The impact of internal service quality and learning organization on clinical leaders' job satisfaction in hospital care services

Abstract

Purpose

This survey aims to investigate the perceptions of clinical leaders in hospital care services in the context of the Greek public health system, to define the impact of internal service quality characteristics and learning organization dimensions on job satisfaction.

Design/methodology/approach

The sample comprised doctors – department heads of 123 clinical departments of basic medical specialties operating in 15 hospitals and was addressed by the use of a questionnaire specifically designed for the purposes of this research effort. The results were processed with the use of exploratory factor analysis and multiple linear regression was applied.

Findings

The research results revealed a positive impact of interactive internal service quality characteristics and learning organization dimensions, namely, empowerment and continuous learning, on job satisfaction in hospital care services.

Originality/value

This research effort focuses, for the first time, on clinical leadership perceptions in public hospital care services. The relationship between internal service quality, learning organization and job satisfaction, can be critical in all efforts attempting to improve clinical departments functionality, thus the results of this survey provide both researchers and public health policy makers with a useful tool for the design and implementation of such efforts.

Citation

Pantouvakis, A. and Mpogiatzidis, P. (2013), "The impact of internal service quality and learning organization on clinical leaders' job satisfaction in hospital care services", Leadership in Health Services, Vol. 26 No. 1, pp. 34-49. https://doi.org/10.1108/17511871311291714