Öz
The quality of the service provided has a great importance especially in the health sector. When it comes to human health, it is an crystal-clearfact that there is no return from any maden mistakes. In this regard, continuous self-improvement of the health organization, to follow the innovation and service quality to capture work is a must of necessity. Therefore, learning organization comes to mind at the beginning of the health sector. Efficient, disciplined, contemporary and high quality service offered may, but is possible with high employee job satisfaction. The main problem of this work is to create relationship among health service quality, learning organization and job satisfaction. The questionnaire was used as a data collection tool. The scale whose validity and reliability were tested previous studies were used in this survey. The survey was distributed 276 doctors who work in state, private and university hospitals in hand, but only 100 questionnaires were returned. Findings were evaluated in SPSS 21 programme. First of all, scale’s reliability was tested and Cronbach alpha coefficient was found over 0.70. Frequency and correlation analysis were used to analyze the data. As a result of correlation analysis revealed positive and meaningful relationship among health service quality, learning organization and job satisfaction
Anahtar Kelimeler
Kaynakça
- Aktan, C. C.. (1999). Yeni Yönetim Tekniklerinin Kamu Yönetiminde Uygulanması, Türk İdare Dergisi, 71(425). (2010). Ayhan, U.. Öğrenen Örgüt http://www.sayistay.gov.tr/dergi/icerik/der76m6.pdf 12.09.2014. ve Kamu Kuruluşları, sayı: 76,
- Aydoğan, E., Orhan, F., Naldöken, Ü., Beylik, U. Ve Aksay, K., (2011), “Sağlık Kurumlarında Örgütsel Öğrenme Kapasitesi: Bir Kamu Hastanesi Örneği”, Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 12(2), 191-213.
- Carbrita, J. ve Perista, H.. (2007). Measuring job satisfaction in surveys comparative analytical report. Dublin: European Foundation for the Improvement of Living and Working Condition.
- Caruana, A., Money,A.H. and Berthon, P.R.. (2000). "Service quality and satisfaction – themoderating role of value", EuropeanJournal of Marketing, 34(11/12):1338- 1353.
- Dekoulou, P. And Trivellas, P.. (2014). Learning Organization in Greek Advertising and Media Industry: A way to face crisis and gain sustainable competitive advantage, Procedia - Social and Behavioral Sciences, 148(2014):338 – 347.
- Dominiqu, A. G.,Russell-Bennett, R., Tombs, A., Drenan, J.. (2014). Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour, Australasian Marketing Journal 22 (2014):257–267.
- Duggirala, M., Rajendran, C., Anantharaman, R.N (2008) "Patient‐perceived dimensions of total quality service in healthcare", Benchmarking: An International Journal, Vol. 15 Iss: 5, pp.560 – 583
- Erigüç Gülsün ve Balçık Yalçın Pınar, “Öğrenen Örgüt ve Hemşirelerin Değerlendirmelerine Yönelik Bir Uygulama” Hacettepe Sağlık İdaresi Dergisi, 10/1, (2007), 76-106.
- Ghobadian, A., Speller, S. And Jones, M. (1994). "Service Quality", International Journal of Quality&Reliability Management, 11(9):43-66.
- Gökmen, C, http://www.sabem.saglik.gov.tr /rapor_proje/linkdetail .aspx?id= 5048 (10.12.2014)
- Hays, J.M. ve Hill, A.V.. (2001). A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality, Journal of Operations Management, 19(2001):335-349.
- Hussein, N., Mohamad, A., Noordina, F., Ishak, N. A.. (2014). Learning Organization and its Effect on Organizational Performance and Organizational Innovativeness: A Proposed Framework for Malaysian Public Institutions of Higher Education, Procedia - Social and Behavioral Sciences, 130(2014): 299–304.
- Jyothibabu C, Farooq A ve Pradhan BB (2010). “An Integrated Scale For Measuring An Organizational Learning System”. The Learning Organization 17(4):303-327.
