مجله علوم پزشکی صدرا

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اخبار و اعلانات

طراحی مدل ساختار سازمانی کیفیت‌محور مبتنی‌بر هوش هیجانی کارکنان مجتمع بیمارستانی امام خمینی(ره) تهران

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری، گروه مدیریت، واحد کرمان، دانشگاه آزاد اسلامی، کرمان، ایران

2 دانشیار، گروه مدیریت، واحد کرمان، دانشگاه آزاد اسلامی، کرمان، ایران

3 استادیار، گروه مدیریت، واحد کرمان، دانشگاه آزاد اسلامی، کرمان، ایران

چکیده

مقدمه: این مطالعه با هدف طراحی الگوی ساختار سازمانی بر مبنای مؤلفه‌های کیفیت جامع و هوش هیجانی در مجتمع بیمارستانی امام خمینی تهران انجام گردید.
روش‌ها: این مطالعه از نوع مقطعی‌کاربردی و مبتنی‌بر پرسش‌نامه‌ بوده است. مؤلفه‌ها با مطالعه‌ی کتابخانه‌ای در قالب مدل پیشنهادی اولیه و اعتبارسنجیِ خبرگان حوزه‌ی مدیریت و بهداشت و درمان تعیین شده است. ابزار پژوهش شامل سنجش انتظارات و درک مصرف‌کنندگان، شاخص‌های کیفیت خدمات بیمارستانی آل‌عمران، احساسات هوش هیجانی سالووی و میر بود. برای این منظور 273 پرسش‌نامه با نمونه‌گیری طبقه‌بندی‌شده‌ی تصادفی به‌صورت آنلاین برای نمونه‌ها فرستاده شد و سپس تحلیل عاملی اکتشافی و تأییدی و روایی انجام شد.
یافته‌ها: هشت مؤلفه‌ی ابعاد ساختار کیفیت‌مدار بر هشت مؤلفه‌ی خدمات کیفیت‌مدار تأثیر مثبتی داشت (76/0=β، 76/0=P). هشت مؤلفه‌ی ابعاد ساختار کیفیت بیشترین تأثیر را بر«الزام اخلاقی» و کمترین تأثیر را بر«زیبایی فضا» از میان هشت مؤلفه‌ی خدمات کیفیت داشت. هر سه مؤلفه‌ی هوش هیجانی تأثیر مثبت بر هشت مؤلفه‌ی ابعاد ساختار کیفیت‌مدار و هشت مؤلفه‌ی خدمات کیفیت داشت. هوش هیجانی بیشترین تأثیر را بر«تعیین اهداف استراتژیک» و کمترین تأثیر را بر «اندازه» از مؤلفه‌ی کیفیت‌مدار و همچنین از مؤلفه‌ی ابعاد خدمات کیفیت بیشترین تأثیر را بر روی «الزام اخلاقی» مدار و کمترین تأثیر را بر «زیبایی محیط» داشت.
نتیجه‌گیری: باتوجه‌به تأثیر میانجی هوش هیجانی بر رابطه‌ی میان ساختار و خدمات کیفیت‌مدار، ضروری است در ساختار سازمانی بیمارستان‌ها به عوامل مؤثر برای ارائه‌ی خدمات درمانی با کیفیت از دیدگاه مشتریان توجه شود.

کلیدواژه‌ها

عنوان مقاله [English]

Designing a Quality-oriented Organizational Structure Model Based on the Emotional Intelligence of the Staff of Imam Khomeini Hospital Complex in Tehran

نویسندگان [English]

  • Mohammadreza Shahbazimoghaddam 1
  • Alireza Manzari Tavakoli 2
  • Sanjar Salajegheh 2
  • Hamidreza Molaei 3
  • Navid Fatehi Rad 3

1 Ph.D. Candidate, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran

2 Associate Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran

3 Assistant Professor, Department of Management, Kerman Branch, Islamic Azad University, Kerman, Iran

چکیده [English]

Introduction: This study aims to design an organizational structure model based on comprehensive quality and emotional intelligence components in the Imam Khomeini Hospital Complex in Tehran.
Methods: This cross-sectional study was based on a questionnaire. The components were determined by library study in the form of the initial proposed model and validation by experts in management and healthcare. The research tools included the measurement of consumers' expectations and understanding, Al Omran hospital service quality indicators, and Salovey and Mir's emotional intelligence feelings. Two hundred seventy-three questionnaires were sent online to the samples with random stratified sampling. Exploratory and confirmatory factors were analyzed to check validity and reliability
Results: Eight components of quality structure dimensions positively affected eight quality service components, and eight components of quality structure dimensions had the greatest impact on "moral obligation,". It had the least impact on "space beauty" among the eight quality service components. All three components of emotional intelligence positively affected eight components of quality structure dimensions and eight components of quality services. However, emotional intelligence had the greatest effect on "determining strategic goals," and the least effect on the "size" of the quality component. Furthermore, the quality service dimension component had the greatest effect on "moral obligation" and the least on "environmental beauty".
Conclusion: Considering the mediating effect of emotional intelligence on the relationship between structure and quality-oriented services, it is necessary to pay attention to the factors affecting the hospitals' organizational structure.

کلیدواژه‌ها [English]

  • Moral Obligations
  • Motivation
  • Emotional Intelligence
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مجله علوم پزشکی صدرا
دوره 11، شماره 2
فروردین 1402
صفحه 161-180
فایل ها
هم رسانی
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