Motivación, satisfacción laboral, liderazgo y su relación con la calidad del servicio / Motivation, satisfaction at work, leadership and their relation with the service quality
Rev. cuba. med. mil
;
38(1)ene.-mar. 2009.
Article
in Spanish
| LILACS
| ID: lil-547094
RESUMEN
Se analizó la calidad percibida del servicio hospitalario y su relación con aspectos socio-psicológicos (motivación, satisfacción laboral, liderazgo) en el Hospital Mario Muñoz Monroy. Se determinó el diagnóstico de cada variable y la relación existente entre ellas a partir del empleo de diferentes métodos-técnicas de recogida y análisis de la información (cuestionario, observación, diagrama causa-efecto, entre otras), ademàs de la estadística descriptiva (mediana, percentil) y no paramétrica (correlación de Sperman, Kruskall Wallis). Se empleó el muestreo probabilístico estratificado por afijación proporcional, con 2 estratos clientes internos (médicos, enfermeros) y externos (pacientes, familiares). Se analizaron los indicadores que mßs influyen positiva y negativamente en cada una de las variables estudiadas. Se determinó que la motivación laboral es la variable que mayor correlación tiene con la calidad, seguida de la satisfacción laboral, y por último del liderazgo. Se formularon 5 estrategias que contribuirßn a la elevación de los niveles de cada variable estudiada.
ABSTRACT
The perceived quality of hospital services and its relation with some socio-psychological aspects (motivation, satisfaction at work, leadership) was analyzed at Mario Muñoz Monroy hospital. The diagnosis of each variable as well as the relationship among them was determined using several methods and techniques of data collection and analysis (questionnaire, observation, cause-effect diagram, among others) in addition to the summary (median, percentile) and non-parametric (Spearman´s correlation, Kruskall Wallis´correlation) statistics. Also, stratified probability sampling by proportional affixation using 2 strata internal (physicians, nurses) and external (patients, relatives) users were used. The indicators that most influenced in positive and negative ways on each of the studied variables were examined. It was determined that work motivation is the variable having the highest correlation with quality, followed by satisfaction at work and leadership. Five strategies that will contribute to increasing the levels of each studied variable were put forward.
Full text:
Available
Index:
LILACS (Americas)
Main subject:
Quality of Health Care
/
Job Satisfaction
/
Leadership
/
Motivation
Limits:
Humans
Language:
Spanish
Journal:
Rev. cuba. med. mil
Journal subject:
History of Medicine
/
Military Medicine
Year:
2009
Type:
Article
Affiliation country:
Cuba
Institution/Affiliation country:
Hospital Mario Muñoz Monroy/CU
/
Instituto Superior de Medicina Militar Dr. Luis Díaz Soto/CU
Similar
MEDLINE
...
LILACS
LIS