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Özel sağlık sektöründe örgüt iklimi kavramı ve hizmet kalitesi üzerindeki etkileri bu çalışmada ele alınmıştır. Artan rekabet ile birlikte tüm sektörlerde kaliteli ve nitelikli ürün/hizmet üretmek giderek daha da önemli bir hal almaya başlamış, rekabet üstünlüğü sağlayabilmek için müşteri istek ve beklentilerinin karşılanması ve giderilmemiş müşteri ihtiyaçlarının keşfi ön plana çıkmıştır. Sağlık hizmetlerinin kamu kuruluşları ile birlikte özel sektörde de yoğun bir şekilde verilmeye başlanmasıyla birlikte sağlıkta kaliteli hizmet anlayışı ve müşteri (hasta) memnuniyeti kavramları önem kazanmıştır. Hizmet kalitesini yükseltmek isteyen kuruluşlar, öncelikle sahip oldukları insan faktörü üzerine odaklanmalıdır. Sağlık sektörünün de dahil olduğu hizmet sektöründe sunulan hizmetten elde edilen memnuniyet ve algılanan hizmet kalitesi, bu hizmeti sunanların yaptıkları işten memnuniyet duymalarına ve motive olmalarına bağlıdır. Hata toleransının çok düşük olduğu sağlık sektöründe, çalışanlara hastalık bulaşma riski ve işle ilgili yoğun stres çalışma koşullarını oldukça ağırlaşmaktadır. Uygulama kapsamında İstanbul’da bulunan özel sağlık kuruluşlarında görevli 181 sağlık personelinden anket yöntemiyle veri toplanmıştır. Elde edilen verilerin analizi IBM SPSS 16.0 programı vasıtasıyla yapılmış olup sonuç olarak örgüt iklimi boyutlarının hizmet kalitesi üzerindeki etkilerinin birbirinden farklılık gösterdiği tespit edilmiştir. Örgüt iklimi boyutlarından çalışanların uyumu ve birlikteliği ile örgütsel etiğin, hizmet kalitesi boyutları üzerinde istatistiksel olarak anlamlı etkilere sahip olduğu görülmüştür. Buna karşın; örgüt ikliminin yönetsel destek, yönetimin yeteneği ve tutarlılığı ile iş yükü boyutlarının hizmet kalitesi üzerinde etkisi saptanmamıştır.
The concept of the organization's climate in the private health sector and its effects on the quality of the service have been discussed in this study. With increasing competition, the production of quality and quality products/services in all sectors has become increasingly important, the satisfaction of customer needs and expectations and the discovery of unresolved customer needs have come to the forefront to ensure competitive superiority. With the beginning of the intensive provision of health services together with public organizations in the private sector, the understanding of quality service in health and the concepts of customer (patient) satisfaction have gained importance. Organizations that want to improve the quality of the service should first focus on the human factor they have. The satisfaction obtained from the service provided in the service sector, including the health sector, and the quality of the service perceived, depends on the satisfaction and motivation of those who provide this service for their work. In the health sector where the error tolerance is very low, the risk of infection and intense work-related stress conditions are increasing to employees. The data were collected by the survey method of 181 medical staff in the private health institutions located in Istanbul. The analysis of the data was done through the IBM SPSS 16.0 program, and the result was that the organizational climate dimensions had a different impact on the quality of service. The organization’s climate dimensions have shown that the coherence and cohesion of employees and the organizational ethics have statistically significant effects on the service quality dimensions. Nevertheless, the organization climate’s administrative support, the ability and consistency of the management and the size of the workload have not been determined the impact on the quality of service.
This research discovers the notion of organizational climate and the aforementioned effects on service quality in private health segment. With increasing competition, production quality and qualified products/services in all sectors have become increasingly important, meeting customer demands and expectations in order to achieve competitive advantage and unfulfilled customer needs discovery have come to the fore. With the introduction of health services in the private sector as well as public institutions, the concepts of quality service and customer (patient) satisfaction have gained importance in health sector. Organizations that want to improve the quality of service should first focus on the human factor they have. The satisfaction and perceived quality of service obtained from the service provided in the service sector, including the health sector, depends on the satisfaction and motivation of the providers of this service. In the health sector, where the tolerance of errors is very low, the risk of infecting employees and the intense stress associated with the work are very severe. Data for the research were gathered by survey method from 181 staff members who are employed in private clinics and healthcare facilities, i.e. hospitals that are positioned in the city of Istanbul. Attained data was analysed using IBM SPSS 16.0 and as an outcome of the research determination was that the influences of the scopes of organizational climate over quality of service were not at the identical alignment. There was a noteworthy association among concord amongst staff members and quality eminence of service. Besides, organizational ethics were also determined to have substantial effects on eminence of service. On the contrary, further scopes of organizational climate, for instance managerial support, administration’s aptitude & reliability and capacity did not have noteworthy association with eminence of service.
Field : Eğitim Bilimleri; Filoloji; Güzel Sanatlar; Hukuk; İlahiyat; Sosyal, Beşeri ve İdari Bilimler; Spor Bilimleri
Journal Type : Uluslararası
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