The Moderating Role of Supervisor Support in the Mediating Effect of Career Satisfaction on High Performance Work Systems: A Path to Enhanced Nurse Service Quality

Abstract

This study examines the moderating role of supervisory support in the relationship between high-performance work systems (HPWS) and nurse service quality, mediated by career satisfaction. We used Partial Least Squares Structural Equation Modeling (PLS-SEM) to look at the data from Likert-scale questionnaires filled out by 187 nurses from Tjitrowardojo General Hospital in Purworejo, Indonesia. Our findings reveal that HPWS significantly enhances nurse career satisfaction, which in turn positively affects service quality. Moreover, supervisory support not only directly contributes to improved service quality but also strengthens the impact of HPWS on career satisfaction and, indirectly, on service quality. The implications of these results suggest that hospitals can enhance service quality by fostering supportive supervisory relationships and implementing robust performance systems. These findings contribute to the existing literature by highlighting the crucial role of supervisory support in enhancing the effectiveness of performance systems within healthcare settings