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

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 < 0.05). Behavioral observations also indicated improvements in aspects of nurse communication, empathy, and responsiveness. Performance evaluations based on SOPs also demonstrated significant improvement. Conclusion: Service excellence training was proven to be effective in improving the quality of nursing services in hospitals. This improvement was reflected in increased patient satisfaction, positive behavioral changes in nurses, and enhanced performance in accordance with SOPs. Hospitals are advised to regularly conduct similar training and integrate the principles of service excellence into their organizational culture.