- Lee, H., Park, S. E., Park, E., Hahm, M., Cho, W.H.. 2008). Job satis faction and trust in Health Insurance Review Agency among Korean physicians, Health Policy, 87(2008):249–257.
- Lu, H., Barriball, K.L.,Zhang, X., Z., While, A.E.. (2012). Job satisfaction among hospital nurses revisited: A systematic review, International Journal of Nursing Studies, 49(2012):1017–1038.
- Menezes, L.M.. (2012). "Job satisfaction and quality management: an empirical analysis", International Journal of Operations & Production Management, 32(3):308-328.
- Mirkamali, S.M., Thaniz, F.N., Alamis, F.. (2011). Examining the role of transformational leadership and job satisfaction in the organizational learning of an automotive manufacturing company, Social and Behavioral Sciences 29 (2011):139 – 148.
- Morgil, O. ve Küçükçirkin, M.. (1995). “TOBB’in Sağlıkta Toplam Kalite Yönetimine Bakışı”, 1. Basamak Sağlık Hizmetlerinde Toplam Kalite Yönetimi, Ed.: Mithat Çoruh, Ankara: Haberal Eğitim Vakfı,.
- Ozaki, M., Bito, S., Matsumura, S.. (2008) "Developing a Japanese hospital physician satisfaction scale", International Journal of Health Care Quality Assurance, Vol. 21 Iss: 5, pp.517 - 528
- Owusu-Frimpong, N., Nwankwo, S. Ve Dason, B.. (2010). "Measuring service quality and patient satisfaction with accessto public and private health care delivery", International Journal of Public Sector Management, 23(3):203-220.
- Pantouvakis, A. and Mpogiatzidis P.. (2013). "The impact of internal service quality and learning organization on clinical leaders' job satisfaction in hospital care services", Leadership in Health Services, 26(1):34-39.
- Robbins, S.P. ve Judge, T.A.. (2012). Örgütsel Davranış,(Çev.Ed. İnci Erdem), Ankara: Nobel Akademik Yayıncılık Eğitim Danışmanlık Tic. Ltd. Şti., 14.Basımdan Çeviri, şubat, yayın no:18.
- Rus, C. L, Chiric, S.,Ratiu, L. and Baban, A.. (2014). Learning organization and social responsibility in Romanian higher education institutions, Procedia - Social and Behavioral Sciences, 142(2014): 146 – 153.
- Tuna, Ö.. Çakırer, M. A.. (2008). “Öğrenen Organizasyon Ahmet Necdet Sezer Uygulama ve Araştırma Hastanesinin Öğrenen Organizasyon Olabilme Potansiyelinin İncelenmesi”, Afyon Kocatepe Üniversitesi, İktisadi ve İdari Bilimler Fakültesi Dergisi, 10(2): 257-272.
- Vassolou, L.. (2001). "Thelearningorganization in health-careservices: theory and practice", Journal of Europe anIndustrial Training, 25(7):354-365.
- Yaşlıoğlu, M. M. Şap, Ö. Toplu, D.. (2014). An Investigation of the Characteristics of Learning Organizations in Turkish Companies: Scale Validation, Procedia - Social and Behavioral Sciences, 150(2014): 726 – 734.
- Zineldin, M.. (2006). "The quality of health care and patient satisfaction", International Journal of Health Care Quality Assurance, 19(1):60-92.
Öz
Sunulan hizmetin kalitesi özellikle sağlık sektöründe büyük önem arz etmektedir. Söz konusu insan sağlığı olduğundan, yapılan hiçbir hatanın geri dönüşünün olamayacağı bir gerçektir. Bu bakımdan, sağlık örgütlerinin sürekli kendilerini geliştirmeleri, yenilikleri takip etmeleri ve hizmette kaliteyi yakalamaya çalışmaları ihtiyaçtan çok bir zorunluluktur. Bu nedenle öğrenen örgütlerin başında sağlık sektörleri akla gelmektedir. Verimli, disiplinli, çağdaş ve kaliteli bir hizmet sunulması da ancak iş tatmini yüksek çalışanlarla mümkün olmaktadır.
