KaydedilenlerDerginizi ekleyin

Dergiler / İşletme Bilimi Dergisi / 2026 / Cilt: 14 Sayı: 1

The Impact of Healthcare Workers’ Perception of the Quality on Their Performance Levels: A Study of Nurses at Zonguldak State Hospital

Nurgül Ecek, İbrahim Müjdat Başaran

Sayfa
221–235
Yayın Tarihi
2026-03-06
🏛️Bu makalenin bibliyografik verileri ve tam metin bağlantısı DergiPark üzerinden sağlanmıştır.
DergiPark Kaydı ↗

Abstract

The primary objective of this research is to assess the impact of healthcare workers’ perceptions of quality on their performance levels and to identify the sub-factors that influence these perceptions. In this study, which was conducted with an explanatory research design, the data were collected by using an online questionnaire from 385 nurses working in a state hospital within Zonguldak province of Türkiye. SPSS and AMOS statistical software programs were employed to analyze the data collected during the research. In the study, the relationships among variables were tested using the structural equation modeling technique. According to the primary findings obtained as a result of the analysis, the dimensions influencing healthcare workers’ perception of quality include ‘management and leadership’, ‘utilization of human resources’, ‘quality education’, and ‘patient benefit’. These four dimensions significantly shape healthcare workers’ quality perceptions and profoundly impact employee performance. Therefore, these empirical findings indicate that healthcare workers’ perceptions of quality significantly the services they provide by affecting their performance.

Anahtar kelimeler
🔖

Bu Makaleye Atıf Yap

Ecek, N., Başaran, İ. M. (2026). The Impact of Healthcare Workers’ Perception of the Quality on Their Performance Levels: A Study of Nurses at Zonguldak State Hospital. İşletme Bilimi Dergisi, Cilt: 14 Sayı: 1, 221–235. https://doi.org/10.22139/jobs.1721906

📄 Tam Metin PDF Okuyucu

↗Yeni Sekme

PDF belgesi yükleniyor...

Kaynakça (73)

