The relationship between organisational culture and service quality in private hospitals

Abstract

The idea that organisational culture influences service quality, which, in turn, has an effect on both clients and employees, has gained extensive recognition in both academia and organisational practice. This study investigates the influence of organisational culture on service quality in private hospitals in Ghana. A positive organisational culture is significant for every firm as it increases employee commitment and impacts their performance (Fitria, 2018). The study adopted a mixed-methods approach using both qualitative and quantitative data. This study was carried out on a sample of 367 participants using a simple random sampling approach, and 15 participants were selected using a purposive sampling method from selected private hospitals located in Accra, Ghana. The study collected data electronically using both questionnaires and semi-structured interviews. The psychometric properties (validity and reliability) were statistically evaluated using factor analysis and Cronbach’s coefficient alpha, respectively. The quantitative data was evaluated using both descriptive and inferential statistics, and the qualitative data was examined using thematic analyses. There were high perceptions of organisational culture (involvement, consistency, adaptability, and mission) and service quality (reliability, assurance, tangibles, empathy, and responsiveness). This study specifies that there is no significant relationship between organisational culture and service quality in the context of private hospitals in Ghana.