Bu çalışmanın ana sorunsalını sağlıkta hizmet kalitesi, öğrenen örgüt ve iş tatmini ilişkisi oluşturmaktadır. Araştırmada veri toplama aracı olarak anket kullanılmıştır. Ankette geçerliliği ve güvenilirliği daha önce yapılan çalışmalarda test edilmiş olan ölçekler kullanılmıştır. Hazırlanan anketler, Kahramanmaraş’ta bulunan devlet, üniversite ve özel hastanelerde çalışan 276 doktora elden dağıtılmış, ancak 100 anket geri dönmüştür. Toplanan anket verileri SPSS 21 programında değerlendirilmiştir. Öncelikle ölçeklerin güvenilirliği test edilmiş ve tüm ölçeklerin Cronbach alpha katsayıları 0,70’in üzerinde bulunmuştur. Verilerin analizinde frekans analizi, korelasyon ve regresyon analizleri kullanılmıştır. Yapılan korelasyon analizi sonucunda çalışanların sağlıkta hizmet kalitesi, öğrenen örgüt ve iş tatmini algıları arasında pozitif yönde anlamlı ilişkiler bulunmuştur.
Anahtar Kelimeler: Hizmet Kalitesi, Öğrenen Örgüt, İş Tatmini
Anahtar Kelimeler
Kaynakça
- Aktan, C. C.. (1999). Yeni Yönetim Tekniklerinin Kamu Yönetiminde Uygulanması, Türk İdare Dergisi, 71(425). (2010). Ayhan, U.. Öğrenen Örgüt http://www.sayistay.gov.tr/dergi/icerik/der76m6.pdf 12.09.2014. ve Kamu Kuruluşları, sayı: 76,
- Aydoğan, E., Orhan, F., Naldöken, Ü., Beylik, U. Ve Aksay, K., (2011), “Sağlık Kurumlarında Örgütsel Öğrenme Kapasitesi: Bir Kamu Hastanesi Örneği”, Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 12(2), 191-213.
- Carbrita, J. ve Perista, H.. (2007). Measuring job satisfaction in surveys comparative analytical report. Dublin: European Foundation for the Improvement of Living and Working Condition.
- Caruana, A., Money,A.H. and Berthon, P.R.. (2000). "Service quality and satisfaction – themoderating role of value", EuropeanJournal of Marketing, 34(11/12):1338- 1353.
- Dekoulou, P. And Trivellas, P.. (2014). Learning Organization in Greek Advertising and Media Industry: A way to face crisis and gain sustainable competitive advantage, Procedia - Social and Behavioral Sciences, 148(2014):338 – 347.
- Dominiqu, A. G.,Russell-Bennett, R., Tombs, A., Drenan, J.. (2014). Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour, Australasian Marketing Journal 22 (2014):257–267.
- Duggirala, M., Rajendran, C., Anantharaman, R.N (2008) "Patient‐perceived dimensions of total quality service in healthcare", Benchmarking: An International Journal, Vol. 15 Iss: 5, pp.560 – 583
- Erigüç Gülsün ve Balçık Yalçın Pınar, “Öğrenen Örgüt ve Hemşirelerin Değerlendirmelerine Yönelik Bir Uygulama” Hacettepe Sağlık İdaresi Dergisi, 10/1, (2007), 76-106.
- Ghobadian, A., Speller, S. And Jones, M. (1994). "Service Quality", International Journal of Quality&Reliability Management, 11(9):43-66.
- Gökmen, C, http://www.sabem.saglik.gov.tr /rapor_proje/linkdetail .aspx?id= 5048 (10.12.2014)
- Hays, J.M. ve Hill, A.V.. (2001). A preliminary investigation of the relationships between employee motivation/vision, service learning, and perceived service quality, Journal of Operations Management, 19(2001):335-349.
