Identifying the Components of Institutionalizing Service Culture in the Staff of University of Medical Sciences and Investigating Their Status

The present research was conducted with the aim of identifying the components of institutionalizing service culture in the staff of university of medical sciences and investigating their status.

This study in terms of purpose was applied and in terms of implementation method was descriptive from type of quantitative. The research population was the Staff of University of Medical Sciences of Hrmozgan province in 2018-19 academic years with number of 485 people. The sample size based on Krejcie and Morgan table was estimated to be 215 people who were selected by stratified random sampling method according to the field of work. The research instrument was a researcher-made questionnaire of institutionalize service culture (75 items) that whose content validity was confirmed by experts and its total and dimensions reliability were calculated by Cronbach's alpha method above 0.70. Data were analyzed by exploratory factor analysis and one-sample t-test in SPSS-22 software.

Findings showed that institutionalizing service culture had two dimensions of inter-organizational (with eight components of participatory management, job satisfaction, training and skill, resource management, service quality, leader-employee relationship, job status and employee attitude) and external-organizational (with five components of religious beliefs, demographic variable, cultural differences, personal relationships and perceptions of quality and services. Other findings showed that the mean of both dimensions and all their components was significantly lower than the theoretical mean (P<0.001).

According to the results, planning is necessary to improve the dimensions and components of institutionalizing service culture in the staff of the University of Medical Sciences.