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The relationship between social intelligence and service quality in Bandar Abbas hospitals

Number of pages: 90 File Format: word File Code: 31135
Year: 2013 University Degree: Master's degree Category: Management
Tags/Keywords: Business management - Management - Quality of service - Social information processing - Social intelligence - Social skills
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  • Summary of The relationship between social intelligence and service quality in Bandar Abbas hospitals

    Dissertation for Master Degree in Business Administration (M.A)

    Treatment: Marketing

    Abstract

    Following new ideas and research in management, social intelligence has gained great importance in the country. In recent years, several researches have been conducted in this regard, which shows the interest of organizations in this matter. Service quality is one of the classic topics of management to describe the service dimensions. Service quality is one of the most important topics of management, and for years, researchers have been conducting research and new methods in providing services in relation to it. In this research, under the title "Investigation of the relationship between social intelligence and service quality in Bandar Abbas hospitals", the statistical population of 1798 people and a sample of 317 hospital personnel and clients in Bandar Abbas city were selected and the required information was collected through two questionnaires. Data analysis was done by spss software and also by using Spearman's test, as a result of which it was determined that: there is a relationship between social intelligence and service quality; There is a relationship between social information processing and service quality; There is a relationship between social awareness and service quality; There is a relationship between social skills and service quality. Keywords: social intelligence, service quality, social information processing, social skills, social awareness. First chapter: Research overview. does not give Edward Thorndike[2], professor of psychology at Columbia University, wrote in an article in Harper's Monthly Magazine in 1920 that: Individual efficiency is incredibly effective in a person's success in all fields, especially leadership and management. In 1950, David Kessler, the famous psychologist who invented IQ, still knows social intelligence as general intelligence with application in social situations. After more than fifty years of research related to social intelligence, it can be said that this issue has become the focus of attention of psychologists and other researchers in this field (Golman[3], translated by Razmazma 2019, 88).

    Each of us as consumers use services every day. Turning on the light, watching TV, etc. All examples of using individual services. The institution where you are studying is a complex service organization. Because of the variety of services, defining services is often difficult. What makes this more complicated is the fact that due to the intangible nature of most of the data and data, it is often not easy to understand and recognize the ways of performing and providing services. In general, service is work or action in which one party offers to the other party.

    Although this process may be closely related to a physical product, this action is necessarily intangible and usually does not result in the ownership of any of the factors of production (Lovelock and Wright 2012, 44). Bandar Abbas city.

     

    1-3- Statement of the problem

    Early researchers such as Thorndike 3 proposed that social ability is an important element of intelligence, according to Thorndike, social intelligence is the ability to understand others, act and behave intelligently in relation to others. specify We cannot measure general intelligence unless we also have tests and criteria to measure non-intelligence factors. Gardner [4] et al. (2006) proposed 8 different types of intelligence: linguistic or verbal intelligence, musical intelligence, mathematical logic intelligence, spatial intelligence, physical-kinetic intelligence, interpersonal intelligence, intrapersonal intelligence, and naturalistic intelligence. Gardner believes that humans use the intelligence related to that problem for any specific problem. Therefore, educational organizations should take advantage of human and material resources and strive to achieve their goals, so the manager's possession of all kinds of intelligence, especially social intelligence, which is considered one of the most important factors for the growth of the organization, has a significant impact on increasing the efficiency and effectiveness of the organization (Rezaei and Khalilzadeh 2018, 23)..

    In the initial studies related to intelligence and the creation and development of intelligence tests, psychologists did not focus on cognitive skills such as problem solving, cognitive pattern, and memory. As intelligence measurement tools developed, it became clear that intelligence tests measure only a limited subset of the abilities necessary to lead a fully successful life. In the 1980s, psychologists such as Howard Gardner began writing about multiple intelligences in earnest. Gardner claimed that as much as the cognitive abilities measured in standard IQ tests are important in the overall success of life, intrapersonal (relational) intelligences are also important (Wall 2011, 31). What we certainly know about the great and successful leaders of organizations is that they are not necessarily the smartest person in the organization in terms of IQ, but rather they have higher emotional intelligence than others and thus they lead people to the direction they want. It must be said that the secret of their influence on people is this point. The leadership and management of an organization to adapt to changes and in order to survive and grow in new environments requires certain characteristics that managers generally face many problems to answer. One of the most important traits that can help leaders and managers respond to these changes is social intelligence. Social intelligence is one of the effective factors in people's satisfaction. It is certain that the success of organizations and managers always depends on a series of key factors, and the identification and strengthening of such factors will lead to the success of organizations. Managers in every organization are at the top of the organization in order to coordinate and increase the efficiency of the organization's employees and achieve the goals. It is clear that the way organizations are run and the performance of managers will lead to stagnation or social progress (Rezaei and Khalilzadeh 1388, 70).

