Factors influencing service recovery in nursing services

Factors influencing service recovery in nursing services

Service recovery has been an important issue due to broader social and economic context that shows greater demand for health, care and support which conclude that it is critical to study the health care services. Predicting that factors such as top management leadership, teamwork, empowerment, train...

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Main Author: Dayang Nor Sarina, Azzeni
Format: Thesis
Language:eng
eng
Published: 2018
Subjects:
HF5549-5549.5 Personnel Management
Employment
Online Access:https://etd.uum.edu.my/7370/1/s821021_01.pdf
https://etd.uum.edu.my/7370/2/s821021_02.pdf
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malaysian 1
theses 1
id my-uum-etd.7370
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Adam, Mohamad Zainol Abidin
Othman, Maha Mohammed Yusr
topic HF5549-5549.5 Personnel Management
Employment
spellingShingle HF5549-5549.5 Personnel Management
Employment
Dayang Nor Sarina, Azzeni
Factors influencing service recovery in nursing services
description Service recovery has been an important issue due to broader social and economic context that shows greater demand for health, care and support which conclude that it is critical to study the health care services. Predicting that factors such as top management leadership, teamwork, empowerment, training and commitment is critical to be understood because all this factors will affect the motivation and attitude of employees toward service recovery. Furthermore, employee is the only source of sustainable competitive advantage to organisations. Nursing staffs are the one who have variety of jobs to perform and need to juggle with many jobs at many place in the medical profession. Hence, there is no doubt that failure in their service might occur and service recovery is very crucial to make sure that nurses will perform better in service recovery. This study therefore aims to determine the factors influencing service recovery among public nurses. Nurse from public hospitals from various hospitals in Seberang Perai Utara, Pulau Pinang were chosen as respondents for this study. A total number of 400 questionnaires are distributed to respondents using simple random sampling method. Only 368 questionnaires were returned and being used for analysis. The results of correlation analysis and regression analysis both have shown that three independent variables (empowerment, training and commitment) have significant relationship and influenced towards service recovery. In conclusion, the finding in this study shows that nurse’s commitment is the most critical factors in service recovery.
format Thesis
qualification_name masters
qualification_level Master's degree
author Dayang Nor Sarina, Azzeni
author_facet Dayang Nor Sarina, Azzeni
author_sort Dayang Nor Sarina, Azzeni
title Factors influencing service recovery in nursing services
title_short Factors influencing service recovery in nursing services
title_full Factors influencing service recovery in nursing services
title_fullStr Factors influencing service recovery in nursing services
title_full_unstemmed Factors influencing service recovery in nursing services
title_sort factors influencing service recovery in nursing services
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2018
url https://etd.uum.edu.my/7370/1/s821021_01.pdf
https://etd.uum.edu.my/7370/2/s821021_02.pdf
_version_ 1747828207290155008
spelling my-uum-etd.73702021-08-09T06:38:31Z Factors influencing service recovery in nursing services 2018 Dayang Nor Sarina, Azzeni Adam, Mohamad Zainol Abidin Othman, Maha Mohammed Yusr School of Business Management School of Business Management HF5549-5549.5 Personnel Management. Employment Service recovery has been an important issue due to broader social and economic context that shows greater demand for health, care and support which conclude that it is critical to study the health care services. Predicting that factors such as top management leadership, teamwork, empowerment, training and commitment is critical to be understood because all this factors will affect the motivation and attitude of employees toward service recovery. Furthermore, employee is the only source of sustainable competitive advantage to organisations. Nursing staffs are the one who have variety of jobs to perform and need to juggle with many jobs at many place in the medical profession. Hence, there is no doubt that failure in their service might occur and service recovery is very crucial to make sure that nurses will perform better in service recovery. This study therefore aims to determine the factors influencing service recovery among public nurses. Nurse from public hospitals from various hospitals in Seberang Perai Utara, Pulau Pinang were chosen as respondents for this study. A total number of 400 questionnaires are distributed to respondents using simple random sampling method. Only 368 questionnaires were returned and being used for analysis. The results of correlation analysis and regression analysis both have shown that three independent variables (empowerment, training and commitment) have significant relationship and influenced towards service recovery. In conclusion, the finding in this study shows that nurse’s commitment is the most critical factors in service recovery. 2018 Thesis https://etd.uum.edu.my/7370/ https://etd.uum.edu.my/7370/1/s821021_01.pdf text eng public https://etd.uum.edu.my/7370/2/s821021_02.pdf text eng public masters masters Universiti Utara Malaysia Abbas, M. N. (2012). Health care industry: Service failure and recovery. International Journal of Engineering and Science, 1(4), 1–5. Adebanjo, D., & Kehoe, D. (2001). An evaluation of factors influencing teamwork and customer focus. Managing Service Quality, 11(1), 49–56. https://doi.org/10.1108/09604520110359348 Al-graibah, O. B. H., Ali, Z., & Rawshdeh, A. (2014). Factors influencing service recovery performance, (2000). Alfansi, L., & Atmaja, F. T. (2008). Service Failure in the Hospital Industry : The Indonesian Experience Service Failure in the Hospital Industry : The Indonesian Experience, (July), 15–16. Álvarez, L. S., Casielles, R. V., & Martín, A. M. D. 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