Developing an Employee Satisfaction Scale for the Healthcare Sector - A Literature-Based Approach

Öz

In this study, it is aimed to develop a new scale on employee satisfaction in health sector. Firstly, in the literature review conducted, the main factors determining the satisfaction of employees, which affect very important business results such as customer satisfaction, customer loyalty, sales and Sunday share, profitability, were determined. These factors are as follows: Communication, Teamwork, Manager, Top Manager, Training and Development, Technology Use and Applications, Performance Evaluation and Career Planning, Compensation and Benefits, Working Conditions and Equality/Justice. After the weight ratios assigned to these factors, a general scale explaining a single satisfaction value was put forward. The scale was applied primarily to the employees of a major health institution. Then, exploratory analyses were performed first and then confirmatory factor analyses for the validity and reliability of the scale. The number of employees participating in the survey is a total of 214, including in 7 separate regions. There are 30 expressions in the scale. As a result, the applicability of the related scale to health and relevant sectors and different enterprises in terms of managerial decisions has been evaluated significantly.

Anahtar Kelimeler

• Employee Satisfaction
• Scale Development
• Job Satisfaction

Sağlık Sektöründe Çalışan Memnuniyet Ölçeği Geliştirme - Literatür Temelli Bir Yaklaşım

Öz

Bu çalışmada sağlık sektöründe çalışan memnuniyeti konusunda yeni bir ölçeğin geliştirilmesi amaçlanmıştır. Öncelikle yapılan literatür taramasında müşteri memnuniyeti, müşteri bağlılığı, satış ve pazar payı, karlılık gibi çok önemli iş sonuçlarına etki etmekte olan sağlık çalışanlarının memnuniyetlerini belirleyen ana faktörler belirlenmiştir. Bu faktörler şunlardır: İletişim, Ekip Çalışması, Yönetici, Üst Yönetici, Eğitim ve Gelişim, Teknoloji Kullanımı ve Uygulamaları, Performans Değerlendirme ve Kariyer Planlama, Ücretlendirme ve Yan Haklar, Çalışma Koşulları ve Eşitlik/Adalet. Bu faktörlere atanan ağırlık oranları sonrasında tek bir memnuniyet değerini açıklayan genel bir ölçek ortaya konulmuştur. Ölçek öncelikle majör bir sağlık kuruluşunun çalışanlarına uygulanmıştır. Ardından ölçeğin geçerlilik ve güvenilirliği için önce keşfedici daha sonra da doğrulayıcı faktör analizleri yapılmıştır. Ankete katılan çalışan sayısı 7 ayrı bölgede olmak üzere toplam 214’tür. Ölçek içerisinde 30 adet ifade bulunmakta olup, neticede ilgili ölçeğin sağlık ve ilgili sektörlerde farklı işletmelerde de yönetsel kararlar açısından anlamlı derecede uygulanabilirliği değerlendirilmiştir.

Anahtar Kelimeler

• Çalışan Memnuniyeti
• Ölçek Geliştirme
• İş Tatmini

Kaynakça

1. Adams, J. S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology, 67, 422–436. https://doi.org/10.1037/h0040968
2. Alhaqqas, N. H., & Sulaiman, A. A. (2024). Job satisfaction and associated factors among primary healthcare workers: A cross-sectional study from Qassim region, Saudi Arabia. Cureus, 16(6), e62969.
3. Berry, L. L. (1995). Relationship marketing of services: Growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. https://doi.org/10.1177/009207039502300402
4. Bolon, D. S. (1997). Organizational citizenship behavior among hospital employees. Hospital & Health Services Administration, 42(2), 221–241.
5. Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual Review of Psychology, 53, 279–307. https://doi.org/10.1146/annurev.psych.53.100901.135156
6. Brown, S. P., & Lam, S. K. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), 243–255. https://doi.org/10.1016/j.jretai.2008.06.001
7. Cain, L., Tanford, S., & Shulga, L. (2017). Customers’ perceptions of employee engagement: Fortifying the service–profit chain. International Journal of Hospitality & Tourism Administration, 19(1), 52–77. https://doi.org/10.1080/15256480.2017.1305312
8. Dietl, J. E., Derksen, C., Keller, F. M., Schmiedhofer, M., & Lippke, S. (2023). Psychosocial processes in healthcare workers: How interpersonal communication perceptions relate to patient safety threats and higher-quality care. International Journal of Environmental Research and Public Health, 20(9), 5698. https://doi.org/10.3390/ijerph20095698