    Researches have shown that emotional intelligence is more important to a person's success in life than intelligence, people with high emotional competence have better social skills, more stable long-term relationships and more ability to resolve conflicts. Although humans are different in regulating and expressing emotions due to their nature and genetics, learning through education can increase the abilities and skills of people at any level (Soltani Far 1386, 38).

    Observations of occupational health experts show that working conditions not only cause certain occupational diseases, but are also one of the most important factors affecting the health of employees. Based on this, the concept of linking work and health has been gradually formed. While occupational disease is considered as a disease caused by certain factors in the work environment. Health disorders caused by work may have several causes, of which the work environment is one of them with degrees of intensity and weakness (Zand et al. 2017, 67).

    Emotional intelligence or social intelligence is a general word that evokes effective performance. Emotional intelligence can be considered as the ability to understand and control one's emotions and feelings in order to help intellectual, decision-making and communication activities. According to the findings of Goleman (1988), people who have high emotional intelligence know how to control and guide their emotions and feelings. Emotional intelligence is a set of individual skills and talents that implies the ability to understand and understand how emotions and feelings appear or control. A person who has high emotional intelligence also has the necessary talent and skill in the fields of identifying, understanding and controlling emotions (Nuraei and Sa'i 2019, 33).

    Medical team members are obliged to maintain the efficiency and effectiveness of their activities in patient care. They should be able to produce useful activities with reliable results. The hospital, which uses the presence of the medical board for this purpose, adopts clear methods to collect the results of the individual activities of the medical team members. The hospital management is obliged to review the number of doctors' activities in terms of the number of consultations, visits, diagnostic procedures, clinical activities, surgeries and attendance at conferences and presenting research and educational articles based on certain indicators and reflect the results to the board of directors. Experience has shown that the correct reflection of this information to the medical board and the medical executive council and other institutions and responsible authorities has a positive and decisive effect on increasing the efficiency and effectiveness of the medical board.

  • Contents & References of The relationship between social intelligence and service quality in Bandar Abbas hospitals

    List:

    Abstract 1

    First chapter: General research

    1-1- Introduction. 3

    1-2- The title of the research. 3

    1-4- The importance and necessity of research. 6

    1-5- Research objectives. 8

    1-5-1 The main research objectives. 8

    1-5-2 Sub-objectives of the research. 8

    1-6- Research area. 8

    1-6-1 The spatial territory of the research. 8

    1-6-2 Time domain of research. 8

    1-6-3 Subject area of ??research. 8

    1-7- Definitions of words 9

    1-7-1 Theoretical definitions of words 9

    1-7-2 Operational introduction of words 10

    1-8- Types of variables 10

    1-9- Summary. 11

    The second chapter: A review of literature and research background

    2-1- Introduction. 13

    2-2- Intelligence. 14

    2-2-1 Gardner's multiple intelligence theory. 14

    2-2-2 image-spatial intelligence. 14

    2-2-3 verbal-linguistic intelligence. 14

    2-2-4 logical-mathematical intelligence. 15

    2-2-5 Body-kinetic intelligence. 15

    2-2-6 musical intelligence. 15

    2-2-7 interpersonal intelligence. 15

    2-2-8 intrapersonal intelligence. 15

    2-2-9 naturalistic intelligence 15

    2-3- Types of intelligence from the perspective of management. 16

    2-3-1 Cultural intelligence. 16

    2-3-2 organizational intelligence. 17

    2-3-3 spiritual intelligence. 18

    2-4- Application of spiritual intelligence in the work environment. 19

    2-5- Emotional intelligence. 20

    2-5-1 Two main dimensions of emotional intelligence. 20

    2-5-2 Emotional intelligence and market management. 21

    2-6- Interpersonal intelligence and hope and optimism in the service of the market. 23

