THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT PRACTICES AND HOSPITAL EMPLOYEES' JOB SATISFACTION, QUALITY OF WORK LIFE AND TURNOVER INTENTION

Yıl 2022, , 120 - 131, 31.01.2022

Tuğçe Nur Dursun Temiz , Derya Sivuk

https://doi.org/10.51551/verimlilik.731664

Öz

Purpose: This study was carried out to reveal the relationship between Total Quality Management (TQM) practices and job satisfaction, quality of work life and turnover intention through the perceptions of hospital employees.

Methodology: The study was carried out through a questionnaire applied to 515 personnel working in 5 private hospitals and 2 training-research hospitals operating in Ankara. In the research, Structural Equation Modeling (SEM), which is used to test hypotheses observed in theoretical models and designed to explain the causal relationships between latent variables, was used.

Findings: As a result of the study, there is a significant positive relationship between TQM and job satisfaction, total quality management and quality of work life and job satisfaction and quality of work life. It is concluded that there is a significant negative relationship between job satisfaction and turnover intention.

Originality: In this study, unlike the existing studies in the literature, the relationship between TQM, job satisfaction, quality of work life and turnover intention was examined comparatively in the administrative and health personnel working in public and private hospitals.

Anahtar Kelimeler

Total Quality Management, Job Satisfaction, Quality of Work Life, Turnover Intention, Healthcare Professionals

TOPLAM KALİTE YÖNETİMİ UYGULAMALARI İLE HASTANE ÇALIŞANLARININ İŞ TATMİNİ, İŞ YAŞAM KALİTESİ VE İŞTEN AYRILMA NİYETİ ARASINDAKİ İLİŞKİ

Öz

Amaç: Bu çalışma, Toplam Kalite Yönetimi (TKY) uygulamaları ile iş tatmini, iş yaşam kalitesi ve işten ayrılma niyeti arasındaki ilişkiyi, hastane çalışanlarının algıları üzerinden karşılaştırmalı olarak ortaya koymak amacıyla gerçekleştirilmiştir.

Yöntem: Çalışma, Ankara’da faaliyet gösteren 5 özel hastane ve 2 eğitim-araştırma hastanesinde çalışan 515 personele uygulanan anket aracılığı ile yürütülmüştür. Araştırmada kuramsal modellerde gözlenen ve gizli değişkenler arasındaki nedensel ilişkileri açıklamak üzere tasarlanan hipotezlerin test edilmesinde kullanılan Yapısal Eşitlik Modellemesi (YEM)’nden yararlanılmıştır.

Bulgular: Çalışma sonucunda; toplam kalite yönetimi ile iş tatmini, TKY ile iş yaşam kalitesi ve iş tatmini ile iş yaşam kalitesi arasında anlamlı bir pozitif ilişki, iş tatmini ile işten ayrılma niyeti arasında anlamlı bir negatif ilişki olduğu sonucuna ulaşılmıştır.

Özgünlük: Bu çalışmada literatürdeki mevcut çalışmalardan farklı olarak, TKY, iş tatmini, iş yaşam kalitesi ve işten ayrılma niyeti arasındaki ilişki kamu hastaneleri ile özel hastanelerde çalışan idari personel ve sağlık personelinde karşılaştırmalı olarak birlikte incelenmiştir.

Anahtar Kelimeler

Toplam Kalite Yönetimi, İş Tatmini, İş Yaşam Kalitesi, İşten Ayrılma Niyeti, Sağlık Çalışanları

