Understanding the influence of organisational culture on service quality in private hospitals in Ghana=Ukuqonda umthelela wesiko lenhlangano kukhwalithi yesevisi ezibhedlela ezizimele eGhana.

Abstract

Abstract

The idea that organisational culture influences service quality, which in turn has effect on both clients and employees, has gained extensive recognition in both academia and organisational practices. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. The present study also utilised employee engagement as mediating variable. Organisational culture, service quality and employee engagement all remain a major issue in Ghana, both in private and government institutions. Hence, creating a culture that is favourable to providing quality services and encouraging employee engagement is significant for ideal organisational results. The study adopted a mixed method approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach and 15 participants selected using a purposive sampling method from selected private hospitals located in Accra-Ghana. The researcher collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using Factor Analysis and Cronbach’s Coefficient Alpha respectively. The quantitative data was evaluated using both descriptive and inferential statistics and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, mission), service quality (reliability, assurance, tangibles, empathy, responsiveness) as well as employment engagement (vigour, absorption, dedication). This study specifies that there is no significant relationship between organisational culture and service quality. Additionally, this study indicates that there is no significant between relationship between employee engagement and service quality. This study examined the inter-connections of the variables and their effect on the biographic profiles. Additionally, the study states that there is a significant relationship between organisational culture and employee engagement. Furthermore, organisational culture and employee engagement significantly account for 26.1% of the variance service quality.

Iqoqa

Umbono wokuthi isiko lenhlangano lithonya izinga lesevisi, elibuye libe nomthelela kuwo womabili amaklayenti kanye nabasebenzi, usuthole ukuqashelwa okubanzi kuzo zombili izinqubo zezemfundo nenhlangano. Lolu cwaningo luphenya umthelela wesiko lenhlangano ekhwalithini yesevisi ezibhedlela ezizimele eGhana. Ucwaningo lwamanje luphinde lwasebenzisa ukuzibandakanya kwabasebenzi njengokuguquguquka kokulamula. Isiko lenhlangano, ikhwalithi yesevisi nokusebenzelana nabasebenzi konke kusalokhu kuyindaba enkulu eGhana, ezikhungweni ezizimele nezikahulumeni. Ngakho-ke, ukudala isiko elivumela ukuhlinzeka ngezinsizakalo ezisezingeni eliphezulu nokukhuthaza ukuzibandakanya kwabasebenzi kubalulekile emiphumelweni ekahle yenhlangano. Ucwaningo lwamukele indlela exubile esebenzisa idatha esezingeni eliphezulu kanye neyobuningi. Lolu cwaningo lwenziwe ngesampula yabahlanganyeli abangu-367 kusetshenziswa indlela elula yokusampula okungahleliwe futhi ababambiqhaza abangu-15 bakhetha ukusebenzisa indlela yesampula ehlosiwe ezibhedlela ezikhethiwe ezizimele ezise-Accra-Ghana. Umcwaningi uqoqe idatha nge-elekthronikhi esebenzisa kokubili uhlu lwemibuzo kanye nezingxoxo ezihlelekile. Izici ze-psychometric (ukufaneleka nokuthembeka) zihlolwe ngokwezibalo kusetshenziswa i-Factor Analysis kanye ne-Cronbach's Coefficient Alpha ngokulandelanayo. Idatha yobuningi yahlolwa kusetshenziswa kokubili izibalo ezichazayo nezingenangqondo futhi idatha yekhwalithi yahlolwa kusetshenziswa ukuhlaziya okuyindikimba. Kube nemibono ephezulu yesiko lenhlangano (ukuzibandakanya, ukungaguquguquki, ukuzivumelanisa nezimo, umgomo), ikhwalithi yesevisi (ukwethembeka, isiqiniseko, izinto ezibambekayo, uzwela, ukusabela) kanye nokuzibandakanya emsebenzini (ukuqina, ukumunca, ukuzinikela). Lolu cwaningo lucacisa ukuthi abukho ubudlelwano obubalulekile phakathi kwesiko lenhlangano nekhwalithi yesevisi. Ukwengeza, lolu cwaningo lubonisa ukuthi akukho okubalulekile phakathi kobudlelwane phakathi kokuzibandakanya kwabasebenzi kanye nekhwalithi yesevisi. Lolu cwaningo luhlole ukuxhumana phakathi kwezinto eziguquguqukayo kanye nomthelela wazo kumaphrofayili e-biography. Ukwengeza, ucwaningo luthi kunobudlelwano obubalulekile phakathi kwesiko lenhlangano nokuzibandakanya kwabasebenzi. Ngaphezu kwalokho, isiko lenhlangano nokusebenzelana nabasebenzi kubaluleke kakhulu ku-26.1% wekhwalithi yesevisi ehlukile.