Examination of the relationship between health care workers' workload perception and service quality perception

This study examines the relationship between healthcare workers' workload perception and service quality perception. A quantitative approach with a correlational survey model was adopted. Data were collected using the Workload Perception and Service Quality Perception Scales and analyzed with SPSS 25. Findings indicate a high workload perception, primarily due to task intensity and working hours, alongside a high service quality perception. Demographic analyses reveal no significant differences across age groups; however, younger employees are more sensitive to human resource practices, and older employees perceive greater benefits from quality practices. No significant gender differences were found in workload or quality perceptions, though female employees report higher managerial and colleague support but lower workplace satisfaction. No significant differences were observed based on tenure or marital status; however, single employees exhibit more positive perceptions of managerial support and workplace environment. Regarding education level, high school graduates report higher workload perceptions but greater satisfaction with support and quality assessments, suggesting that higher education levels correlate with increased expectations. Among professional groups, healthcare workers evaluate unit support and measurement-evaluation more positively than nurses. A moderate positive correlation exists between workload and service quality perceptions, with social support and structural factors positively linked to workload perception. However, increased workload negatively impacts job continuation intention. Balancing workload is critical for employee commitment and sustainable service quality.