Dahlia Dahlia, Nurkholis Nurkholis, Wuryan Andayani, Yeney Widya Prihatiningtias
This study investigates how organizational changes influence managerial performance, service quality, and information technology (IT). It examines the influence of organizational changes on managerial performance using service quality and IT as mediators. This study included 172 managerial personnel from five public hospitals in West Sulawesi Province, Indonesia, who had transformed from a work unit into a public service agency. A direct survey of hospitals and Google Forms combined the distribution of the 1–7 Likert scale questionnaire used as the research tool. Structural equation modeling-partial least squares (SEM-PLS)-guided data analysis. The results show that organizational changes positively influence managerial performance, service quality, and IT. In addition, service quality has a positive influence on managerial performance, as well as IT. Although statistically, the mediation coefficient of IT is relatively minor, organizational change has been shown to have a favorable influence on the managerial performance of hospitals through service quality as a mediating variable. These findings provide important insights for hospital management in managing organizational change and driving improvements in service quality and overall managerial performance. With empirical data from developing countries such as Indonesia, this study offers an empirical contribution to the literature on organizational change in the health sector. © 2025 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.
Doctoral Programme of Accounting Science, Universitas Brawijaya, Malang, Indonesia; Department of Accounting, Universitas Sulawesi Barat, Sulawesi Barat, Indonesia; Deparment of Accounting, Universitas Brawijaya, Malang, Indonesia
