Title (english) Employee attitudes on TQM implementation and job satisfaction in public health sector
Title (croatian) Stavovi zaposlenika o implementaciji TQM-a i zadovoljstvu poslom u sektoru javnoga zdravstva
Author Ana-Marija Vrtodušić Hrgović
Author Ivana Škarica
Author's institution University of Rijeka Faculty of Tourism and Hospitality Management
Scientific / art field, discipline and subdiscipline SOCIAL SCIENCES Economics
Abstract (croatian) Kvaliteta usluge u javnozdravstvenom sektoru važan je aspekt koji utječe na zadovoljstvo pacijenata.
Naime, osigurati kvalitetu u javnom zdravstvu znači pružati zdravstvene usluge na pristupačan, sigu-ran
i učinkovit način, uz minimalan rizik i štetu za pacijente. Drugim riječima, to znači ispuniti potrebe
pacijenata i nadmašiti njihova očekivanja. Stoga, kako bi pacijentima pružile kvalitetne i
zadovoljava-juće usluge, mnoge javnozdravstvene organizacije implementiraju standarde kvalitete koji
imaju mnoge prednosti, a među kojima se posebno ističe zadovoljstvo zaposlenika. Cilj ovog
istraživanja bio je ispitati odnos zaposlenika u zavodima za javno zdravstvo sa implementiranim
sustavom uprav-ljanja kvalitetom, prema dimenzijama zadovoljstva poslom i njihovu percepciju razine
provedbe TQM-a, s obzirom na sociodemografske karakteristike zaposlenika. Kako bi se to postiglo
korištena je ANOVA za testiranje hipoteza i utvrđivanje razlike između promatranih socodemografskih
karakteris-tika s obzirom na dimenzije zadovoljstva poslom i primjenu načela TQM –a u istraživanju.
Uz to, ko-relacijom je ispitana povezanost između ukupnog zadovoljstva poslom i percepcije primjene
ukupnih načela TQM-a. Dobiveni rezultati sugeriraju da stupanj obrazovanja i radni staž značajno utječu
na razlike u ocjeni među zaposlenicima, dok pozicija na poslu utječe u manjoj mjeri, tj. kod određenih
dimenzija. Rezultati također ukazuju na korelaciju jakog intenziteta između ukupnog zadovoljstva poslom
i ukupnih načela TQM-a. Istraživanje obuhvaća vrijedne smjernice za upravljanje zdravstve-nim ustanovama
budući dobiveni rezultati istraživanja ukazuju na načela kvalitete i dimenzije zado-voljstva poslom
kojima su zaposlenici najviše, odnosno, najmanje zadovoljni, te samim time usmje-ravaju uprave
zdravstvenih ustanova na područja u kojima je potrebno provesti određene mjere za poboljšanje. Budući
je istraživanje posebno usmjereno na zavode za javno zdravstvo, buduća istraži-vanja se mogu proširiti
na način da obuhvate i druge javnozdravstvene ustanove poput bolnica, ali i privatnih klinika, kao i
ostale sektore.
Abstract (english) The quality of service in the public health sector is an essential aspect that influences patient
satisfaction. Providing quality in public health sector means delivering health service in an affordable,
safe and effective manner, with minimal risk and harm for patients. In other words, it means fulfilling
patients’ needs and surpassing their expectations. In order to provide patients with good-quality and
satisfactory service, many public health organizations implement quality standards that contribute with
many benefits and advantages, among which employee satisfaction stands out. The objective of the
research was to evaluate the attitude of employees in public health institutes towards the dimensions
of job satisfaction and their perception of the level of TQM implementation, with regard to the
employees’ sociodemographic characteristics. In order to achieve this objective, ANOVA was used to
test the hypotheses and determine the difference between observed sociodemographic characteristics
with regard to the dimensions of job satisfaction and the application of TQM principles in research.
Beside that, correlation coefficient was used to test the connection between overall job satisfaction
and the level of TQM implementation (overall TQM principles). The findings suggest that level of
education and the length of service have a significant effect on the differences in assessments among
employees, while position in the workplace affects within certain dimensions of job satisfaction, as
well as within their perception of the TQM implementation. Results have also shown that there is a
statistically significant relationship between job satisfaction and the level of implementation of TQM
principles. The present study provides valuable guidelines for public health sector managers since
the results of the research indicate the level of perception of the implementation of TQM principles
and job satisfaction dimensions with which employees are the most and the least satisfied, thus
pointing out to management in public health sector institutions the areas in which certain improvement
measures should be implemented. As this study focuses specifically on Institutes of Public Health,
future research could be expanded to encompass other public health institutions such as hospitals and
private clinics as well as other sectors.
Keywords (croatian)
zaposlenici
zadovoljstvo poslom
zdravstveni sektor
načela kvalitete
socio-demografska obilježja
TQM
Keywords (english)
employees
job satisfaction
public health sector
quality principles
sociodemographic characteristics
TQM
Language english
Publication type Scientific paper - Preliminary note / Short communication
Publication status Published
Peer review Peer review
Publication version Published version
Journal title Zbornik Veleučilišta u Rijeci
Numbering vol. 9, no. 1, pp. 187-209
p-ISSN 1848-1299
e-ISSN 1849-1723
DOI https://doi.org/10.31784/zvr.9.1.12
URN:NBN urn:nbn:hr:191:413720
Publication 2021
Document URL https://hrcak.srce.hr/257670
Type of resource Text
Access conditions Open access
Terms of use
Created on 2025-02-17 12:25:47