SOURCES DE MOTIVATION ET QUALITÉ PERÇUE : RÔLE MÉDIATEUR DE LA SATISFACTION AU TRAVAIL

Abstract

The purpose of this article is to demonstrate the existence or not of the mediating effect of job satisfaction in the relationship between the sources of motivation (training, remuneration and internal communication) and the perceived quality of care. To answer our problematic and to formulate our hypotheses, we started from an eclectic theoretical framework, composed of the basic theories namely: the theory of the resources, that of the human capital and that of the social exchange, being also based on theuniversalist approach. To confirm or refute our hypotheses, we conducted a quantitative study. The latter is of the exploratory type based on the structural equations method (PLS approach). The choice of the two CHU (Rabat and Fez) as a place of investigation is explained by their prominent place in the national health system. The empirical results, calculated on the basis of a heterogeneous sample of 60 physicians and 600 patients, show the existence of a mediating effect of job satisfaction in the relationship between internal communication and perceived quality.

Keywords

• human resource management
• job satisfaction
• perceived quality
• universalist approach
• structural equations
• pls approach