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Relative contribution of emotional intelligence indicators in quality of nursing services in Saudi private hospitals at the Eastern province


Reem Nasser Mohammed AL-Dossary

Abstract

The current study aimed to identify the relative contribution of Emotional Intelligence (EI) factors in quality service of nursing in Saudi private hospitals in the Eastern Province. This study depends on the descriptive (analytical) approach. The research community included some Saudi hospitals in the Eastern-Province, the research sample included only Saudi private hospitals in the Eastern Province. For the application of the EI Scale, (170) nurses were recruited among them (40) refused to participate, (20) were off duty during the application, and (10) delivered the scale incomplete. For Service Quality Scale, (230) patients were recruited among them (50) patients refused to participate, (45) were excluded due to old age, and (35) were excluded for reasonable doubt about their responses. Two scales were used for gathering data: Service Quality Scale (SERVQUAL) - Emotional Intelligence Scale (WELIS). Results indicated that increases in EI levels lead to similar increases in service quality in Saudi hospitals. There are statistically significant positive correlations among EI dimensions (SEA – OEA – UOE – ORE) and service quality dimensions (responsiveness – reliability – assurance – empathy – tangibles) with a total value of (0.897). Predicative equation for service quality can be formulated as follows: Service Quality = 12.412 + (0.511 x OEA) + (0.254 x SEA) + (0.109 x UOE) + (0.084 x ORE).


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