9. Dugguh, S. I., & Dennis, A. (2014). Job satisfaction theories: Traceability to employee performance in organizations. Journal of Business and Management, 16(5), 11–18.
10. Erken, M. (2013). Çalışan Memnuniyeti Üzerine Sağlık Sektöründe Bir Araştırma (Yayımlanmamış Yüksek Lisans Tezi). Marmara Üniversitesi.
11. Fisher, C., & Ashkanasy, N. (2000). The emerging role of emotions in work life: An introduction. Journal of Organizational Behavior, 21, 123–129. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2<123::AID-JOB33>3.0.CO;2-8
12. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21. https://doi.org/10.2307/1252129
13. Gilles, I., Mayer, M., Courvoisier, N., & Peytremann-Bridevaux, I. (2017). Joint analyses of open comments and quantitative data: Added value in a job satisfaction survey of hospital professionals. PLoS ONE, 12(3), e0173950. https://doi.org/10.1371/journal.pone.0173950
14. Grandey, A. A., Goldberg, L. S., & Pugh, S. D. (2011). Why and when do stores with satisfied employees have satisfied customers? Journal of Service Research, 14(4), 397–409. https://doi.org/10.1177/1094670511410304
15. Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work. Organizational Behavior and Human Performance, 16(2), 250–279. https://doi.org/10.1016/0030-5073(76)90016-7
16. Harrison, D. A., Newman, D. A., & Roth, P. L. (2006). How important are job attitudes? Meta-analytic comparisons of integrative behavioral outcomes and time sequences. Academy of Management Journal, 49(2), 305–325. https://doi.org/10.5465/amj.2006.20786077
17. Herrington, G., & Lomax, W. (1999). Do satisfied employees make customers satisfied? Kingston Business School Working Paper.
18. Herzberg, F. (1968). One more time: How do you motivate employees? Harvard Business Review, 46(1), 53–62.
19. Herzberg, F., Mausner, B., & Snyderman, B. B. (1959). The motivation to work (2nd ed.). John Wiley & Sons.
20. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174.
21. Jeon, H., & Choi, B. (2012). The relationship between employee satisfaction and customer satisfaction. Journal of Services Marketing, 26(5), 332–341. https://doi.org/10.1108/08876041211245236
22. Judge, T. A., Bono, J. E., & Locke, E. A. (2000). Personality and job satisfaction: The mediating role of job characteristics. Journal of Applied Psychology, 85(2), 237–249. https://doi.org/10.1037/0021-9010.85.2.237
23. Judge, T. A., & Hurst, C. (2008). How the rich (and happy) get richer (and happier): Relationship of core self-evaluations to work success trajectories. Journal of Applied Psychology, 93(4), 849–863. https://doi.org/10.1037/0021-9010.93.4.849
24. Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K. (2001). The job satisfaction–job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376–407. https://doi.org/10.1037/0033-2909.127.3.376
25. Liu, M., Wang, J., Lou, J., Zhao, R., & Deng, J. (2023). Impact of integrated care on job satisfaction of primary healthcare providers: A systematic review. Human Resources for Health, 21, 86. https://doi.org/10.1186/s12960-023-00874-w
26. Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297–1349). Rand McNally.
27. Longhini, J., et al. (2024). Digital health competencies and affecting factors among healthcare professionals: A systematic review. Journal of Advanced Nursing, 80(3), 456–470.
28. Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Occupational Behavior, 2(2), 99–113. https://doi.org/10.1002/job.4030020205
29. Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52, 397–422. https://doi.org/10.1146/annurev.psych.52.1.397
30. Matzler, K., & Renzl, B. (2006). The relationship between interpersonal trust, employee satisfaction, and employee loyalty. Total Quality Management & Business Excellence, 17(10), 1261–1271. https://doi.org/10.1080/14783360600753653
31. Medeni, V., Medeni, İ., Altunay, G., Dikmen, A. U., & İlhan, M. N. (2025). Job satisfaction, life satisfaction, and associated factors among hospital nurses in Türkiye. Scientific Reports, 15, 5738.
32. Mount, D. J., & Bartlett, A. L. (2002). Development of a job satisfaction factor model for the lodging industry. Journal of Human Resources in Hospitality & Tourism, 1(1), 17–39. https://doi.org/10.1300/J171v01n01_02
33. Mutlu, H., & Aydın, O. A. (2024). Job satisfaction and burnout in healthcare professionals: A meta-analysis. Turkish Journal of Family Medicine and Primary Care, 18(2), 162–170.