  1. Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction, and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia- Social and Behavioral Sciences, 224, 141-148. https://doi.org/10.1016/j.sbspro.2016.05.419
  2. Almansey, M. M. M., & Emeagwali, O. L. (2016). The perception of employees and external customers on the total service quality in healthcare institutions as measured by the 5q model. International Journal of Accounting Research, 2(11), 1-37.
  3. Bayer, N., & Baykal, Ü. (2018). Sağlık çalışanları kalite algı ölçeğinin geliştirilmesi. Sağlık ve Hemşirelik Yönetimi Dergisi, 5(2), 86-99. https://doi.org/10.5222/SHYD.2018.086
  4. Bayer, N., Yılmaz, E. Z., & Baykal, Ü. (2019). Sağlık çalışanlarının kalite belgelendirme sürecine ilişkin görüşleri. Sağlık Bilimleri ve Yaşam Dergisi, 4(1).
  5. Biçer, D. F., Ilıman, E., & Biçer, E. B. (2019). Sağlık kurumlarında hizmet kalite algısı üzerine meta analiz çalışması. Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 20(2), 22-47. https://dergipark.org.tr/tr/download/article-file/867022
  6. Boiral, O. (2011). Managing with ISO systems: Lessons from practice. Long Range Planning, 44(3), 197-220. https://doi.org/10.1016/j.lrp.2010.12.003
  7. Byrne, B. M. (2010). Structural equation modeling with AMOS: Basic concepts, applications, and programming (2nd ed.). Routledge/Taylor & Francis Group. https://doi.org/10.4324/9780203807644
  8. Chakravarty, A. (2011). Evaluation of service quality of hospital outpatient department services. Medical Journal Armed Forces India, 67(3), 221-224. https://doi.org/10.1016/S0377-1237(11)60045-2
  9. Chikazhe, L., Makanyeza, C., & Kakava, N. Z. (2022). The effect of perceived service quality, satisfaction and loyalty on perceived job performance: Perceptions of university graduates. Journal of Marketing for Higher Education, 32(1), 1-18. https://doi.org/10.1080/08841241.2020.1793442
  10. Çankır, B. (2021). Adalet sektöründe çalışanların çalışmaya tutkunlukları sürdürülebilir kalite algıları ile iş performansları arası ilişkide rol oynar mı? Manas Sosyal Araştırmalar Dergisi, 10(3), 1785-1795. https://doi.org/10.33206/mjss.776688
  11. Çerçi, S., & Baykal, Ü. (2022). Sağlıkta toplam kalite yönetiminin kuruma, hastaya ve çalışana yansımaları. Cumhuriyet Üniversitesi Sağlık Bilimleri Enstitüsü Dergisi, 7(2), 126-131. https://doi.org/10.51754/cusbed.1075045
  12. Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46.
  13. Deniz, N., & Büyük, K. (2017). Sağlık hizmetlerinde hastaların kalite algılarının değerlendirilmesi. Balkan ve Yakın Doğu Sosyal Bilimler Dergisi, 3(3), 52-69.
  14. Ertaş, H., & Çelik, Ö. (2018). Sağlıkta kalite standartları üzerine nitel bir değerlendirme. Sağlık Yönetimi Dergisi, 2(1), 18-40.
  15. Ertuğrul, İ. (2006). Akademik performans değerlendirmede bulanık mantık yaklaşımı. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 20(1), 155-176.
  16. ep Koubaa Eleuch, A. (2011). Healthcare service quality perception in Japan. International Journal of Health Care Quality Assurance, 24(6), 417-429. https://doi.org/10.1108/09526861111150680
  17. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
  18. Gaskin, J., & Lim, J. (2016). Model fit measures. Gaskination’s StatWiki, 37(3), 814-822.
  19. Ghobadian, A., Speller, S. & Jones, M. (1994), Service quality: Concepts and models. International Journal of Quality & Reliability Management, 11(9), 43-66. https://doi.org/10.1108/02656719410074297
  20. Gökaslan, S. (2000). Performans değerlemesinin toplam kalite yönetimindeki rolü [Yüksek lisans tezi, Dokuz Eylül Üniversitesi]. https://tez.yok.gov.tr/UlusalTezMerkezi/tezDetay.jsp?id=cxNAH4OroG61HY2TCBNQGQ&no=pCQprMkQCjKJ0MGwn-LiGw
  21. Gülen, D., & Zaybak, A. (2023). Hemşirelik bakım kalitesinin hasta ve hemşireler tarafından algılanması: Tanımlayıcı çalışma. Turkiye Klinikleri Journal of Nursing Sciences, 15(1), 108-117. https://doi.org/10.5336/nurses.2022-89802
  22. Hair, J. F., Black, W., Babin, B., & Anderson, R. (2014). Multivariate data analysis. Pearson Education.
  23. Halis, M. (2013). Toplam kalite yönetimi & ISO 9000 kalite yönetim sistemleri. Seçkin Yayıncılık.
  24. Hall, L. W., Moore, S. M., & Barnsteiner, J. H. (2008). Quality and nursing: Moving from a concept to a core competency. Urologic Nursing, 28(6).
  25. Harkey, J., & Vraciu, R. (1992). Quality of health care and financial performance: Is there a link? Health Care Management Review, 17(4), 55-63.
  26. Herzberg, F. (2015). Motivation-hygiene theory. Organizational Behavior 1, 61-74.
  27. Herzberg, F., Mausner, B., & Snyderman, B. B. (2011). The motivation to work. Transaction Publishers.
