Workload and Work Stress as Predictors of Service-Oriented Behavior among Midwives at Community Health Centers

Abstract

Introduction: Service-oriented behavior is important in primary health care because it reflects empathy, responsiveness, and attention to patient needs. High work demands in resource-constrained community health centers may reduce midwives’ capacity to display these behaviors. Objective: To analyze the effects of workload and work stress on service-oriented behavior among midwives. Method: This quantitative explanatory cross-sectional survey involved 36 midwives working at community health centers in Jayawijaya Regency, Highland Papua. Data were collected using four-point Likert questionnaires and analyzed using multiple linear regression after classical assumption testing. Result and Discussion: Workload had a significant negative effect on service-oriented behavior (β = -0.347; p = 0.026), and work stress also had a significant negative effect (β = -0.368; p = 0.018). The model was significant (F = 7.874; p = 0.002) and explained 32.3% of the variance. These findings indicate that higher job demands and psychological pressure may reduce empathy, helpfulness, and responsiveness in patient interactions. Conclusions: Managing workload and work stress is important for sustaining patient-centered service behavior among midwives.