Sabahattin Tekingündüz

Effect of organisational trust, job satisfaction, individual variables on the organisational commitment in healthcare services

The purpose of the study was to investigate the effect of the organisational trust dimensions, job satisfaction dimensions, and several personal characteristics (age, education status, gender, the department that is worked at, duration of work, income, and marital status) on the organisational commitment. In this study, all staff working at a public hospital in Bingöl, Turkey, have been taken into consideration. A total of 516 questionnaires were taken into consideration for data analysis in this study. In the study, organisational trust dimensions, job satisfaction dimensions, and personal variables were found to explain affective commitment variable in the proportion of 37.5%; continuance commitment variable in the proportion of 27.2%; and normative commitment variable in the proportion of 39.8%. This study revealed that cognitive trust, managers, communication, the structure of work, gender, and the department worked (laboratory or surgery room) were the significant predictors of affective commitment. Income, cognitive trust, education status, emotional trust, and the structure of work and additional opportunities have been found to have a meaningful effect on continuance commitment. Cognitive trust, promotion, managers, the structure of work, education status, emotional trust, and the structure of work, gender, and emotional trust had a meaningful effect on normative commitment. This study could have potential practical implications in healthcare management.

Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model

Patient perceptions of service quality have become a critical component in measuring quality of care and healthcare services. The SERVPERF model of measurement for customer perception was used to measure hospital service quality in Turkey to study patients’ perceived level of quality of services offered and to analyze the predictors of service quality in terms of the dimensions and items of the SERVPERF model. The five dimensions considered were tangibles, reliability, responsiveness, empathy, and assurance. Cross-sectional surveys were completed by 972 inpatients to determine perceived quality. Positive and significant relations were identified among the service quality dimensions. The most significant correlation was between reliability and responsiveness. The logistic regression model used indicated that all dimensions of SERVPERF were a significant predictor for high levels of overall service quality. In this study, service quality and its measures were analyzed in a state hospital located in a development priority area in Turkey. The findings indicate all 5 dimensions of SERVPERF model are significantly related to overall service quality as well as the indicators of high service quality. The findings present several measurement implications of service quality in healthcare. The study is limited to the sample from in-inpatient care departments in a single public hospital in Turkey. However, the results of this study provide significant applications for the government procedures in measuring service quality in hospitals.

The Validity and Reliability Study of Turkish Version of Work-Related Flow Inventory (WOLF)

This study aims at determining the reliability and validity of the work-related flow inventory (WOLF). WOLF was developed by Bakker in 2008 and contains 13 items with three dimensions (absorption [4 items], enjoyment [4 items], and intrinsic work motivation [5 items]). This inventory was originally conducted over seven employees who work at companies in the Netherlands. Yalcinkaya translated WOLF into Turkish and conducted the validity and reliability of the inventory, but according to her study’s results, she had reduced 13 items to 12 and three dimensions to two. In our study, Bakker first provided a letter of permission, after which the inventory was translated into Turkish by a specialist. The Turkish version of WOLF was conducted over 40 health employees working at a university hospital in Edirne. Three weeks later, measures were performed again; we examined the WOLF inventory as performed by Bakker in 2008, and completely validated 13 items and three dimensions. The Turkish version of WOLF can be used in research to determine the effects of work-related flow on the workforce in health services.