The effect of quality management and service quality on economic performance in health institutions

In our study, we aimed to learn the opinions of health workers about the quality management, service quality and economic performance of the hospital in which they work. The data of the study was obtained by filling the questionnaire from 200 personnel who were randomly selected from Dicle University Hospitals, academic staff, assistant doctors, nurses, administrative staff and cleaning personnel. The questionnaire consisted of questions investigating the demographic data, service quality, quality efficiency and economic performance of the participants. Of the 200 participants in our study, 103 were female and 97 were male. The mean age of the participants was 38.3 ± 9.4 years. In terms of titles, 31% were administrative staff, 29% were academic staff, 20.5% were nurses and 14.5% were assistant doctors. 29% of the participants were 6-10 years, 26.5% were 11-20 years and 26.5% were 21 years and over. 86% of the participants think that quality management processes increase the service quality. 88.5% of the participants think that quality management revises the systems in the hospital and determines the deficiencies. It has been determined that the rate of improvement in the quality of service increases the motivation of the personnel is 89.5%. A significant number of hospital employees believe that quality management improves service quality, increases employees' income and positively affects patient and staff satisfaction. In order to achieve success in quality management, it is important for the personnel to have regular education and adequate equipment.