Organizational Culture And Hospital Service Quality: A Mixed-Methods Research In Indonesian Private Hospital
Keywords:
Organizational Culture, Organizational Culture Patterns, Service Quality
Abstract
The purpose of this study is to examine and explore how organizational culture with four cultural patterns (internal process, rational goal, open system, human relations) affects the quality of service at X hospital, Bandung. This study uses a Mixed Methods design. The subjects of this study are 207 respondents as well as participants consisting of 124 respondents and hospital employees, 80 respondents and patient participants. Data are collected using questionnaires and open-ended questions. Cosstab test is used to analyze quantitative data, while thematic analysis and corss-case analysis are used to analyze qualitative data. The results of the quantitative data analysis show that organizational culture has a significant effect towards service quality at X Hospital, Bandung. This result is strengthened by the analysis of qualitative studies which states that organizational culture is oriented towards service quality. This study has proven that organizational culture can improve the quality of service aimed at a significant positive difference in service quality between patients and hospital employees.
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References
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Ãlvarez-GarcÃa, José, González-Vázquez, Encarnación, Del RÃo-Rama, MarÃa de la Cruz, & Duran-Sanchez, Amador. (2019). Quality in customer service and its relationship with satisfaction: an innovation and competitiveness tool in sport and health centers. International Journal of Environmental Research and Public Health, 16(20), 3942.
Bandur, Agustinus. (2013). Desain Penelitian Kuantitatif: Metodologi, Desain, dan Teknik Analisis Data dengan SPSS. Yogyakarta: Deepublish Press.
Bendak, Salaheddine, Shikhli, Amir Moued, & Abdel-Razek, Refaat H. (2020). How changing organizational culture can enhance innovation: Development of the innovative culture enhancement framework. Cogent Business & Management, 7(1), 1712125.
Boselie, Paul, Van Harten, Jasmijn, & Veld, Monique. (2021). A human resource management review on public management and public administration research: stop right there… before we go any further…. Public Management Review, 23(4), 483–500.
Bożek, Agnieszka, Nowak, Paweł F., & Blukacz, Mateusz. (2020). The relationship between spirituality, health-related behavior, and psychological well-being. Frontiers in Psychology, 11, 1997.
Cameron, & Quinn. (2011). Diagnosing and changing organizational culture based on the competing values frame work (2nd ed.). Jhon Wiley & Sons.
Campbell, Jamie lee, & Go, Anja S. (2013). Culture Corrupts ! A Qualitative Study of Organizational Culture in Corrupt Organizations. https://doi.org/10.1007/s10551-013-1665-7
Chen, Cheng Sheng, Ouyang, Pei, Yeh, Yi Chun, Lai, Chiou Lian, Liu, Ching Kuan, Yen, Cheng Fang, Ko, Chih Hung, Yen, Ju Yu, Liu, Gin Chun, & Juo, Suh Hang Hank. (2012). Apolipoprotein E polymorphism and behavioral and psychological symptoms of dementia in patients with Alzheimer disease. Alzheimer Disease & Associated Disorders, 26(2), 135–139.
Cook, C. C. (2020). Spirituality, religion & mental health: exploring the boundaries. Mental Health, Religion & Culture, Vol. 23 (5), 363-374.
Creswell, John W. (2016). research design (4th ed.). London: SAGE.
Erdil, Sabri T., & Yıldız, Oğuz. (2011). Measuring service quality and a comparative analysis in the passenger carriage of airline industry. Procedia-Social and Behavioral Sciences, 24, 1232–1242.
Fida, Bashir Ahmad, Ahmed, Umar, Al-Balushi, Yousuf, & Singh, Dharmendra. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. Sage Open, 10(2), 2158244020919517.
Hosseini, Akram Sadat, Soltani, Sanaz, & Mehdizadeh, Mohammad. (2018). Competitive advantage and its impact on new product development strategy (Case study: Toos Nirro technical firm). Journal of Open Innovation: Technology, Market, and Complexity, 4(2), 17.
Joseph, Owino O., & Kibera, Francis. (2019). Organizational culture and performance: Evidence from microfinance institutions in Kenya. SAGE Open, 9(1), 2158244019835934.
Keller, Kevin Lane. (2020). Consumer research insights on brands and branding: a JCR curation. Journal of Consumer Research, 46(5), 995–1001.
Koenig, Harold G. (2012). Religion, spirituality, and health: The research and clinical implications. International Scholarly Research Notices, 2012.
Lee, Kibaek, & Yoo, Jaeheung. (2019). How does open innovation lead competitive advantage? A dynamic capability view perspective. PloS One, 14(11), e0223405.
Lee, Yu Cheng, Wang, Yu Che, Lu, Shu Chiung, Hsieh, Yi Fang, Chien, Chih Hung, Tsai, Sang Bing, & Dong, Weiwei. (2016). An empirical research on customer satisfaction study: a consideration of different levels of performance. SpringerPlus, 5(1), 1–9.
Loporto, Johanna. (2019). Walden University.
Marlaine C, Smith. (2019). Regenerating Nursing’s Disciplinary Perspective. Advances in Nursing Science, 42(1), 3–16.
Marquis, Bessie, & Huston, Carol. (2012a). kepemimpinan dan manajemen keperawatan teori dan aplikasi (4th ed.). Jakarta: EGC.