  28. Hoyle, D. (2001). ISO 9000 quality systems handbook. Butterworth-Heinemann.
  29. Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
  30. Hupal, A. F. (2019). Sağlıkta kalite standartlarına yönelik uygulamaların, sağlık çalışanlarının kalite algılarına etkisi (Amasya ağız ve diş sağlığı merkezi örneği) [Yüksek lisans tezi, İstanbul Esenyurt Üniversitesi].
  31. Idris, A., Trisnamansyah, S., & Wasliman, I. (2022). Implementation of the internal quality assurance system in improving school quality. Munaddhomah: Jurnal Manajemen Pendidikan Islam, 3(1), 27-34. https://doi.org/10.31538/munaddhomah.v3i1.96
  32. Imai, M. (1997). Gemba Kaizen: A commonsense, low-cost approach to management. In C. Boersch & R. Elschen (Eds.), Das Summa Summarum des Management: Die 25 wichtigsten Werke für Strategie, Führung und Veränderung (pp. 7–15). Gabler Verlag.
  33. Irungu, R. K. (2017). Perceived quality service delivery and performance of pharmaceutical retail businesses in Cbd of Nairobi City County Kenya. [Doctoral thesis, University of Nairobi].
  34. Irfan, S. M., Ijaz, A., Kee, D. M. H., & Awan, M. (2012). Improving operational performance of public hospital in Pakistan: A TQM based approach. World Applied Sciences Journal, 19(6), 904-913.
  35. Işıkçelik, F., Turgut, M., & Ağırbaş, İ. (2019). Sağlıkta kalite değerlendirme sonuçlarının güvenlik raporlama sistemi raporları ile birlikte değerlendirilmesi. R. Erdem, S. Bostan, & T. Şahinöz (Eds.), 4. Uluslararası Sağlık Bilimleri ve Yönetimi Kongresi (pp. 209-216). e-Proceeding.
  36. Kamalasanan, A., Gurumoorthy, S., & Subbarayalu, A. V. (2023). Factors influencing the quality of healthcare services in Indian hospitals: A systematic review. Journal of Management Research and Analysis, 6(2), 71-80.
  37. Kenyon, G. N., & Sen, K. C. (2015). Perception of quality. Springer-Verlag.
  38. Kirkman, B. L., & Rosen, B. (1999). Beyond self-management: Antecedents and consequences of team empowerment. Academy of Management Journal, 42(1), 58-74.
  39. Köksal, K., Gürsoy, A., & Yapar, H. (2018). Özgecilik ve çalışan performansı arasındaki ilişki: Kamu sektöründe bir inceleme. Türkiye Sosyal Araştırmalar Dergisi, 22(4), 783-796.
  40. Koopmans, L., Bernaards, C. M., Hildebrandt, V. H., Schaufeli, W. B., de Vet Henrica C. W., & Van Der Beek, A. J. (2011). Conceptual frameworks of individual work performance: A systematic review. Journal of Occupational and Environmental Medicine, 53(8), 856-866. https://doi.org/10.1097/JOM.0b013e318226a763
  41. Kyoon Yoo, D., & Ah Park, J. (2007), Perceived service quality: Analyzing relationships among employees, customers, and financial performance, International Journal of Quality & Reliability Management, 24(9), 908-926. https://doi.org/10.1108/02656710710826180
  42. Llopis, J., & José Tarí, J. (2003). The importance of internal aspects in quality improvement. International Journal of Quality & Reliability Management, 20(3), 304-324. https://doi.org/10.1108/02656710310461314
  43. Lo, C. K., Yeung, A. C., & Cheng, T. E. (2011). Meta-standards, financial performance and senior executive compensation in China: An institutional perspective. International Journal of Production Economics, 129(1), 119-126. https://doi.org/10.1016/j.ijpe.2010.09.011
  44. Maclean, S., & Gray, K. (1998). Structural equation modelling in market research. Journal of the Australian Market Research Society, 6(1), 17-32.
  45. Mohammad Mosadeghrad, A. (2013). Healthcare service quality: Towards a broad definition. International Journal of Health Care Quality Assurance, 26(3), 203-219. https://doi.org/10.1108/09526861311311409
  46. Moon, O. N., Kim, Y. I., & Geun, H. G. (2016). Perception and work performance of patient safety among nurses working in long-term care hospitals. Korean Journal of Occupational Health Nursing, 25(2), 118-129. https://doi.org/10.5807/kjohn.2016.25.2.118
  47. Nair, A., & Prajogo, D. (2009). Internalisation of ISO 9000 standards: The antecedent role of functionalist and institutionalist drivers and performance implications. International Journal of Production Research, 47(16), 4545-4568. https://doi.org/10.1080/00207540701871069
  48. Naveh, E., & Marcus, A. (2005). Achieving competitive advantage through implementing a replicable management standard: Installing and using ISO 9000. Journal of Operations Management, 24(1), 1-26. https://doi.org/10.1016/j.jom.2005.01.004
  49. Nazeer, S., Zahid, M. M., & Azeem, M. F. (2014). Internal service quality and job performance: Does job satisfaction mediate. Journal of Human Resources, 2(1), 41-65.
  50. Nwosu, M. C. K. (2006). Relationship between nurse assistants' job satisfaction and perception of quality [Doctoral thesis, Walden University].