    2-7- Social intelligence. 24

    2-7-1 Social intelligence models. 26

    2-7-1-1 Marlow and Peretti model. 26

    2-7-1-2 realistic solutions model. 26

    2-7-1-3 Rahim model. 27

    2-7-1-4 The social intelligence model of the current research. 27

    2-8- Quality and service. 28

    2-8-1 The concept of quality. 28

    2-8-2 concept of service. 28

    2-8-3 concept of service quality. 28

    2-8-4 dimensions of customer satisfaction with service quality. 29

    2-8-5 service quality evolutionary management model. 29

    2-8-6 Some service quality models. 30

    2-8-6-1 Seroqual model. 30

    2-8-6-2 Revised Seroqual model. 31

    2-8-6-3 Aldeligan and Battle model. 31

    2-9- Background of the conducted research 31

    2-9-1 Research on social intelligence in Iran. 31

    2-9-2 Research on social intelligence outside of Iran. 32

    2-9-3 research on service quality in Iran. 32

    2-9-4 Research on the quality of services outside of Iran. 33

    2-10- The theoretical framework of the research. 33

    2-11- Conceptual model of research. 34

    2-12- Analytical model of research. 35

    2-13- Summary. 36

    The third chapter: Research methodology

    3-1- Introduction. 38

    3-2- Research process. 39

    3-3- Research method. 39

    3-4- Statistical population. 40

    3-5- Sample volume and sampling method. 40

    3-6- Data collection tools 41

    3-7- How to score questions. 42

    3-8- Data collection method 42

    3-9- Data analysis method 43

    3-10- Summary. 43

    Chapter Four: Analysis of research findings

    4-1- Introduction. 45

    4-2 description of variables 46

    4-2-1 description of social intelligence variable. 46

    4-2-2 Variable description of social information processing. 47

    4-2-3 Description of social consciousness variable. 48

    4-2-4 Description of social skill variable. 49

    4-2-5 variable description of service quality. 50

    4-2-6 Description of response variable. 51

    4-2-7 Description of empathy variable. 52

    4-2-8 Description of the confidence variable. 53

    4-2-9 Description of reliability variable. 54

    4-2-10 Description of the tangibility variable. 55

    4-3-56

    4-3-1 Investigating the relationship between social intelligence and service quality. 56

    4-3-2 Investigating the relationship between social information processing and service quality. 57

    4-3-3 Investigating the relationship between social awareness and service quality. 58

    4-3-4 Investigating the relationship between social skills and service quality. 59

    4-4- Summary. 60

    The fifth chapter: Conclusions and suggestions

    5-1- Introduction. 62

    5-2- Research findings. 63

    5-3- Research assumptions. 64

    5-4- Discussion and review. 65

    5-5- Suggestions. 66

    5-5-1 Suggestions for posterity. 66

    5-6- research limitations. 67

    5-7- Summary.67

    Sources and sources. 68

    List of Persian sources. 68

    List of English sources. 70

    Appendix. 71

    Appendix A) Social intelligence questionnaire. 71

    Appendix B) Service Quality Questionnaire. 72

    Appendix c) Service quality questionnaire. 73

    Appendix D) Social intelligence questionnaire. 74

    Appendix E) Service Quality Questionnaire. 76

    Appendix F) validity and reliability of questionnaires 78

    English abstract. 80

     

     

    Source:

    List of Persian sources

    Azer, Adel. and Ali Mohammad Lo. 2019. Designing a service quality model in the supply chain: explaining the concept of two-way service quality. Business Management Perspective Magazine, No. 1.

    Agha Ahmadi, Gurban Ali, Sabura Halimi. and Saeed Kiadliri. 2018. National Conference on Entrepreneurship and Knowledge-Based Business Management. and Ahmad Merat Nia. 2017. A consolidated model for improving the quality of electronic banking services through continuous service quality measurement and periodic customer satisfaction measurement. 2nd World Conference on Electronic Banking.

