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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/9173

Title: Effect of motivation on service quality: moderation role of employees commitment amongst health professionals in the Greater Accra Region
Authors: Brenyah, Christopher Kwakye
Issue Date: 10-Oct-2016
Abstract: This study sought to contribute to the body of knowledge on marketing and organisational behaviour by empirically investigating into the role of employee motivation and commitment in improving service quality. The study was contextualized in a healthcare delivery environment in the Greater Accra Region (GAR) of Ghana and focused on doctors as the informants. Data were collected using questionnaires from 127 doctors in Public, Private and Missions hospitals. Both descriptive and inferential statistical tools and techniques were employed to analyse data collected. Hierarchical moderated regression analysis was employed in estimating the study’s proposed model. The descriptive statistical results obtained indicated that doctors who participated in the study have moderate level of commitment in their job and are more motivated intrinsically. An average participant also perceives service quality in healthcare delivery within the research context as more satisfactory. The study further finds that both intrinsic motivation and commitment among doctors significantly have positive effects on service quality. The study’s results also indicated that extrinsic motivation does not have significant positive effect on service quality than commitment. In all, it was found that both motivation and commitment significantly explain 23.7% variations in service quality. The findings thus suggest that government’s and management’s efforts to improving quality healthcare services in the country would be more likely to manifest should they focus on improving the level of motivation and commitment among healthcare workers at the workplace. In this line, it suggested that appropriate authorities and relevant stakeholders collaborate in designing work and benefits in light of health workers’ contribution to quality healthcare delivery in the country.
Description: A thesis submitted to The School of Graduate Studies in partial fulfilment of the requirement for the award of a Masters Degree in Business Administration (Strategic Management and Consulting Option), 2015
URI: http://hdl.handle.net/123456789/9173
Appears in Collections:College of Arts and Social Sciences

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