Designing a Quality-oriented Organizational Structure Model Based on the Emotional Intelligence of the Staff of Imam Khomeini Hospital Complex in Tehran

This study aims to design an organizational structure model based on comprehensive quality and emotional intelligence components in the Imam Khomeini Hospital Complex in Tehran.

This cross-sectional study was based on a questionnaire. The components were determined by library study in the form of the initial proposed model and validation by experts in management and healthcare. The research tools included the measurement of consumers' expectations and understanding, Al Omran hospital service quality indicators, and Salovey and Mir's emotional intelligence feelings. Two hundred seventy-three questionnaires were sent online to the samples with random stratified sampling. Exploratory and confirmatory factors were analyzed to check validity and reliability

Eight components of quality structure dimensions positively affected eight quality service components, and eight components of quality structure dimensions had the greatest impact on "moral obligation,". It had the least impact on "space beauty" among the eight quality service components. All three components of emotional intelligence positively affected eight components of quality structure dimensions and eight components of quality services. However, emotional intelligence had the greatest effect on "determining strategic goals," and the least effect on the "size" of the quality component. Furthermore, the quality service dimension component had the greatest effect on "moral obligation" and the least on "environmental beauty".

Considering the mediating effect of emotional intelligence on the relationship between structure and quality-oriented services, it is necessary to pay attention to the factors affecting the hospitals' organizational structure.