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Keywords: Employee Engagement, Customer Satisfaction, Coworkers, Health Care, My Job, My Supervisor/Manager, My Organisation, My Team/Coworkers, Customer Impact
University: Periyar Maniammai University
Completed Date: 
Abstract: The real value of the organizations has shifted from tangible assets to the intellectual assets. Highly engaged employees make a considerable contribution to the organization and at the same time disengaged employees can be a serious liability. From the available research reports it is found in India the fully engaged employees are in the region of 9 to 17 % and the level of engagement is just above 70%. Based on current employment and economic trends worldwide, examining EE seems relevant considering the reported positive outcomes of an engaged workforce. In this unstable, uncertain business environment, more than any time in recent history, engaging employees more has become a strategic organizational imperative. This research is basically a survey on employee engagement in hospitals of a fast developing rural district of India with 11 government and more than 80 private hospitals. Stratified random and disproportionate convenience sampling techniques were used to select the 35 hospitals and the 506 respondents. All levels of employees were included unlike the earlier researches conducted. An existing standard EE questionnaire combined with a customer perception questionnaire was administered. In analysis, Correlation, Multiple Regression and MANOVA with SPSS; CFA, SEM, Multiple Group Analysis and Bayesian estimation in AMOS were used. By measuring the present levels of engagement which is 82.51 %, identifying customers and coworkers as the most influencing factor for engagement and proving nil significant difference between engagement levels among government and private hospitals the objectives were fulfilled. The study has provided insights and information about EE in hospitals so that the administrators can develop and implement strategies to improve the same thereby increasing employee commitment, service quality and customer satisfaction. A strategic model to improve the engagement level is proposed and thus the ultimate social contribution to provide better health care service to the people will be achiev
Appears in Departments:Department of Management Studies

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01_title.pdfAttached File79.24 kBAdobe PDFView/Open
02_declaration.pdf164.87 kBAdobe PDFView/Open
04_acknowledgment.pdf48.1 kBAdobe PDFView/Open
09_chapter 2.pdf216.77 kBAdobe PDFView/Open
10_chapter 3.pdf3.1 MBAdobe PDFView/Open
11_chapter 4.pdf322.37 kBAdobe PDFView/Open
12_references.pdf380.69 kBAdobe PDFView/Open
13_annexure i.pdf50.56 kBAdobe PDFView/Open
14_annexure ii.pdf170.59 kBAdobe PDFView/Open
15_annexure iii.pdf290.47 kBAdobe PDFView/Open

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