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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/9224

Title: Employee satisfaction and commitment as antecedents to service quality in hospital service delivery system
Authors: Baah, Abdul Rashid Amoakwa
Issue Date: 13-Oct-2016
Abstract: The healthcare sector is a sensitive industry that informs how healthy a society, community and nation is. As a result of the subtle nature of the services involved in healthcare delivery, the necessary and best attributes must be inherent in employees in the sector to deliver at utmost best, service quality wise. The study was on employee satisfaction and commitment as antecedents to service quality in hospital service delivery system. The total population used for the survey was estimated to be 500 out of which a sample of 300 was drawn. The study was conducted using the explanatory approach and adopted convenience sampling technique in selecting the respondents using structured questionnaires as data collection tool. Retrieved questionnaires amounted to 224 representing a response rate of 75%. The breakdown of respondents was 105 nurses from public hospital, 19 nurses from private hospitals and 100 nurses from mission hospitals. Data gathered was analysed using Statistical Package for Social Sciences (SPSS IBM 20). Descriptive analysis, confirmatory factor analysis, structural equation model analysis and correlation statistical analysis performed on the data discovered a positive relationship between employee commitment and service quality and a positive relationship between employee satisfaction and employee commitment. These results largely support the hypothesised association between the variables under study. However, contrary to previous studies, the findings revealed a negative relationship between employee satisfaction and service quality and thus do not support existing literature. In sum, the study indicated that although employee satisfaction does not directly affect service quality, its effect passes through employee commitment which in turn affects service quality. This implies that, employee commitment fully mediates the relationship between employee satisfaction and service quality. In all, the study’s proposed model was able to explain 43.0% and 21.0% variations in employee commitment and service quality respectively. The study therefore recommends that management endeavour to ensure consistency in fostering relationship with employees as high level support from the organisation is more likely to bring about satisfaction and obligation to repay the organisation in terms of commitment towards delivering service quality.
Description: A thesis submitted to the Department of Marketing and Corporate Strategy, Kwame Nkrumah University of Science and Technology (KNUST), in partial fulfilment of the requirement for the degree of Master of Business Administration (Strategic Management and Consulting Option), 2015
URI: http://hdl.handle.net/123456789/9224
Appears in Collections:College of Arts and Social Sciences

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