Service Quality and Job Satisfaction among Tertiary Healthcare Workers
DOI:
https://doi.org/10.65339/ijsis.V1.I2.60Keywords:
Empathy, Healthcare Workers, Job Satisfaction, Pay and Incentives, Perceived Service Quality Gap, Responsiveness, SERVQUAL, Tertiary HospitalsAbstract
This study examined the relationship between perceived service quality gap and job satisfaction among healthcare workers in selected tertiary hospitals. Anchored in the SERVQUAL framework, the study assessed perceived service quality across tangibles, reliability, responsiveness, assurance, and empathy, while job satisfaction was examined in terms of pay and incentives, opportunities for growth, leadership style, social relations, and work safety and stability. A descriptive-correlational research design was employed, with 135 healthcare workers, including nurses, medical technologists, and other allied health personnel, as respondents. Data were gathered using a structured survey questionnaire adapted from established instruments and analyzed using mean, standard deviation, and Spearman’s rho at the 0.05 level of significance. Results showed an overall high level of perceived service quality, with tangibles receiving the highest mean and empathy the lowest, interpreted as moderate. Job satisfaction was also generally high, with opportunities for growth rated highest and pay and incentives rated lowest. Correlation findings revealed that tangibles, reliability, responsiveness, and empathy had significant positive relationships with job satisfaction, while assurance was not significantly related. The study concludes that improvements in workplace conditions, service delivery systems, responsiveness, and interpersonal support are associated with higher job satisfaction among healthcare workers. It recommends strengthening compensation systems, employee development, leadership practices, workplace support, and empathy-related service practices. The study supports SDG 3, Good Health and Well-Being, and SDG 8, Decent Work and Economic Growth, by addressing healthcare worker well-being and sustainable employment conditions. Its sustainability impact lies in promoting institutional, public health, and socio-economic sustainability through improved employee satisfaction, retention, and healthcare service systems.
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Copyright (c) 2026 Dr. Eric Matthew L. Senerpida, Decem S. Ferrer (Author)
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