IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v19y2022i3p1496-d736973.html
   My bibliography  Save this article

Internal Quality and Job Satisfaction in Health Care Services

Author

Listed:
  • Aspasia Goula

    (Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, Greece)

  • Theodoros Rizopoulos

    (Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, Greece)

  • Maria-Aggeliki Stamouli

    (Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, Greece)

  • Martha Kelesi

    (Department of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, Greece)

  • Evridiki Kaba

    (Department of Nursing, School of Health and Care Sciences, University of West Attica, 12243 Athens, Greece)

  • Sotirios Soulis

    (Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, 12243 Athens, Greece)

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.

Suggested Citation

  • Aspasia Goula & Theodoros Rizopoulos & Maria-Aggeliki Stamouli & Martha Kelesi & Evridiki Kaba & Sotirios Soulis, 2022. "Internal Quality and Job Satisfaction in Health Care Services," IJERPH, MDPI, vol. 19(3), pages 1-17, January.
    • Handle: RePEc:gam:jijerp:v:19:y:2022:i:3:p:1496-:d:736973
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/19/3/1496/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/19/3/1496/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    2. Aspasia Goula & Theodoros Markou & George Pierrakos & Dimitra Latsou & Sofia Dimakou & Aggeliki Stamouli & Chrysostomos Natsis, 2019. "Satisfaction of Internal Customers in a Public University Hospital," Springer Proceedings in Business and Economics, in: Androniki Kavoura & Efstathios Kefallonitis & Apostolos Giovanis (ed.), Strategic Innovative Marketing and Tourism, pages 179-190, Springer.
    3. Roger F. Brooks & Ian N Lings & MARTINA A BOTSCHEN, 1999. "Internal Marketing and Customer Driven Wavefronts," The Service Industries Journal, Taylor & Francis Journals, vol. 19(4), pages 49-67, October.
    4. Keramidou, Ioanna & Triantafyllopoulos, Loukas, 2018. "The impact of the financial crisis and austerity policies on the service quality of public hospitals in Greece," Health Policy, Elsevier, vol. 122(4), pages 352-358.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dr.Mallika Srivastava & Samantak Bhadra & Siddharth Goli & Trisha Kumar Kamisetti, 2015. "Customer Service Quality at Retail Stores in Hyderabad Airport," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 6(3), pages 43-52, September.
    2. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
    3. Theofanis Exadaktylos & Nikolaos Zahariadis & Maria Mavrikou, 2023. "Reforms in Health Policy during the Greek Bailout: what makes reform successful and why?," GreeSE – Hellenic Observatory Papers on Greece and Southeast Europe 188, Hellenic Observatory, LSE.
    4. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
    5. Troumbis, Andreas Y. & Zevgolis, Yiannis, 2020. "Biodiversity crime and economic crisis: Hidden mechanisms of misuse of ecosystem goods in Greece," Land Use Policy, Elsevier, vol. 99(C).
    6. Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.
    7. Vlad I. RO?CA, 2017. "Using Internal Marketing Communications to Improve HRM in Service-Based Sports Organizations," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 18(4), pages 406-420, October.
    8. Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    9. Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2022. "The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries," IJERPH, MDPI, vol. 19(13), pages 1-15, June.
    10. Fevi Syaifoelida & Puteri Azman & Iszmir Ismail & M. R. Eqwan, 2016. "The Quanti cation of Two Grading Elements in Satisfaction based onServQual Approach by Using IPA and Kano Method: Automotive Industry," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 1(1), pages 60-66.
    11. Pappas, Nikolaos, 2023. "Came and gone? A longitudinal study of the effects of COVID-19 on tourism purchasing intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    12. Keramidou, Ioanna & Triantafillopoulos, Loukas, 2023. "Does the patient perception of service quality differ in the recession period? Evidence from Greek hospital care," MPRA Paper 117161, University Library of Munich, Germany.
    13. Kenton B. Walker & Gary M. Fleischman & Eric N. Johnson, 2011. "Perceptions Of Management Accounting Services," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(1), pages 111-123.
    14. Katarzyna Puszko, 2021. "Denotation of Leadership Efficiency," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 1), pages 664-676.
    15. Juan Antonio Córdoba-Doña & Antonio Escolar-Pujolar & Miguel San Sebastián & Per E Gustafsson, 2018. "Withstanding austerity: Equity in health services utilisation in the first stage of the economic recession in Southern Spain," PLOS ONE, Public Library of Science, vol. 13(3), pages 1-21, March.
    16. Robert J. Kolesar & Rok Spruk, 2024. "Effect of Austerity Measures on Infant Mortality: Evidence from Greece," Papers 2407.17084, arXiv.org.
    17. Exadaktylos, Theofanis & Zahariadis, Nikolaos & Mavrikou, Maria, 2023. "Reforms in health policy during the Greek bailout: what makes reform successful and why?," LSE Research Online Documents on Economics 120168, London School of Economics and Political Science, LSE Library.
    18. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
    19. Petr Jirsák & Petr Kolář, 2012. "Customer Orientation and Marketing in Containerized Freight Distribution and Logistics - Perspectives of the Czech Republic," Central European Business Review, Prague University of Economics and Business, vol. 2012(3), pages 46-50.
    20. Moutasem A. Zakkar & Samantha B. Meyer & Craig R. Janes, 2021. "Evidence and politics of patient experience in Ontario: The perspective of healthcare providers and administrators," International Journal of Health Planning and Management, Wiley Blackwell, vol. 36(4), pages 1189-1206, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:19:y:2022:i:3:p:1496-:d:736973. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.