    Strett, Emily. (2011). Emotional intelligence (emotional intelligence) from management to leadership. translator; Fath Ali Khani, Mona, Ahrami, Homan. Tehran, Publishing Organization of Industrial Management.

    Iranzadeh, Suleiman., Hossein Amari. and Saeed Mastrim Bakshaish. 2018. Dimensions of service quality in the banking industry: the fitment of the Seroqual service quality model in Pasargad banks in the northwest of the country. Beyond Management Magazine, No. 8.

    Beikzad, Jafar., Zahra Molavi. and Karim Eskandari. 2018. The relationship between electronic services and electronic satisfaction of students of Islamic Azad University, Bonab Branch, Information and Communication Technology Quarterly in Educational Sciences. Number 3.

    Bahrami, Farmarz. 2017. Basics of spiritual intelligence. Mental Health Quarterly, No. 1.

    Sabhani Nejad, Mehdi. and Alireza Yuzbashi. 2017. Emotional intelligence and management in the organization. (Theoretical foundations, educational methods and measurement tools) Management Quarterly, No. 12.

    Sultanifar, Atefeh. 2016. Emotional intelligence. Mental Health Principles Quarterly, No. 35. Hosseini, Mirza Hassan, Mostafa Ahmadinejad. and Samia Qadri. 2018. Investigating and measuring service quality and its relationship with customer satisfaction: a case study of Tejarat Bank. Journal of Business Studies, No. 42.

    Tahiri, Abulqasem. (1385). Research method and etymology. Publications of Payam Noor University, 15th edition.

    Tabarsa, Gholam Ali. and Sakineh Hatami. 2018. Explaining the relationship between organizational intelligence and knowledge creation (case study: employees of an industrial company). Transformation Management Research Journal, No. 7. Tabiei, Seyyed Jamaluddin. and [others]. 2013. Investigating the relationship between the quality of services and the loyalty of the services provided to outpatients referring to the clinics of selected hospitals in Tehran, Journal of Paramedical Faculty of Tehran University of Medical Sciences. Number 3.

    Gholami, Shahram., Homa Ghafourian. and Daud Manavipour. 2018. The relationship between emotional intelligence and managers' performance. Industrial Psychology of Organization Quarterly, No. 6. Rezaei, Akbar. and Ahad Khalilzadeh. 2018. The relationship between managers' social intelligence and school teachers' job satisfaction. Journal of Educational Sciences, No. 7. Rezaei, Akbar. 2009. Troms? social intelligence scale: factor structure and reliability of the Persian version of the scale in the student population. Scientific-Research Quarterly Journal of Tabriz University Psychology, No. 20.

    Rahim Nia, Fariborz., Saeed Mortazavi. and Tubi Delaram. 2018. Investigating the impact of cultural intelligence on managers' task performance (case study: branches of Eketzat Novin Bank in Tehran province). Scientific Research Journal of Tomorrow's Management, No. 22.

    Zand, Farida., Farhad Jamhari. and Beheshte Mirzai. 2017. The relationship between emotional intelligence and conflict management styles. Journal of Thought and Behaviour, No. 8.

    Golman, Daniel. (1389). Social intelligence. translator; Baloch, Hamidreza, Qom: Rukh Mehtab Publishing House.

    Golman, Daniel. (1388). Social intelligence. Translated by Razm Azma, Hoshiar, Tehran: Sepanj Publishing.

    Gorji, Mohammad Baqer. 2017. Examining service quality and its relationship with effectiveness. Management Quarterly, No. 12.

    Lovelock, Christopher. and Lauren Wright. 2013. Principles of marketing and services. translator; Tajzade Namin, Abulfazl. Tehran: Samt.

    Nuraei, Mohammad. and Iraj Saei Ersi. 1389. Quarterly Journal of Behavioral Sciences.

    Wall, Bob. (2011). Emotional intelligence and coaching (emotional intelligence coaching of employees). translator; Gudarzi, Ali Mohammad, Derakhshan, Alireza. Tehran: Nashr Rasa.

    Yarmohamedian, Ahmed. and Haider Sharfi Rad. 2018. Applied sociology.

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