Kaynakça

• Afroz, S. (2017). “Quality of Work Life: A Conceptual Model”, Advances in Economics and Business Management (AEBM), 4(8), 570-578.
• Ahn, M.K., Lee M.H., Kim, H.K. ve Jeong, S.H. (2015). “Job Satisfaction, Organizational Commitment and Turnover Intention among Male Nurses”, Journal of Korean Academy of Nursing Administration, 21(2), 203-211.
• Alçıkaya, Y. (1999). “Toplam Kalite Yönetimi Çerçevesinde Hemşirelerde İş Tatmin Düzeyinin Ölçülmesi”, Yayımlanmamış Yüksek Lisans Tezi, Marmara Üniversitesi Sağlık Bilimleri Enstitüsü, İstanbul.
• Ali, K.A.M. ve Alolayyan, M.N. (2013). “The Impact of Total Quality Management (TQM) on the Hospital’s Performance: An Empirical Research”, International Journal of Services and Operations Management, 15(4), 482-506.
• Almalki, M.J., Fitzgerald, G. ve Clark, M. (2012). “The Relationship between Quality of Work Life and Turnover Intention of Primary Health Care Nurses in Saudi Arabia”, BMC Health Services Research, 12(314), 1-11.
• Alsughayir, A. (2014). “Does Practicing Total Quality Management Affect Employee Job Satisfaction in Saudi Arabian Organizations?”, European Journal of Business and Management, 6(3), 169-175.
• Asegid, A., Belachew, T. ve Yimam, E. (2014). “Factors Influencing Job Satisfaction and Anticipated Turnover among Nurses in Sidama Zone Public Health Facilities, South Ethiopia”, Nursing Research and Practice, 2014.
• Aydoğmuş, B. (2015). “Hastanelerde Toplam Kalite Yönetiminin Çalışan Tatminine Etkileri “Bir Vakıf Üniversitesi Hastanesinde Toplam Kalite Yönetiminin Hekim Tatminine Etkileri Konusunda Bir Araştırma”, Yayımlanmamış Yüksek Lisans Tezi, Ufuk Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
• Bozeman, D.P. ve Perrewe, P.L. (2001). “The Effect of Item Content Overlap on Organizational Commitment Questionnaire-Turnover Cognitions Relationships”, Journal of Applied Psychology, 86(1), 61-173.
• Chang W.Y., Ma J.C., Chiu H.T., Lin K.C. ve Lee P.H. (2009). “Job Satisfaction and Perceptions of Quality of Patient Care, Collaboration and Teamwork in Acute Care Hospitals, Journal of Advanced Nursing, 65(9), 1946-1955.
• Chatzoglou, P.D., Vraimaki, E., Komsiou, E., Polychrou, E. ve Diamantidis, A.D. (2011). “Factors Affecting Accountants’ Job Satisfaction and Turnover Intentions: A Structural Equation Model”, The 8th International Conference on Enterprise Systems, Accounting and Logistics, Thassos Island, Greece.
• Çavuş, M.F. ve Gemici, E. (2013). “Sağlık Sektöründe Toplam Kalite Yönetimi”, Akademik Sosyal Araştırmalar Dergisi, 1(1), 238-257.
• Cimete, G., Gencalp, N.S. ve Keskin, G. (2003). “Quality of Life and Job Satisfaction of Nurses”, Journal of Nursing Care Quality, 18(2), 151-158.
• Çetinkaya, A.Ş. ve Ortaöner, N. (2017). “Kalite Yönetim Sistemlerinin İş Tatminine Etkisi: Sanayi İşletmeleri Araştırması”, Selçuk Üniversitesi İktisadi ve İdari Bilimler Fakültesi Sosyal Ekonomik Araştırmalar Dergisi, 17(33), 30-45.
• Çimentepe, A. (2012). “İş Tatmini ve Örgütsel Bağlılık”, Yayımlanmamış Yüksek Lisans Tezi, Beykent Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
• El-Tohamy, A. ve Raoush, A. (2015). “The Impact of Applying Total Quality Management Principles on The Overall Hospital Effectiveness: An Empirical Study on The Hcac Accredited Governmental Hospitals In Jordan”, European Scientific Journal, 11(10), 63-76.
• Faraji, O., Salehnejad, G., Gahramani, S. ve Valiee, S. (2017). “The Relation Between Nurses’ Quality of Work Life with Intention to Leave Their Job”, Nursing Practice Today, 4(2), 103-111.
• Gayathiri, R. ve Ramakrishnan, L. (2013). “Quality of Work Life – Linkage with Job Satisfaction and Performance”, International Journal of Business and Management Invention, 2(1), 1-8.