- Hussein, N., Mohamad, A., Noordina, F., Ishak, N. A.. (2014). Learning Organization and its Effect on Organizational Performance and Organizational Innovativeness: A Proposed Framework for Malaysian Public Institutions of Higher Education, Procedia - Social and Behavioral Sciences, 130(2014): 299–304.
- Jyothibabu C, Farooq A ve Pradhan BB (2010). “An Integrated Scale For Measuring An Organizational Learning System”. The Learning Organization 17(4):303-327.
- Lee, H., Park, S. E., Park, E., Hahm, M., Cho, W.H.. 2008). Job satis faction and trust in Health Insurance Review Agency among Korean physicians, Health Policy, 87(2008):249–257.
- Lu, H., Barriball, K.L.,Zhang, X., Z., While, A.E.. (2012). Job satisfaction among hospital nurses revisited: A systematic review, International Journal of Nursing Studies, 49(2012):1017–1038.
- Menezes, L.M.. (2012). "Job satisfaction and quality management: an empirical analysis", International Journal of Operations & Production Management, 32(3):308-328.
- Mirkamali, S.M., Thaniz, F.N., Alamis, F.. (2011). Examining the role of transformational leadership and job satisfaction in the organizational learning of an automotive manufacturing company, Social and Behavioral Sciences 29 (2011):139 – 148.
- Morgil, O. ve Küçükçirkin, M.. (1995). “TOBB’in Sağlıkta Toplam Kalite Yönetimine Bakışı”, 1. Basamak Sağlık Hizmetlerinde Toplam Kalite Yönetimi, Ed.: Mithat Çoruh, Ankara: Haberal Eğitim Vakfı,.
- Ozaki, M., Bito, S., Matsumura, S.. (2008) "Developing a Japanese hospital physician satisfaction scale", International Journal of Health Care Quality Assurance, Vol. 21 Iss: 5, pp.517 - 528
- Owusu-Frimpong, N., Nwankwo, S. Ve Dason, B.. (2010). "Measuring service quality and patient satisfaction with accessto public and private health care delivery", International Journal of Public Sector Management, 23(3):203-220.
- Pantouvakis, A. and Mpogiatzidis P.. (2013). "The impact of internal service quality and learning organization on clinical leaders' job satisfaction in hospital care services", Leadership in Health Services, 26(1):34-39.
- Robbins, S.P. ve Judge, T.A.. (2012). Örgütsel Davranış,(Çev.Ed. İnci Erdem), Ankara: Nobel Akademik Yayıncılık Eğitim Danışmanlık Tic. Ltd. Şti., 14.Basımdan Çeviri, şubat, yayın no:18.
- Rus, C. L, Chiric, S.,Ratiu, L. and Baban, A.. (2014). Learning organization and social responsibility in Romanian higher education institutions, Procedia - Social and Behavioral Sciences, 142(2014): 146 – 153.
- Tuna, Ö.. Çakırer, M. A.. (2008). “Öğrenen Organizasyon Ahmet Necdet Sezer Uygulama ve Araştırma Hastanesinin Öğrenen Organizasyon Olabilme Potansiyelinin İncelenmesi”, Afyon Kocatepe Üniversitesi, İktisadi ve İdari Bilimler Fakültesi Dergisi, 10(2): 257-272.
- Vassolou, L.. (2001). "Thelearningorganization in health-careservices: theory and practice", Journal of Europe anIndustrial Training, 25(7):354-365.
- Yaşlıoğlu, M. M. Şap, Ö. Toplu, D.. (2014). An Investigation of the Characteristics of Learning Organizations in Turkish Companies: Scale Validation, Procedia - Social and Behavioral Sciences, 150(2014): 726 – 734.
- Zineldin, M.. (2006). "The quality of health care and patient satisfaction", International Journal of Health Care Quality Assurance, 19(1):60-92.
Ayrıntılar
| Birincil Dil | TR |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 10 Mart 2015 |
| Yayımlandığı Sayı | Yıl 2014 Cilt: 4 Sayı: 2 |