Effect of organizational levels on individual service quality in health service: A research on doctors

WOS: 000322928500002Individual service quality states the service quality of employees as distinct from the quality that the customers perceived. While organization to have an open or closed system is not important in the perceived quality, the organizational system gains importance in the sense of individual service quality. In the health establishments that have an open system, the service quality shows an alteration in parallel with the organizational levels. Therefore, this study intended to enhancing the service quality is made by not with the quality that the customers perceived but analyzing the organization level perception of organization employees with quality. The aim of this study is presenting the effect of organizational levels, consisting of organizational stress, organizational motivation and organizational climate, on individual service quality. Depending upon this aim, a research was conducted intended to 50 doctors, who run health service in X Hospital. The sample size was limited with only one health establishment for not breaking the homogeneous structure of organizational levels. Individual service quality was associated with organizational motivation and organizational stress; and three main and six sub-hypotheses and two variation hypothesis were developed in the research. In the result of correlation analysis, regression analysis and one-way test, a meaningful relation was found between all the organizational levels and the individual service quality. According to the obtained findings, among the organizational levels, the "Organizational Climate" is the factor that effects most the service quality