• George, E. ve Zakkariya K.A. (2018). “Psychological Empowerment and Job Satısfactıon in the Banking Sector”, (1st Edition), Springer International Publishing AG, Switzerland.
• Goh, P.L. (2000). The Implementation of Total Quality Management in Small and Medium Enterprises, Yayımlanmamış Doktora Tezi, The University of Sheffield, Sheffield, 7-35.
• Goudarznand-Chegini, M. ve Mirdoozandeh, S.G. (2012). “Relationship Between Quality of Work-Life and Job Satisfaction of the Employees in Public Hospitals in Rasht”, Zahedan Journal of Research Medical Science, 14(2), 108-11.
• Gök, D. (2014). “Toplam Kalite Yönetimi Uygulamalarının Özel Sağlık Kuruluşlarında İş Verimliliği Üzerine Etkisi: Elazığ Medikal Park Hastanesi Örneği”, Yayımlanmamış Yüksek Lisans Tezi, Türk Hava Kurumu Üniversitesi Sosyal Bilimler Enstitüsü, Ankara.
• Guimaraes, T. (1996). “TQM’s Impact on Employee Attitudes”, The TQM Magazine, 8(1), 20-25. Guimaraes, T. (1997). “Assessing Employee Turnover Intentions Before/after TQM”, International Journal of Quality & Reliability Management, 14(1), 46-63.
• Gülten, G. (2018). “Çalışma Hayatında Örgütsel Bağlılık ve İş Tatmini”, Yayımlanmamış Yüksek Lisans Tezi, Beykent Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
• Gürbüz, S. ve Şahin, F. (2018). “Sosyal Bilimlerde Araştırma Yöntemleri”, Seçkin Yayıncılık, Ankara. Hadizadeh, Z., Saadoldin, S.N. ve Shakeri, M.T. (2015). “Relationship Between Components of Quality of Work Life with Job Satisfaction Among Midwives in Mashhad, 2014”, Tehran University of Medical Sciences (Journal of Faculty of Nursing and Midwifery), 21(1), 56-67.
• Hardjanti, I.W., Noermijati, N. ve Dewanto, A. (2017). “Influence of Quality of Work Life towards Psychological Well Being and Turnover Intention of Nurses and Midwives in Hospital”, Kesmas: National Public Health Journal, 12(1), 7-14.
• Izvercian, M., Potra, S. ve Ivascu, L. (2016, June). “Job Satisfaction Variables: A Grounded Theory Approach”, Procedia-Social and Behavioral Sciences, 221, 86-94.
• İnam, Ö. ve Koç Tütüncü, S. (2017). “Türkiye’de Sağlık Alanında Toplam Kalite Yönetimi Konusunda Yapılmış Tez Profillerinin İncelenmesi (2012-2016)”, İstanbul Gelişim Üniversitesi Sağlık Bilimleri Dergisi, 2, 109-122.
• Jahanbani, E., Mohammadi, M., Noori Noruzi, N. ve Bahrami, F. (2018). “Quality of Work Life and Job Satisfaction Among Employees of Health Centers in Ahvaz, Iran”, Jundispahur Journal of Health Sciences, 10(1).
• Jalal, E.J., Hajibabaee, F., Farahaninia, M., Joolaee, S. ve Hosseini, F. (2014). “Relationship Between Job Satisfaction, Absence from Work and Turnover Among Nurses”, Journal of Nursing and Midwifery Sciences, 1(1), 12-18.
• Jehanzeb, K., Abdul Hamid, A.B. ve Rasheed, A. (2015). “What Is the Role of Training and Job Satisfaction on Turnover Intentions?”, International Business Research, 8(3), 208-220.
• Kaddourah, B., Abu-Shahen, A.K. ve Al-Tannir, M. (2018). “Quality of Nursing Work Life and Turnover Intention Among Nurses of Tertiary Care Hospitals in Riyadh: A Cross-Sectional Survey”, MBC Nursing, 17(43).
• Karia, N. ve Asaari M.H. (2006). “The Effects of Total Quality Management Practices on Employees' Work‐Related Attitudes”, The TQM Magazine, 18(1), 30-43.
• Khan, A.M. ve Aleem, M. (2014). “Impact of Job Satisfaction on Employee Turnover: Anempirical Study of Autonomous Medical Institutions of Pakistan”, Journal of International Studies, 7(1), 122-132.
• Kunst, P. ve Lemmink, J. (2000). “Quality management and business performance in hospitals: A search for success parameters”, Total Quality Management, 11(8), 1123-1133.
