Internal Quality and Job Satisfaction in Health Care Services

Abstract

(1) Background: The main purpose of this study was to evaluate the health services’ internal quality level in Greek public hospitals and to investigate whether there is a relation between internal quality and health care professionals’ job satisfaction. (2) Material and Methods: A cross-sectional study was conducted in six public hospitals (four general and two specialized hospitals). The following tools were used to collect data: (a) the SERVQUAL questionnaire, which is designed to measure service quality through five dimensions, and (b) the Job Satisfaction Survey (JSS) questionnaire, which is designed to measure employees’ job satisfaction. Convenience sampling was used as a sampling technique. (3) Results: The level of internal quality service was found to be low as regards the dimensions of: reliability, assurance, responsiveness, and empathy, while the “tangibles” dimension was the only one which was assessed as having a satisfactory internal quality level. Τhe results also revealed a positive correlation between the job satisfaction subscales and the quality dimensions. Regarding demographic characteristics and their effect on employees’ perceptions of internal quality dimensions, the study found that the gender and the educational factor had no effect while younger employees have a more positive perception of the quality of responsiveness dimension in the health organizations where they work. In terms of profession, administrative staff had a lower perception of the quality of tangibles dimension than doctors and nurses. Concerning years of experience, the results indicated that employees with more previous working experience had a worse perception of the quality of reliability, responsiveness, and assurance dimensions. (4) Conclusions: According to the results, establishing a sense of trust and understanding between management and health professionals through effective communication, transparent evaluation, and reward is critical to developing, enhancing, and promoting an internal quality culture in a hospital setting.

Competencies of the public servant and their impacts: a study in Brazil

“…In summary, the public sector can obtain organizational commitment from its employees through the promotion of ethical competence. Obtaining employee commitment, in turn, tends to make them feel more satisfied, favoring the emergence of desirable effects, such as a positive perception of the workplace (Goula et al ., 2022) and increased job performance (Demircioglu, 2023).…”

“…Additionally, job satisfaction is defined as an emotional state of pleasure that results from an employee’s experiences and understanding of their job (Awan et al ., 2020). In a study conducted in the Greek public sector, a direct relationship was found between employee job satisfaction and a positive perception of the internal quality of the workplace (Goula et al ., 2022).…”

Key Flow Processes on Wards

“…Thus, nursing directors should know the various impacts of the different nursing models (Rantanen et al, 2016). Positive correlation between the job satisfaction and the quality dimensions has been perceived in hospitals (Goula et al 2022). Founding a sense of confidence between management and health professionals through successful communication, transparent evaluation, and reward is important to improving an internal quality culture in hospitals (Goula et al, 2022).…”

“…Positive correlation between the job satisfaction and the quality dimensions has been perceived in hospitals (Goula et al 2022). Founding a sense of confidence between management and health professionals through successful communication, transparent evaluation, and reward is important to improving an internal quality culture in hospitals (Goula et al, 2022). Schmenner and Swink (1998) presents the theory of swift and even flow on which the swifter and more even the flow of materials through an activity chain, the more productivity that chain is.…”

Is There a Relation Between Work-related Perception and Empathy with the Clinical Performance of Residents in China?

“…Furthermore, studies have shown that both work stress and patient-physician con ict can affect the clinical performance of residents (Hou et al, 2020). In addition, higher work satisfaction is associated with better quality of healthcare (Goula et al, 2022), lower burnout (Li et al, 2020), and lower job turnover (Ofei-Dodoo et al, 2020). In summary, work-related perception is a key predictor of clinical performance among residents (H3).…”