The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo

Kadir, Abdul Rahman; Kamariah, Najmi; Saleh, Ariyanti; Ratnawati, .

doi:10.1108/ijqss-10-2016-0074

Cited by 23 publications

(23 citation statements)

References 8 publications

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“… Kim et al (2009) conducted a study on hotel employees and found that role conflict and role ambiguity are two important factors that affect job satisfaction and turnover intention of employees. A study based on a group of nurses showed that high role stress experienced by individuals leads to anxiety and dissatisfaction ( Kadir et al, 2017 ). According to the conservation of resources theory (COR), role stress is the process of burning out internal resources that can lead to a change in the attitude of work of individuals, the occurrence of psychological withdrawal, and poor well-being when no effective resource supplementation is available.…”

Section: Literature Reviewmentioning

confidence: 99%

Role Stress and Prosocial Service Behavior of Hotel Employees: A Moderated Mediation Model of Job Satisfaction and Social Support

et al. 2021

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Hotel employees’ positive behavior is prone to increase customer satisfaction, and thus, exploring the influencing mechanism of role stress on prosocial service behavior is critical to relieving their stress and improving service quality and hotel performance. This study aims to develop and test a moderated mediation model that links hotel employees’ role stress to prosocial service behavior. Based on the conservation of resources theory and job demands-resources model, this study suggests that the effect of role stress on prosocial service behavior is mediated by the level of job satisfaction, whereas the relationship between role stress and job satisfaction is moderated by social support. Data from 256 hotel employees in China largely support the hypotheses that role stress reduces job satisfaction, and that job dissatisfaction is related to low levels of prosocial service behavior. The data also show that job satisfaction partly mediates the relationship between role stress and prosocial service behavior, and social support weakens the relationship between role stress and job satisfaction. The results can help us understand the role of organization-level resources in the workplace and how role stress and job satisfaction affect prosocial service behavior.

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Section: Literature Reviewmentioning

confidence: 99%

Role Stress and Prosocial Service Behavior of Hotel Employees: A Moderated Mediation Model of Job Satisfaction and Social Support

et al. 2021

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“…Most job satisfaction approaches are based on motivational theories developed by Herzberg, Maslow and Vroom [11]. Research indicates that nurses' job satisfaction has a significant impact on their quality of service [12]. Nurses job satisfaction has an effect on duties that are focused more on patients and their family than on administrative duties.…”

Section: Introductionmentioning

confidence: 99%

Nurses’ turnover intention a comparative study between Iran and Poland

Farkhani¹,

Piotrowski²

2020

Med Pr

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Background: Turnover rates among nurses are much higher than in other professions. This poses a challenge for health managers in all countries. The purpose of this study was to investigate the factors affecting nurses' turnover and the differences in this area between Iran and Poland. Material and Methods: In this descriptive cross-sectional study, the population consisted of nurses working in state-owned hospitals in Poland (N = 165) and in Iran (N = 200). Data were collected using the Turnover Intention Scale, the Job Satisfaction Scale, the Work-Family Conflict Scale and the Workplace Support Scale. Use was made of the AMOS 24 and SPSS 22 software for data analysis. Results: The results showed that the predicted factors of nurses' turnover intention in Poland and Iran were different. Workplace support and job satisfaction can reduce turnover intention among Polish nurses while the work-family conflict influences nurses' turnover intention in Iran. Conclusions: Providing a flexible work plan in Iranian hospitals and enhancing teamwork and improving the spirit of cooperation in Polish hospitals could reduce nurses' turnover intention in these 2 countries.

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“…Providing services to patients on the basis of their expectations and needs is a necessary and important step in offering high-quality services for the success of an organization to remain competitive in the market (Aghamolaei et al, 2014). Hospitals have a very strategic role in accelerating the enhancement of public health (Kadir et al, 2017). The demand for better service quality is rising due to the increased aspiration level of customers with an increase in their per capita income (Singh and Prasher, 2019).…”

Section: Introductionmentioning

confidence: 99%

Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare

Altuntaş

Dereli

Erdogan

2021

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Purpose This study aims to propose a service quality evaluation model for health care services. Design/methodology/approach In this study, a service quality evaluation model is proposed based on the service quality measurement (SERVQUAL) scale and machine learning algorithm. Primarily, items that affect the quality of service are determined based on the SERVQUAL scale. Subsequently, a service quality assessment model is generated to manage the resources that are allocated to improve the activities efficiently. Following this phase, a sample of classification model is conducted. Machine learning algorithms are used to establish the classification model. Findings The proposed evaluation model addresses the following questions: What are the potential impact levels of service quality dimensions on the quality of service practically? What should be prioritization among the service quality dimensions and Which dimensions of service quality should be improved primarily? A real-life case study in a public hospital is carried out to reveal how the proposed model works. The results that have been obtained from the case study show that the proposed model can be conducted easily in practice. It is also found that there is a remarkably high-service gap in the public hospital, in which the case study has been conducted, regarding the general physical conditions and food services. Originality/value The primary contribution of this study is threefold. The proposed evaluation model determines the impact levels of service quality dimensions on the service quality in practice. The proposed evaluation model prioritizes service quality dimensions in terms of their significance. The proposed evaluation model finds out the answer to the question of which service quality dimensions should be improved primarily?

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The effect of role stress, job satisfaction, self-efficacy and nurses’ adaptability on service quality in public hospitals of Wajo

Cited by 23 publications

References 8 publications

Role Stress and Prosocial Service Behavior of Hotel Employees: A Moderated Mediation Model of Job Satisfaction and Social Support

Role Stress and Prosocial Service Behavior of Hotel Employees: A Moderated Mediation Model of Job Satisfaction and Social Support

Nurses’ turnover intention a comparative study between Iran and Poland

Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare

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