• Mobaraki, H., Meymandi, R.G., Kamali, M. ve Pourbakht, A. (2017). “The Relationship Between Quality of Work Life and Job Satisfaction Among Audiologists in Iran”, Auditory and Vestibular Research, 26(4), 215-222.
• Morsy, S.M. ve Sabra, H.E. (2015). “Relation Between Quality of Work Life and Nurses Job Satisfaction at Assiut University Hospitals”, Al-Azhar Assıut Medıcal Journal, 13(1), 163-171.
• Mosadeghrad, A.M. (2014). “Strategic Collaborative Quality Management and Employee Job Satisfaction”, International Journal Health Policy Management, 2(4), 167-174.
• Mosadeghrad, A.M. (2015). "Developing and Validating a Total Quality Management Model for Healthcare Organisations", The TQM Journal, 27(5), 544-564.
• Mosadeghrad A.M. ve Yarmohammadian, M.H. (2006). "A Study of Relationship Between Managers' Leadership Style and Employees' Job Satisfaction", Leadership in Health Services, 19(2),11-28.
• Mosadeghrad, A.M. ve Moraes, A. (2009). “Factors Affecting Employees' Job Satisfaction in Public Hospitals: Implications for Recruitment and Retention”, Journal of General Management, 34(4), 51-66.
• Nal, M. ve Nal, B. (2018). “Sağlık Çalışanlarının İş Doyumu Düzeylerinin İncelenmesi: Bir Kamu Hastanesi Örneği”, Ordu Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 8(1), 131-140.
• Nasabi, N.A. ve Bastani, P. (2018). “The Effect of Quality of Work Life and Job Control on Organizational Indifference and Turnover Intention of Nurses: A Cross-Sectional Questionnaire Survey”, Central Europan Journal of Nursing and Midwifery, 9(4), 915-923.
• Navidian, A., Saber, S., Rezvani Amin, M. ve Kianian, T. (2014). “Correlation of Quality of Work Life and Job Satisfaction in Nurses of Kerman University of Medical Sciences”, Journal of Health Promotion Management, 3(2), 7-15.
• Nayak, T. (2016). “Impact of Quality of Work Life on Turnover Intention: A Study on Private Health Care Units in Odisha”, Yayımlanmamış Doktora Tezi, School of Management National Institute of Technology, Rourkela.
• Nuari, N.A. (2016). “Quality Work Life Dan Kepuasan Kerja Perawat Dirumah Sakit Amelia Pare (Quality of Work Life and Job Satisfaction of Nurses in Amelia Hospital Pare)”, Jurnal Ners dan Kebidanan, 3(1), 1-7.
• Oktizulvia, C., Dachriyanus D. ve Vionalisa, V. (2017). “Job Satisfaction Factors and Nurses Intention to Quit in Type C Hospitals”, Journal of Nursing & Care, 6(3).
• Ooi, K.B., Bakar, N.A., Arumugam V., Vellapan'in L. ve Loke A.K.Y. (2007). “Does TQM Influence Employees' Job Satisfaction? An Empirical Case Analysis”, International Journal of Quality & Reliability Management, 24(1), 62-77.
• Örücü, E. ve Özafşarlioğlu, S. (2013). “Örgütsel Adaletin Çalışanların İşten Ayrılma Niyetine Etkisi: Güney Afrika Cumhuriyetinde Bir Uygulama”, Mustafa Kemal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(23), 335-358.
• Patel, G.N. (2009). “Total Quality Management in Healthcare”. Paper Presented at The MIDAS Journal - Medical Imaging and Computing.
• Rahman, M.S., Ferduasy, S. ve Karan, R. (2010). “Role of Quality of Work Life in Job Satisfaction, Job Performance, and Turnover Intention: An Empirical Study”, The Chittagong University Journal of Business Administration, 25, 117-138.
• Rai, G.D. (2018). “The Spillover of Facets of Quality of Work Life on Job Satisfaction”, The Management Accountant, 53(3).
• Raziq, A. ve Maulabakhsh, R. (2015). “Impact of Working Environment on Job Satisfaction”, Procedia Economics and Finance, 23, 717-725.
• Sabancioğullari, S. ve Doğan, S. (2015). “Relationship Between Job Satisfaction, Professional Identity and Intention to Leave the Profession Among Nurses in Turkey”, Journal of Nursing Management, 23(8), 1076-1085.
