Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services
Introduction: Quality of services extremely depends on how personnel have contact and interaction with the clients. Moreover, the personnel’s attitudes and their behaviors with the clients significantly affect clients’ perception of quality of services and consequently influence their satisfaction a...
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| Format: | Article |
| Language: | English |
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Shahid Sadoughi University of Medical Sciences
2013-07-01
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| Series: | Journal of Community Health Research |
| Subjects: | |
| Online Access: | http://jhr.ssu.ac.ir/browse.php?a_code=A-10-1-55&slc_lang=en&sid=1 |
| _version_ | 1818652485883002880 |
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| author | Mohammad Zare Zadeh Mohammad Reza Vafaei Nasab Nadjme Hajian |
| author_facet | Mohammad Zare Zadeh Mohammad Reza Vafaei Nasab Nadjme Hajian |
| author_sort | Mohammad Zare Zadeh |
| collection | DOAJ |
| description | Introduction: Quality of services extremely depends on how personnel have contact and interaction with the clients. Moreover, the personnel’s attitudes and their behaviors with the clients significantly affect clients’ perception of quality of services and consequently influence their satisfaction as well as their absorption to the services of an institution. This study intends to investigate the supervisor’s attitude towards the effect of persons or the personal element (as one of the elements of the service marketing mix) on choosing the hospital by the patients and their companions. Materials and Methods: This cross-sectional descriptive study conducted in the winter of 2012. The study participant involved 35 supervisors in Yazd educational hospitals of Shahid Sadoughi University of Medical Sciences; Shahid Rahnemoun and Afshar. The research data were gleaned via a researcher-made questionnaire on factors of the marketing mix which its validity and reliability were confirmed. Data analysis was performed using SPSS software. Results: Results revealed that supervisor’s belief in the increasing of market share of a hospital services in public hospitals are consist of: 1-Physical evidence 2- Service or product 3- People or persons 4- Efficiency and quality 5- Process 6- Distribution 7-Promotion or propagation and 8- Price. Therefore, the significance of the personnel role in absorption of a definite patient involves the third element in choosing the hospital by the patients. Conclusion: Based on this study, since the third factor in clients’ (patients, etc.) choices of hospital are the personnel and persons who provide services, it is confirmed that in service-based organizations like hospitals, the most important elements of quality of services in retaining and absorbing new clients and surviving the organization are the personnel activities who has been connected with organization clients. Moreover, it is regarded as a vital factor in developing effective relationships with the clients as well as their absorption in the hospital. |
| first_indexed | 2024-12-17T02:22:46Z |
| format | Article |
| id | doaj.art-9ec508050a314c7583ccd24791158e5b |
| institution | Directory Open Access Journal |
| issn | 2322-5688 |
| language | English |
| last_indexed | 2024-12-17T02:22:46Z |
| publishDate | 2013-07-01 |
| publisher | Shahid Sadoughi University of Medical Sciences |
| record_format | Article |
| series | Journal of Community Health Research |
| spelling | doaj.art-9ec508050a314c7583ccd24791158e5b2022-12-21T22:07:13ZengShahid Sadoughi University of Medical SciencesJournal of Community Health Research2322-56882013-07-0122131137Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital ServicesMohammad Zare ZadehMohammad Reza Vafaei NasabNadjme HajianIntroduction: Quality of services extremely depends on how personnel have contact and interaction with the clients. Moreover, the personnel’s attitudes and their behaviors with the clients significantly affect clients’ perception of quality of services and consequently influence their satisfaction as well as their absorption to the services of an institution. This study intends to investigate the supervisor’s attitude towards the effect of persons or the personal element (as one of the elements of the service marketing mix) on choosing the hospital by the patients and their companions. Materials and Methods: This cross-sectional descriptive study conducted in the winter of 2012. The study participant involved 35 supervisors in Yazd educational hospitals of Shahid Sadoughi University of Medical Sciences; Shahid Rahnemoun and Afshar. The research data were gleaned via a researcher-made questionnaire on factors of the marketing mix which its validity and reliability were confirmed. Data analysis was performed using SPSS software. Results: Results revealed that supervisor’s belief in the increasing of market share of a hospital services in public hospitals are consist of: 1-Physical evidence 2- Service or product 3- People or persons 4- Efficiency and quality 5- Process 6- Distribution 7-Promotion or propagation and 8- Price. Therefore, the significance of the personnel role in absorption of a definite patient involves the third element in choosing the hospital by the patients. Conclusion: Based on this study, since the third factor in clients’ (patients, etc.) choices of hospital are the personnel and persons who provide services, it is confirmed that in service-based organizations like hospitals, the most important elements of quality of services in retaining and absorbing new clients and surviving the organization are the personnel activities who has been connected with organization clients. Moreover, it is regarded as a vital factor in developing effective relationships with the clients as well as their absorption in the hospital.http://jhr.ssu.ac.ir/browse.php?a_code=A-10-1-55&slc_lang=en&sid=1Hospital; Marketing mix; Personnel; Service; Supervisors |
| spellingShingle | Mohammad Zare Zadeh Mohammad Reza Vafaei Nasab Nadjme Hajian Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services Journal of Community Health Research Hospital; Marketing mix; Personnel; Service; Supervisors |
| title | Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services |
| title_full | Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services |
| title_fullStr | Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services |
| title_full_unstemmed | Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services |
| title_short | Attitude of Supervisors of Yazd Educational Hospitals towards the Role of Personnel Element on the Market Share of Hospital Services |
| title_sort | attitude of supervisors of yazd educational hospitals towards the role of personnel element on the market share of hospital services |
| topic | Hospital; Marketing mix; Personnel; Service; Supervisors |
| url | http://jhr.ssu.ac.ir/browse.php?a_code=A-10-1-55&slc_lang=en&sid=1 |
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