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All Journal BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Applied Quantitative Analysis (AQA)
Agyemang, Gertrude
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics Social Sciences

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The Influence of Internal Marketing on Employee Performance in The Ghanaian Public Sector: The Mediating Role of Organizational Commitment Osei, Francis; Owusu, Alfred; Kankam-Kwarteng, Collins; Agyemang, Gertrude
BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Vol. 30, No. 2
Publisher : UI Scholars Hub

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Abstract

This research assessed the influence of internal marketing on employee performance in the public sector of Ghana, as mediated by organizational commitment. This research was conducted on a total of 300 public sector workers in Ghana, of whom 200 responses were received, representing a response rate of 66.6%. Purposive and convenience sampling techniques were adopted. The PLS-SEM technique was implemented to determine the associations among the variables. The research results reveal significant associations among internal marketing, employee performance, and organizational commitment. Moreover, a partial role is played by organizational commitment. The research findings indicate that the public sector, particularly Metropolitan, Municipal, and District Assemblies, should enhance training programs on internal marketing to bridge the knowledge gap between new and old employees. The Metropolitan, Municipal, and District Assemblies in Ghana should implement effective internal marketing practices and policies that increase employee performance for organizational commitment, and the authorities in the public sector, particularly in Metropolitan, Municipal, and District Assemblies, should strategically incorporate internal marketing principles into the organizational culture for organizational performance
Shaping Patient Loyalty through Quality Care: Analyzing Patient Satisfaction in Public Hospitals in Ghana Osei, Francis; Owusu, Alfred; Kankam-Kwarteng, Collins; Agyemang, Gertrude; Owusu, Joyce Dankwah
Applied Quantitative Analysis Vol. 4 No. 2 (2024): July - December 2024
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/quant.2664

Abstract

Public hospitals in Ghana face challenges such as limited resources and inconsistent care delivery, which impact patient satisfaction and loyalty. In this context, enhancing service quality is crucial for retaining patients and improving healthcare outcomes. This study investigates the role of service quality in shaping patient loyalty and explores patient satisfaction as a mediator in selected public hospitals in Ghana using the SERVQUAL model. A survey was conducted among 200 outpatients from five public health facilities in Kumasi, Ghana, between January and February 25, 2024. A quantitative methodology was applied to evaluate how patients' perceptions of service quality influence their loyalty toward public healthcare providers. In order to analyze the data, SPSS and the smart partial least square (PLS) software version 3.0 were used for structural equation modeling (SEM). The findings revealed that communication, the physical environment, and responsiveness significantly affect patient loyalty, whereas factors such as privacy, safety, and a customer-friendly atmosphere do not. Additionally, this study confirmed that patient satisfaction mediates the relationship between service quality and patient loyalty, underscoring the importance of service quality in enhancing both satisfaction and loyalty in health care. Based on these insights, this study recommends that health care institutions improve their service quality to strengthen public healthcare systems. The significance of this paper extends beyond regression analysis, as it also addresses the delayed effects of service quality on patient loyalty, considering both direct and indirect influences in the regression models.
Co-Authors Kankam-Kwarteng, Collins Osei, Francis Owusu, Alfred Owusu, Joyce Dankwah