• Saner, T. ve Eyüpoğlu, Ş.Z. (2012). “The Age and Job Satisfaction Relationship in Higher Education”, Procedia - Social and Behavioral Sciences, 55, 1020-1026.
• Saraji, G.N. ve Dargahi, H. (2006). “Study of Quality of Work Life”, Iranian J Publ Health, 35(4), 8-14.
• Sirgy, M.J., Efraty, D., Siegel, P. ve Lee, D. (2001). “A New Measure of Quality of Work Lİfe (QWL) Based on Need Satisfaction and Spillover Theories”, Social Indicators Research, 55, 241–302.
• Suk, Y.K. (1998). “Measuring the Impact of Total Quality Management (TQM) on Efficiency Using Data Envelopment Analysis (DEA) in the Hospital Industry: The Case of East South-Central Region of the United States”, Yayımlanmamış Doktora Tezi, The University of Mississippi, United State.
• Suri, D. ve Baber, R. (2019, Ocak). “Review Paper on Quality of Work Life”, 10th International Conference on Digital Strategies for Organizational Success, DOI: 10.2139/ssrn.3307722.
• Telli, K.B. (2010). “Özel Hastanelerde Toplam Kalite Yönetiminin Verimlilik Üzerine Etkisi”, Yayımlanmamış Yüksek Lisans Tezi, İstanbul Ticaret Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
• Top, H. (2013). “Sağlık Hizmetlerinde Toplam Kalite Yönetiminin Çalışanlara Etkisi (Kırklareli İli Sağlık Çalışanları Örneği)”, Yayımlanmamış Yüksek Lisans Tezi, Beykent Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
• Türkay, O. (2015). “Çalışma Yaşamı Kalitesinin İş Memnuniyeti ve Bağlılık Üzerine Etkileri: Seyahat Acentaları Üzerine Bir Araştırma”, Celal Bayar Üniversitesi İktisadi İdari Bilimler Fakültesi, Yönetim ve Ekonomi, 22(1), 239-256.
• Tzeng, H.M. (2002). “The Influence of Nurses’ Working Motivation and Job Satisfaction on Intention to Quit: An Empirical Investigation in Taiwan”, International Journal of Nursing Studies, 39(8), 867-878.
• Vroom, V. (1964). “Work and Motivation”, John Wiley and Sons, 91.
• Waghmare, S. ve Dhole, V. (2017). “Quality of Work Life and Influencing Factors. (An Insight from the Literature Review)”, International Journal of Asdvanced Research, 5(5), 1328-1332.
• Weiss, D.J., Dawis, R.V., England, G.W. ve Lofquist, L.H. (1967). “Manual for the Minnesota Satisfaction Questionnaire”, Minnesota Studies in Vocational Rehabilitation.
• West, S.G., Taylor, A.B. ve Wu, W. (2012). “Model Fit and Model Selection in Structural Equation Modeling, Handbook of Structural Equation Modeling”. The Guilford Press, New York-London.
• Winasih, R., Nurselam, N. ve Kurniawati, N.D. (2015). “Cultural Organization and Quality of Nursing Work Life on Nurses Performance and Job Satisfaction in Dr. Soetomo Hospital, Surabaya”, Jurnal Ners, 10(2), 332-342.
• Yaman, A. (2017). “Toplam Kalite Yönetimi Uygulamaları İle İşgören Motivasyonunun İş Tatmini Üzerine Etkilerinin İncelenmesi: Bir Devlet Hastanesinde Araştırma”, Yayımlanmamış Yüksek Lisans Tezi, İstanbul Gelişim Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
• Yadav, R. ve Khanna, A. (2014). “Literature Review on Quality of Work Life and Their Dimensions”, Journal of Humanities and Social Sciences, 19(9), 71-80.
• Yücel, İ. ve Koçak, D. (2018). “İş Tatmini ve İşten Ayrılma Niyeti Arasındaki İlişkide Tükenmişliğin Aracılık Etkisi: Sağlık Sektöründe Bir Çalışma”, MANAS Sosyal Araştırmalar Dergisi, 7(2), 297-321.
• Zarei, E., Zarei, G. ve Marzban, S. (2014). “The Correlation Between Qualityof Working Life and Turnover Intention: A Study Among Employees of Health Centers Affiliated to Shahid Beheshti University of Medical Sciences, Tehran”, Pejouhandeh Shahid Beshti University of Medical Sciences, 19(4), 200-206.