The Mediating Role of Collective Efficacy in the Influence of Social Intelligence and Emotional Intelligence on Service Provider’s Performance at RSUD dr. Soeselo Slawi, Tegal Regency

Hastim Nur Wita Sari, Himawan Arif Sutanto () and Yanuar Rahmansyah
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Hastim Nur Wita Sari: BPD University, Faculty Economics and Bussines
Himawan Arif Sutanto: BPD University, Faculty Economics and Bussines
Yanuar Rahmansyah: BPD University, Faculty Economics and Bussines

A chapter in Proceedings of the 2nd International Conference on Business, Accounting, Banking, and Economics (ICBABE 2025), 2025, pp 395-412 from Springer

Abstract: Abstract This study examines the influence of social intelligence, emotional intelligence, and collective efficacy on service performance, with a focus on the mediating role of collective efficacy. Conducted at Regional Public Hospital (RSUD) Dr. Soeselo in Tegal Regency, the research involved 100 medical and non-medical staff selected through purposive sampling. Using Partial Least Squares Structural Equation Modeling (PLS-SEM), the findings reveal that social intelligence, emotional intelligence, and collective efficacy each have a significant and positive effect on service provider performance. Furthermore, social and emotional intelligence positively influence collective efficacy, which in turn mediates their impact on service provider performance. These results underscore the importance of integrating individual psychological competencies with team-based confidence to enhance service delivery. The study contributes to the literature by offering an integrated framework linking emotional and social intelligence to performance outcomes through the lens of collective efficacy and provides practical implications for hospital management seeking to improve service quality through human capital development.

Keywords: social intelligence; emotional intelligence; collective efficacy; service provider’s performance; hospital services (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-862-2_34

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DOI: 10.2991/978-94-6463-862-2_34

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