Document Type : Original Article
Authors
- 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
Abstract
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.
Keywords
- Faridi M. An overview of the concept and types of organizational structure. Accounting and Management Studies Quarterly. 2016; 3(1): 439-454.
- Mirkamali S, Farhadi Rad H. Digging into the organizational structures of the university in order to provide an integrated model. Educational Management Research. 2013; 50(17): 75-100. https://www.sid.ir/paper/95937/fa
- Sarbandi S, gholizadeh H. An Investigation on the Relationship between Comprehensive Quality Management Application on Customer Satisfaction and Customer Loyalty. Commercial Surveys. 2020; 18(103): 101-116. https://doi.org/20.1001.1.26767562.1399.18.103.6.5
- Golman D. Emotional Intelligence, translated by Nasrin Parsa, Fifth Yap, Tehran, Rushd Publications; 2018.
- Shirzad B, Banisi P, Mirza SN. The investigation of relationship between the types of organizational structures and emotional intelligence among the Managers of Tehran education districts. Journal of Instruction and Evaluation. 2013; 6(22): 111-132. https://jinev.tabriz.iau.ir/article_521544.html?lang=en
- Solan MA. The Relationship between Emotional Intelligence, Visionary leadership and organizationale leadership Behavior in continuing Higher Education. Disseration of Doctor of Philosophy, University of Regent; 2010.
- Globenko A, Sianova Z. Service quality in healthcare: quality improvement initiatives through the prism of patients’ and providers’ perspectives; 2012.
- Heydarpour P, Dastjerdi R, Rafei S, Sadat M, Mostofeian F. Getting to know the basics of clinical governance. Clinical Governance Group of the Hospital Management and Clinical Services Excellence Office of the Ministry of Health, Treatment and Medical Education. Tehran Publication details; 2011.
- Alumran A, Almutawa H, Alzain Z. Comparing public and private hospitals’ service quality. J Public Health (Berl.). 2021; 29(1): 839-845. https://doi.org/10.1007/s10389-019-01188-9
- Upadhyai R, Jain AK, Roy H, Pant V. A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management. 2019; 21(1): 102-127. https://doi.org/10.1177/0972063418822583
- Alonazi W. The Impact of Emotional Intelligence on Job Performance during COVID-19 Crisis: A Cross-Sectional. Analysis Psychology Research and Behavior Management. 2022; 13(1): 749-757. https://doi.org/10.2147/PRBM.S263656
- Quoidbach J, Hansenne M. The impact of trait emotional intelligence on nursing team performance and cohesiveness. J Prof Nurs. 2009; 25(1): 23-9. https://doi.org/10.1016/j.profnurs.2007.12.002
- Salovey P, Mayer JD. Emotional Intelligence. Imagination, Cognition and Personality. 1990; 9(3): 185-211. https://doi.org/10.2190/DUGG-P24E-52WK-6CDG
- Hair JF, Hult GTM, Ringle C, Sarstedt M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). United States: SAGE Publications, Inc; 2014. https://www.amazon.com/Partial-Squares-Structural-Equation-Modeling/dp/148337744X
- Sarstedt M, Ringle CM, Hair JF. Partial Least Squares Structural Equation Modeling. In: Homburg, C., Klarmann, M., Vomberg, A.E. (eds) Handbook of Market Research. Springer, Cham; 2021. https://doi.org/10.1007/978-3-319-05542-8_15-2
- Davarpanah H, Hoveyda R. Study the Relationship Between organizational structure and organizational learning capabilities (Case study: university of Isfahan staff). The Journal of Modern Thoughts in Education, 2019; 14(2): 24-7. https://doi.org/20.1001.1.20081138.1398.14.2.1.2
- Bangoli A, Ahmadikahnali R, Hoseinian Nodushan SK. Evaluating Hospital Service Quality through Using FAHP. Journal of Modern Medical Information Sciences. 2016; 2(2): 27-35. http://jmis.hums.ac.ir/article-1-85-fa.html
- Ebrahimipour H, Houshmand E, Vafaei Najar A, Adel A, Tabatabaei SS. The Effect of Lean Management on Improving Hospital Processes: from 2014 to 2016. Sadra Medical Journal. 2018; 6(3): 161-170. https://smsj.sums.ac.ir/article_43967.html?lang=en
- Abbasi S, Adel A, Saeed K. Service model design in statistical centers. Human resource management studies. 2015; 6(6): 27-35.
- Rahmani H, Arab M, Akbari F, Zeraati H. Structure, process and performance of the emergency unit of teaching hospitals of Tehran University of Medical Sciences. Journal of School of Public Health and Institute of Public Health Research. 2006; 4 (4):13-22. http://sjsph.tums.ac.ir/article-1-188-fa.html
- Nejati Narnaqi B, Mohammad Ebrahimi H, khalilifar O, Shahraki S. An investigation of organizational structure in selected hospitals of Tehran and its relationship with hospital performance indicators. Ebnesina Journal. 2016; 18(2): 40-47. http://ebnesina.ajaums.ac.ir/article-1-400-fa.html
- Taheri A, Tahmasbipour N, Sadeghi kahmine M. Investigating the relation between organizational structure and job motivation for refinery employees of Bid Boland Gas Company. Journal of New Approaches in Educational Administration, 2018; 9(35): 201-220. https://doi.org/20.1001.1.20086369.1397.9.35.9.2
- Furnham A, Taylor N. The relationship between emotional intelligence and occupational personality scales in senior management. Personality and Individual Differences. 2020; 154(1): 109647-109658. https://doi.org/10.1016/j.paid.2019.109647
- Miao C, Barone MJ, Qian S. Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions. Mark Lett. 2019; 30(1): 335-347. https://doi.org/10.1007/s11002-019-09495-7
- Khan S, Ahmad E, Kazmi S, Zaheer A. The Role of Emotional Intelligence In Hospital Administration: A Case Study from Pakistan, CrossCultural Management Journal. 2018; 11(1): 39-46. https://ideas.repec.org/a/cmj/journl/y2017i11p39-46.html
- Zairi M, Peters J. The impact of social responsibility on business performance. Managerial Auditing Journal. 2002; 17(4): 422-456. https://www.emerald.com/insight/content/doi/10.1108/02686900210424312/full/html
- Izadi A, Barzgar M, Javidi H. Investigating the relationship between emotional intelligence and quality of work life with employees' self-efficacy. Journal of resource management in the police force. 2017; 5(3): 145-177. https://www.sid.ir/paper/523325/fa
- Keshavarz L. Development of a relationship model between emotional intelligence of managers and organizational commitment of employees of Tehran Municipal Sports Organization. Research Journal of Sports Management and Movement Sciences. 2013; 2(4): 47-57. https://www.sid.ir/paper/206872/fa