Nurses' Emotional Intelligence Impact on the Quality of Hospital Services

AUTHORS

Mohammad Ranjbar Ezzatabadi 1 , Mohammad Amin Bahrami 1 , * , Farzaneh Hadizadeh 1 , Masoomeh Arab 1 , Soheyla Nasiri 1 , Mohammadreza Amiresmaili 2 , Gholamreza Ahmadi Tehrani 1

1 Shahid Sadoughi University of Medical Sciences, [email protected], Yazd, IR Iran

2 Medical Informatics Research Center, Kerman University of Medical Sciences, IR Iran

How to Cite: Ranjbar Ezzatabadi M, Bahrami M A, Hadizadeh F, Arab M, Nasiri S, et al. Nurses' Emotional Intelligence Impact on the Quality of Hospital Services, Iran Red Crescent Med J. Online ahead of Print ; 14(12):758-63. doi: 10.5812/ircmj.926.

ARTICLE INFORMATION

Iranian Red Crescent Medical Journal: 14 (12); 758-63
Published Online: December 6, 2012
Article Type: Research Article
Received: February 21, 2011
Accepted: May 19, 2012
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Abstract

Background: Emotional intelligence is the potential to feel, use, communicate, recognize, remember, describe, identify, learn from, manage, understand and explain emotions. Service quality also can be defined as the post-consumption assessment of the services by consumers that are determined by many variables.

Objectives: This study was aimed to determine the nurses emotional intelligence impact on the delivered services quality.

Materials and Methods: This descriptive - applied study was carried out through a cross-sectional method in 2010. The research had 2 populations comprising of patients admitted to three academic hospitals of Yazd and the hospital nurses. Sample size was calculated by sample size formula for unlimited (patients) and limited (nursing staff) populations and obtained with stratified- random method. The data was collected by 4 valid questionnaires.

Results: The results of study indicated that nurses' emotional intelligence has a direct effect on the hospital services quality. The study also revealed that nurse's job satisfaction and communication skills have an intermediate role in the emotional intelligence and service quality relation.

Conclusions: This paper reports a new determinant of hospital services quality.

Keywords

Emotional Intelligence Job Satisfaction Communication

© 2012, Author(s). This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/) which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.

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