34. Öztürk, K., & Aydın, A. K. (2021). Hemşirelerin Hasta Güvenliği Kültürünü ve İş Doyumunu Etkileyen Faktörler. Kafkas Journal of Medical Sciences, 11(3), 381–389.
35. Reichheld, F. F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64–73.
36. Rodney, M., & Bannister, A. (2001). Business performance measurement and change management within a TQM framework. International Journal of Operations & Production Management, 21(1–2), 88–107. https://doi.org/10.1108/01443570110358477
37. Rokicki, S., Won, S. H., Okafor, N., et al. (2025). Job satisfaction, mental health, and workplace well-being of community health workers. BMC Public Health, 26, 399. https://doi.org/10.1186/s12889-025-25546-3
38. Sageer, A., Rafat, S., & Agarwal, P. (2012). Identification of variables affecting employee satisfaction and their impact on the organization. Journal of Business and Management, 5(1), 32–39. https://doi.org/10.9790/487X-0513239
39. Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252–267. https://doi.org/10.2307/2392454
40. Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement. Rand McNally.
41. Snipes, R. L., Oswald, S. L., Latour, M., & Armenakis, A. A. (2005). Effects of job satisfaction facets on customer perceptions of service quality. Journal of Business Research, 58(10), 1330–1339. https://doi.org/10.1016/j.jbusres.2004.03.007
42. Spector, P. E. (1985). Measurement of human service staff satisfaction: Development of the Job Satisfaction Survey. American Journal of Community Psychology, 13, 693–713. https://doi.org/10.1007/BF00929796
43. Tarafdar, M., Tu, Q., Ragu-Nathan, B. S., & Ragu-Nathan, T. S. (2007). Technostress and productivity. MIS Quarterly, 31(4), 809–836. https://doi.org/10.2307/25148814
44. Tarafdar, M., Tu, Q., & Ragu-Nathan, T. S. (2011). Technostress and end-user performance. Journal of Management Information Systems, 27(3), 303–334. https://doi.org/10.2753/MIS0742-1222270311
45. Thompson, C. A., & Prottas, D. J. (2006). Organizational family support and employee well-being. Journal of Occupational Health Psychology, 11(1), 100–118. https://doi.org/10.1037/1076-8998.11.1.100
46. Tsai, Y. (2011). Organizational culture, leadership behavior and job satisfaction. BMC Health Services Research, 11, 98. https://doi.org/10.1186/1472-6963-11-98
47. Tuna, H., Türkmen, O. O., & Albayrak, S. (2023). Job stress and satisfaction among healthcare workers during COVID-19. Arhiv za Higijenu Rada i Toksikologiju, 74(1), 42–47.
48. Türk, A. R., Cihan, F. G., & Demirbaş, N. (2024). Healthcare workers’ stress and burnout during COVID-19. Journal of Turkish Family Physician, 15(3), 78–90.
49. Uğurluoğlu, D., Gökkaya, D., & Erdem, R. (2019). Şehir Hastanesinde Çalışan Memnuniyeti Araştırması. İktisadi İdari ve Siyasal Araştırmalar Dergisi, 4(9), 101–118. https://doi.org/10.25204/iktisad.511419
50. Walter, T. W., & Wiley, J. W. (1991). Service quality and management practices. Human Resource Planning, 14, 105–115.
51. Watson, D., & Slack, K. (1993). Affective temperament and job satisfaction. Organizational Behavior and Human Decision Processes, 54(2), 181–202. https://doi.org/10.1006/obhd.1993.1009
52. Weiss, D. J., Dawis, R. V., England, G. W., & Lofquist, L. H. (1967). Manual for the Minnesota Satisfaction Questionnaire. University of Minnesota.
53. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory. In Research in Organizational Behavior (Vol. 18, pp. 1–74).
54. Wirkkala, M., Wijk, K., Larsson, A. C., & Engström, M. (2024). Technology frustration in healthcare. BMC Health Services Research, 24, 1557. https://doi.org/10.1186/s12913-024-11906-z
55. Xu, Y., & van der Heijden, B. I. J. M. (2005). The employee factor in the service-profit chain framework. Journal of International Consumer Marketing, 18(1–2), 137–155. https://doi.org/10.1300/J046v18n01_07
56. Yıldırım, M. Y., & Çağış, Z. G. (2024). Intolerance of uncertainty and job satisfaction in healthcare professionals. International Journal of Public Health.
57. Yılmaz, F. K., & Karakuş, S. (2023). Healthcare workers’ satisfaction and patient satisfaction: Path analysis. Journal of Healthcare Quality Research, 38(6), 338–345.
58. Zhao, J., Liu, T., & Liu, Y. (2024). Leadership support and satisfaction of healthcare professionals in China. BMC Health Services Research, 24, 1016.
59. Ziegler, R., & Schlett, C. (2016). Attitude strength and job satisfaction. Frontiers in Psychology, 7, 235. https://doi.org/10.3389/fpsyg.2016.00235