بررسی و اجرای سیستم مدیریت کیفیت (ISO9001-2000) در رضایت پرسنل بیمارستان ها

Survey effect implementations of quality management system
(iso9001-2000) on personnel satisfaction in Tamin Ejtemaee

Abstract
The purpose of this research, determining of exception and perception of
Tamin Ejtemaee hospital staff and effect implementations of quality
management system (iso9001) on personnel satisfaction .for achievement of
this aims were selected 73 people.
This research method based of adjective was applied research and based of
gathering data was descriptive and survey research. Questioner method was
used in this research. For test of instrument validity was used of supervisor and
advisor guides and for reliability was used of korenbakh Alfa.
The result was shown that there are meaningful difference between exception
and perception of Tamin Ejtemaee hospital staff. The most gaps were related
to improvement of life quality and generation of trust between management
and staff. The lost gap was related to increase of hospital validity.
Key words
Quality of services, focus on internal costumer , internal relationship , basics ,
personnel training , ISO 9001

مراجع لاتین
۲۱.Ghobadian Abby and etal , ” service quality concepts and models ” international journal of
quality & reliability management 1994, 43-66
۲۲.Gronroos , ctistion , ” service management and marketing “. Jochn wily & sons, LTD, 2000
۲۳.۶.Harrison , tina ,Financial services marketing ” prentice Hall , Grate Britain , 2000
۲۴.
Lim PC, Tang NK. A study of patients” expectations and satisfaction in Singapore hospitals.
International Journal of Health Care Quality Assurance 2000; 13: 290-99
۲۵.. parasuraman and etal ., “A conceptual model of service quality and The implication for
further Research ” Journal of marketing , vol . 49, Autumn , 1988 , pp.41-50
۲۶.
Roberts, K, Varki, S and Brodie, R(2003) «Measuring quality of relationships in consumer
services: an empirical study», European Journal of Marketing, Vol. 37, No. 1-2
۲۷.Ruyter Kode and etal ., ” Measuring service quality and service satisfaction , An empirical
test of and integrative model ” , journal of economic psychology 1997 , 386-406
۲۸.Yonggui wang etal . , “The antecedents of service quality and product quality and their
influences on bank reputation : evidence from The banking industry in china ” , Managing
service quality 2003 , 72-83
۲۹. Hoskins E, Abdal h. Implementing TQM in a military hospital in Saudi Arabia. Adm
Sci Q. 2000;38(3):74
۳۰.Alexander JA, Fennell ML, Halpern MT. Leadership instability in hospital. Administrative
science Quarterly 1993; 38(1):74-99.