private Hospitals in Jordan. International Business Management. 5(5): 247–254.

Langelaan S, Bakker AB, Van Doornen LJP, Schaifeli WB (2006). Burnout and work engagement: Do individual differences make a difference?. Personality and Individual Differences, 40: 521-532.

Mehran A, Seyed A, Roya R, Sayyid MA, Saeed A, Mahnaz A, Soheyla G (2016). Comparison Quality of Health Services between Public and Private Providers: The Iranian People's Perspective. Electronic Physician. 8(9): 2935-2941.

Michael JM (2006). Quality of Care. Johns Hopkins University:1-10.

Mosadeghrad AM (2012). A Conceptual Framework for Quality of Care. Mater Sociomed. 24(4): 251–261.

Pai YP, Chary ST (2016). Measuring patient perceived hospital service quality: a conceptual framework. Int J Health Care Qual Assur. 29(3):300-23.

Reaves AC. (2015). "Work Creativity as a Dimension of Job Performance" FIU Electronic Theses and Dissertations. Pp:92-98.

Sarwar A (2014). Healthcare Services Quality in Malaysian Private Hospitals: A Qualitative Study. International Journal of Hospital Research. 3(3): 103-112.

Shaw C (2003). How can hospital performance be? measured and monitored? The Regional Office for Europe of the World Health Organization. Kopenhagen.

Sisyani, Firman P, Mariska U (2016). Perbedaan Kualitas Pelayanan Pada Sistem Pembayaran INA-CBGs Dengan Fee For Service Di RS PKU Muhammadiyah Bantul. Jurnal Asosiasi Dosen Muhammadiyah Magister Administrasi Rumah Sakit. 2(2).

Sunarto (2005). Pengaruh Komunikasi dan Motivasi Kerja Aparatur Terhadap Kualitas Pelayanan Sertifikat Tanah, Jurnal, Dirjen Dikti.

Wagner C, Groene O, Dersarkissian M, Thompson CA, Klazinga NS, Arah OA, Suñol R (2014). The use of onsite visits to assess compliance and implementation of quality management at hospital level. International Journal for Quality in Health Care, 26(S1): 27-35.

Yongyuth P, Wim VL (2006). Choosing between public and private or between hospital and primary care: responsiveness, patient centredness and prescribing patterns in outpatient consultations in Bangkok. Tropical Medicine and International Health. 11(1):81-89.




How to Cite

Hastuti, H., Tamtomo, D., & Sulaeman, E. S. (2017). Effect of Doctor’s Personality, Job Characteristic, Payment Method, Facility, on Performance and Quality of Doctor Service. Journal of Health Policy and Management, 2(1), 42–55. Retrieved from https://thejhpm.com/index.php/thejhpm/article/view/23