The relationship between organisational culture and service quality in private hospitals

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Abstract

The idea that organisational culture influences service quality, which, in turn, has an effect on both clients and employees, has gained extensive recognition in both academia and organisational practice. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. A positive organisational culture is significant for every firm as it increases employee commitment and impacts their performance (Fitria, 2018). The study adopted a mixed-methods approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach, and 15 participants were selected using a purposive sampling method from selected private hospitals located in Accra, Ghana. The study collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using factor analysis and Cronbach’s coefficient alpha, respectively. The quantitative data was evaluated using both descriptive and inferential statistics, and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, and mission) and service quality (reliability, assurance, tangibles, empathy, and responsiveness). This study specifies that there is no significant relationship between organisational culture and service quality in the context of private hospitals in Ghana.

Keywords: Organisational Culture, Service Quality, Private Hospitals, Mixed Approach, Ghana

Authors’ individual contribution: Conceptualization — N.A. and S.B.P.; Methodology — N.A. and S.B.P.; Validation — N.A.; Formal Analysis — N.A. and S.B.P.; Investigation — N.A.; Resources — N.A. and S.B.P.; Data Curation — N.A.; Writing — Original Draft — N.A.; Writing — Review & Editing — S.B.P.; Visualization — S.B.P.; Supervision — S.B.P.; Project Administration — N.A.; Funding Acquisition — N.A. and S.B.P.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: I10, 015, L24

Received: 24.03.2023
Accepted: 14.12.2023
Published online: 18.12.2023

How to cite this paper: Ashley, N., & Brijball Parumasur, S. (2023). The relationship between organisational culture and service quality in private hospitals [Special issue]. Corporate Governance and Organizational Behavior Review, 7(4), 380–393. https://doi.org/10.22495/cgobrv7i4sip16