Association between Emotional Intelligence and Quality of Service Delivery of Health Care Providers
Message:
Article Type:
Research/Original Article (دارای رتبه معتبر)
Abstract:
Introduction and purpose

Emotional intelligence has a crucial role in organizational performance, especially in the health domains facing high levels of emotions and challenges. Given that emotional intelligence is a skill based on competency that can be learned, it provides training in specific competencies causing the expansion and improvement of quality performance. In this regard, the present study aimed to investigate the effect of emotional intelligence on the quality of service delivery of health care providers.

Methods

The present descriptive-analytical study was conducted in regions supported by Tehran University of Medical Sciences, Tehran, Iran, in 2019. A total of 500 individuals (including 250 health care providers and 250 clients of the health centers) were selected using random cluster sampling. Two valid questionnaires were used for data gathering, namely Schering’s Emotional Intelligence and SERVQUAL. The data were analyzed using descriptive statistics, two-way analysis of variance (ANOVA), and correlation and regression analyses in SPSS software (version 21).

Results

 The results of the present study showed a significant positive relationship between emotional intelligence and quality of services (r=0.45; P=0.001). The dimensions determined the relationships respectively between self-awareness with responsiveness, assurance, reliability, empathy, and tangibles. Regression results also showed that 20% of the changes in the service quality variable based on the emotional intelligence of health care providers can be explained. Two-way ANOVA demonstrated that the interactive effect of age and experience on emotional intelligence was significant (P<0.01).

Conclusion

Considering the impact of the quality of service delivery in the health system on all aspects of personal and social life, paying attention and providing training of emotional intelligence dimensions for health care providers can improve the quality of service delivery and satisfaction.

Language:
Persian
Published:
Journal of Health Research in Community, Volume:6 Issue: 4, 2021
Pages:
63 to 74
magiran.com/p2260001  
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یک‌ساله به مبلغ 990,000ريال می‌توانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
توجه!
  • حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران می‌شود.
  • پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانه‌های چاپی و دیجیتال را به کاربر نمی‌دهد.
دسترسی سراسری کاربران دانشگاه پیام نور!
اعضای هیئت علمی و دانشجویان دانشگاه پیام نور در سراسر کشور، در صورت ثبت نام با ایمیل دانشگاهی، تا پایان فروردین ماه 1403 به مقالات سایت دسترسی خواهند داشت!
In order to view content subscription is required

Personal subscription
Subscribe magiran.com for 50 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!