Izvorni znanstveni članak
https://doi.org/10.30924/mjcmi.30.2.3
The interaction effect of the work environment on the relationship between quality of health services and user satisfaction of the tertiary level of healthcare
Aldin Brajić
; International University Travnik, Faculty of Economics, 72270 Travnik Aleja Konzula – Meljanac BB, Bosnia and Herzegovina
*
Saliha Brajić
; NGO EconVita, Bulevar Kralja Tvrtka I 7-B, 72000 Zenica, Bosnia and Herzegovina
* Dopisni autor.
Sažetak
Creating a positive work environment is important for any organization, especially for healthcare organizations. The aim of this study is to investigate the role of the work environment as a moderator between the quality of healthcare services and user satisfaction. A survey was conducted among a sample of 1,022 users of healthcare services, 82 managers and 464 employees of clinical centers in Bosnia and Herzegovina. The tests show that the work environment plays a significant moderating role in the relationship between the quality of healthcare services and user satisfaction. The results highlight the importance of considering workplace factors to improve employee performance in tertiary healthcare institutions. The study indicates that a working environment fostering respect for both workers and managers, reducing stress, and offering greater opportunities for advancement contributes to better service quality and higher user satisfaction with both medical and non-medical services.
Ključne riječi
work environment; internal marketing; quality of healthcare services; user satisfaction; structural equation modeling; moderating influence
Hrčak ID:
336209
URI
Datum izdavanja:
18.9.2025.
Posjeta: 849 *