  51. Padamata, K., & Vangapandu, R. D. (2023). The assessment of quality of care in the Indian healthcare industry: The employees’ and patients’ perspectives. Benchmarking: An International Journal, 30(5), 1749-1770. https://doi.org/10.1108/bij-10-2022-0617
  52. Pawar, B. S. (2020). Employee performance and well-being: Leadership, justice, support, and workplace spirituality. Routledge. https://doi.org/10.4324/9780429244193
  53. Platis, C., Reklitis, P., & Zimeras, S. (2015). Relation between job satisfaction and job performance in healthcare services. Procedia-Social and Behavioral Sciences, 175, 480-487. https://doi.org/10.1016/j.sbspro.2015.01.1226
  54. Raveendran, T., & Hameela, T. (2020). Perceived quality of performance appraisal system and its impact on job performance of employees in bank of Ceylon. J. Bus, 7, 2020-2077. https://doi.org/10.4038/jbs.v7i2.62
  55. Reinders, M. E., Ryan, B. L., Blankenstein, A. H., van der Horst, H. E., Stewart, M. A., & van Marwijk, H. W. (2011). The effect of patient feedback on physicians' consultation skills: A systematic review. Academic Medicine, 86(11), 1426-1436. https://europepmc.org/article/MED/21952067
  56. Ross, T. K. (2014). Health care quality management: Tools and applications. John Wiley & Sons.
  57. Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial least squares structural equation modeling. In C. Homburg, M. Klarmann, A. Vomberg (Eds.), Handbook of Market Research (pp. 587–632). Springer. https://doi.org/10.1007/978-3-319-05542-8_15-2
  58. Schumacker, R. E., & Lomax, R. G. (2004). A beginner's guide to structural equation modeling. Psychology Press.
  59. Sedláček, M., Suchánek, P., Špalek, J., & Štamfestová, P. (2011). Relationship between quality and performance: Tourism companies in the Czech Republic. Review of Economic Perspectives, 11(4), 195-222. https://doi.org/10.2478/v10135-011-0013-z
  60. Sezer, C., Durmuş, A., & Bebik, M. (2020). Özel sağlık kuruluşlarında hizmet alan bireylerin kalite algılarının belirlenmesi: Bir SERVPERF uygulaması. Sakarya Üniversitesi İşletme Enstitüsü Dergisi, 2(2), 93-98. https://doi.org/10.47542/sauied.822452
  61. Sharma, A. (1986). Management and job performance. Gian Publishing House.
  62. Shiriana, A., & Asgarikiab, P. (2014). The effect of quality management on employees' job performance and job satisfaction at Iranian international hotels Inc. Reef Resources Assessment and Management Technical Paper, 40(2), 369-390.
  63. Sigler, T. H., & Pearson, C. M. (2000). Creating an empowering culture: Examining the relationship between organizational culture and perceptions of empowerment. Journal of Quality Management, 5(1), 27-52. https://doi.org/10.1016/S1084-8568(00)00011-0
  64. Singh, K. (2016). Influence of internal service quality on job performance: A case study of royal police department. Procedia-Social and Behavioral Sciences, 224, 28-34. https://doi.org/10.1016/j.sbspro.2016.05.396
  65. Şahin, S., & Çankır, B. (2019). Sürdürülebilir kalite algısı ve iş performansı: Çalışmaya tutkunluğun aracı rolü. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 28(3), 196-211. https://doi.org/10.35379/cusosbil.578560
  66. Tarcan, G. Y., & Balçık, P. Y. (2020). Sağlık hizmeti kalite algısını etkileyen faktörlerin servperf modeli ile belirlenmesi. Hacettepe Sağlık İdaresi Dergisi, 23(1), 81-92.
  67. Terziovski, M., & Power, D. (2007). Increasing ISO 9000 certification benefits: A continuous improvement approach. International Journal of Quality & Reliability Management, 24(2), 141-163. https://doi.org/10.1108/02656710710722266
  68. Urban, W. (2013). Perceived quality versus quality of processes: A meta concept of service quality measurement. The Service Industries Journal, 33(2), 200-217. https://doi.org/10.1080/02642069.2011.614337
  69. Ünal, Ö. F., & Günay, Z. (2016). Çalışanların algıladıkları performansları ile 360 derece performans değerleme arasındaki ilişki: Bir telekomünikasyon şirketi örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 6(1), 273-289. https://izlik.org/JA37ST86NT
  70. Vroom, V. H. (1964). Work and motivation. John Willey & Sons.
  71. Willems, J., & Ingerfurth, S. (2018). The quality perception gap between employees and patients in hospitals. Health Care Management Review, 43(2), 157-167. https://doi.org/10.1097/HMR.0000000000000137
  72. Yatkın, A. (2008). Örgütsel çatışmanın ve performans değerlemenin işgören performansına etkileri. Fırat Üniversitesi Doğu Araştırmaları Dergisi, 6(2), 6-18.
  73. Zafer, İ., & Ünal, E. (2016). Yatan hastaların hizmet kalitesi algılarının servqual skoruna göre incelenmesi. Performans ve Kalite, 2016(12), 113-134.