Resumen

HERNANDEZ JUNCO, Varna et al. Motivation, satisfaction at work, leadership and their relation with the service quality. Rev Cub Med Mil [online]. 2009, vol.38, n.1. ISSN 0138-6557.

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.

Palabras clave : Motivation; satisfaction at work; leadership; quality; requirements; dimensions; attributes..

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