Investigating the Relationship between Organizational Social Capital and Service Quality in Teaching Hospitals

Abstract

Problem statement:In modern age, the service quality and sensitivity towards better qualified service are among the priorities of the global community. Quality is defined as the customer's desire and the customer's perceptions and expectations constitute the key factor determining quality. The issue of quality is particularly important in healthcare service. Nowadays, alongside the human, financial and economic capitals, a new form of capital entitled social capital is being utilized. Social capital may influence the service quality. Facilitating science and improving team work and organizational commitment would probably translate into better quality of products and social capital encompasses all these issues. Approach: This is a cross-sectional, descriptive-analytic study conducted in educational hospitals of Tabriz, Iran in 2010. The target community consists of workers working in educational hospitals of Tabriz and patients referring to these hospitals. A total of 320 workers and 320 patients were selected for the study. Our data collection tool consisted of two questionnaires which were distributed among the participants after their validity and reliability were established. Once the questionnaires were completed, the statistical coefficients relating to the types of variables (t-test, Pearson correlation coefficient and analysis of variance) were calculated and analyzed using SPSS software version 16. Results: Our findings indicate that there is a significant, positive relationship between organizational social capital and the service quality from the patients' point of view, with the correlation between the two variables on a strong level (r = 0.6, p<0.001). Regression analysis results indicate that the five dimensions of social capital account for 0.88% of the variance in service quality equation and the variable relationship among workers in social networks is the most influential factor on service quality in the study population; this factor accounts for 0.59% of the variation in service quality. Conclusion: The existence of a significant relationship between the dimensions of social capital and service quality highlights the importance of social capital of workers in the organization.

Organizational Citizenship Behavior (OCB) amongthe Managers of Teaching Hospitals

“…Probably in the single-specialty hospitals, admitting just one type of patients such as psychiatric or burn patients influences OCB. In a study by Samira Ali Rezai during 2009, entitled as Citizenship Behaviors, from the Perspective of Public Hospital Staffs of Tehran University of Medical Sciences it was shown that the employee paid more attention to the component of generosity; the results of the mentioned study is compatible with our results (Farzianpour et al, 2011a). In a literature review, by using a pattern named Albert Moorman, Organ, Niehoff, (Organ et al, 2006).…”

“…Organizational behavior is desirable for any organization, as it is associated with important organizational variables such as job satisfaction, organizational productivity and system maintenance (Farzianpour et al, 2011a;Kwantes et al, 2008). The studies show that the managers can develop organizational behavior by establishing or improving a positive working environment instead of resorting to force and control, relying on the processes of selection, employment or socialization (Farzianpour et al, 2011b;Kamdar et al, 2006).…”

“…Along with outspreading of customer orientation campaign and the emergence of new aspects in the Management Studies, the concept of organizational behavior is also considered in the organization related studies; organizational attitudes and behaviors of the employees can have positive or negative impact on the customer perception of the quality of the services (Yaffe et al, 2011;Farzianpour et al, 2011a).…”

Labor Productivity as a Factor for Increasing Public Production Efficiency

“…L. Sokolova, in our view, rightly believes that "productivity" as an economic category in its content is much broader than "labor productivity" because productivity can be considered in relation to all factors of production and to each of them separately [Sokolova, 2000, Sokolova, 2002. Labour productivity is characterized by the use of human labor (labor forces) and is determined by the productive power of labor and the labor intensity [Farzianpour, 2011].…”

A Survey of the Effect of Social Media Marketing on Online Shopping of Customers by Mediating Variables

“…On the other hand, despite the increasing development of using internet in Iran, e-commerce and e-shopping are not common yet. People are not anxious to buy the products and services via internet of organizations facilitating this process [7] [8]. On the other hand, social media marketing is a new phenomenon playing important role in products or services marketing of companies and it improves the tendency of customers to purchase [9] [10].…”