Marquis, Bessie, & Huston, Carol. (2012b). leadership roles and management functions in nursing (7th ed., Vol. 642).
Marquis, Bessie L., & Huston, Carol J. (2012). Leadership roles and management function in nursing. Theory and Application, 7.
Metwally, Dina, Ruiz-Palomino, Pablo, Metwally, Mohamed, & Gartzia, Leire. (2019). How ethical leadership shapes employees’ readiness to change: The mediating role of an organizational culture of effectiveness. Frontiers in Psychology, 10, 2493.
Mindrut, S., Manolica, A., & Roman, C. T. (2015). Building Brands Identity. Procedia Economics and Finance, Vol. 20 , 393-403.
Moussa, Nejib Ben, & El Arbi, Rakia. (2020). The impact of Human Resources Information Systems on individual innovation capability in Tunisian companies: The moderating role of affective commitment. European Research on Management and Business Economics, 26(1), 18–25.
Organization, World Health. (2006). The world health report 2006: working together for health. World Health Organization.
Parasuraman, A., Zeithaml, Valarie A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Phenwan, Tharin, Peerawong, Thanarpan, & Tulathamkij, Kandawsri. (2019). The meaning of spirituality and spiritual well-being among thai breast cancer patients: a qualitative study. Indian Journal of Palliative Care, 25(1), 119.
Rabanni, Fauziah, Jafri, S. M. Wasi., Abbas, Farhat, Jahan, Firdous, Syed, Nadir Ali, Pappas, Gregory, Azam, Syed Iqbal, Brommels, Mats, & Tomson, Göran. (2009). Culture and quality care perceptions in a Pakistani hospital. International Journal of Health Care Quality Assurance, 22(5), 498–513.
Rasool, Samma Faiz, Samma, Madeeha, Wang, Mansi, Zhao, Yan, & Zhang, Yanping. (2019). How human resource management practices translate into sustainable organizational performance: the mediating role of product, process and knowledge innovation. Psychology Research and Behavior Management, 12, 1009.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, Vol. 5 (10).
Roach, Shannon K., & Schorey, Jeffrey S. (2002). Differential regulation of the mitogen-activated protein kinases by pathogenic and nonpathogenic mycobacteria. Infection and Immunity, 70(6), 3040–3052.
Robbins Sthephen P & Judge Timothy A. (2015). perilaku budaya organisasi (16th ed.). Jakarta: salemba Empat.
Sahin, Azize, Zehir, Cemal, & Kitapçı, Hakan. (2011). The effects of brand experiences, trust and satisfaction on building brand loyalty; an empirical research on global brands. Procedia-Social and Behavioral Sciences, 24, 1288–1301.
Samee, Reino, & Vadi. (2011). Organizational culture based on the example of an Estonian hospital. (Unit 07), 1–5.
Shahzad, Fakhar, Luqman, Rana Adeel, Khan, Ayesha Rashid, & Shabbir, Lalarukh. (2012). Impact of organizational culture on organizational performance: An overview. Interdisciplinary Journal of Contemporary Research in Business.
Smith, Marlaine Cappelli, Turkel, Marian C., & Wolf, Zane Robinson. (2013). Caring Classics in Nursing: An Essential Resource. Springer Publishing Company, LLC.
Sołoducho-Pelc, Letycja. (2014). Competitive advantage: the courage in formulating objectives and expansiveness of a strategy. Procedia-Social and Behavioral Sciences, 150, 271–280.
Suchánek, Petr, & Králová, Maria. (2018). Customer satisfaction and different evaluation of it by companies. Economic Research-Ekonomska Istraživanja, 31(1), 1330–1350.
Suchánek, Petr, & Králová, Maria. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic Research-Ekonomska Istraživanja, 32(1), 1237–1255.
Sutrisno, Edy. (2015). budaya organisasi (1st ed.). Jakarta: prenadamedia group.
Švárová, Monika, & Vrchota, Jaroslav. (2014). Influence of competitive advantage on formulation business strategy. Procedia Economics and Finance, 12, 687–694.
Tsai, Yafang. (2011). Relationship between organizational culture, leadership behavior and job satisfaction. BMC Health Services Research, 11(1), 1–9.
Villani, Daniela, Sorgente, Angela, Iannello, Paola, & Antonietti, Alessandro. (2019). The role of spirituality and religiosity in subjective well-being of individuals with different religious status. Frontiers in Psychology, 10, 1525.
Wijaya, Antonius Bima Murti, Wisnubhadra, Irya, & Sinaga, Benyamin L. (2015). Optimalisasi Algoritma Insert Memanfaatkan Memory Primer dan Bulk Insert Studi Kasus: Pengembangan Sistem Pengelohan Data Perpajakan Pns. Seminar Nasional Informatika (SEMNASIF), 1(4).
Zhang, Shikun, Peng, Michael Yao Ping, Peng, Yaoping, Zhang, Yuan, Ren, Guoying, & Chen, Chun Chun. (2020). Expressive brand relationship, brand love, and brand loyalty for tablet pcs: Building a sustainable brand. Frontiers in Psychology, 11, 231.
Zhang, Xuefeng. (2020). The influences of brand awareness on consumers’ cognitive process: An event-related potentials study. Frontiers in Neuroscience, 14, 549.
Published
2023-01-04
Section
Original Articles
Copyright (c) 2023 Dominika Lepan Tukan, Emiliana Tarigan, Agustinus Bandur
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
