The paper under the study is a research article titled Transformational Leadership and Service Quality in UAE Hospitals. An academic scholar and a hospital official, Naceur Jabnoun from Department of Business Administration, the University of Sharjah, and Aisha Juma Al Rasasi from Medical Records Department, Al-Thaid Hospital, wrote this article. It was published in 2005, and its subjects matter is the concerns management of service quality in UAE hospitals.
The paper investigates the relationship between transformational leadership and service quality through conducting a research of various UAE hospitals. In addition, the paper analyses hospital employees’ perception of dimensions of service quality and those transformational and transactional changes in their leadership. In conclusion, the relationship between service quality dimension and the transformational and transactional leadership is categorically discussed in the paper after an all-inclusive investigation.
A research study was conducted through comprehensive research method comprised of the use of questionnaires addressed to a sample of hospital employees and patients who acted as respondents. The questionnaires in the study were grouped into two.
One group of questionnaires, distributed to patients, addressed service quality by using SERVQUAL, while the next questionnaire was given to the employees from the similar hospitals. The questionnaires were used to address transactional and transformational leadership by means of multilevel management. The keywords or phrases that kept on replicating were transactional leadership, customer service quality, transformational leadership, hospitals and the UAE.
Transformational leadership is defined as a process through which leaders influence radical changes in the behaviors of their followers. Transformational leadership is associated with or concerns the performance and altitudes of employees. According to the paper, service quality has ten determinants which are responsiveness, tangibles, courtesy, reliability, competence, credibility, communication, security, access, and understanding the customers.
In the context of the paper, the statements that are deemed significant include a health care sector where service quality has become a focus of competition among the organizations. The instrument for measuring transformational and transactional leadership known as multifactor leadership questionnaire includes seven factors to check according to the particular type of leadership.
The study reveals a general satisfaction with the services quality rendered to patients. In addition, the employees have a low rating perceptive of their employers regarding the 3 dimensions of leadership.
While reading the research paper, it is clearly articulated and easy to understand everything that is written and explained in the context. The writers clearly and with immense writing experience follow the format of a research paper. The flow of information draws closer understanding of the explanation on the given discussion.
In addition, the use of scientific analysis tools and interpretation facilitate in better understanding and conformation to the details of the research conducted. The ideas presented are common and familiar to me since they are everyday experiences in a majority of hospitals in regard to the service quality in the United Arabs Emirates. In addition, the scenarios of employees with leadership factor are the same in the majority of the industrial sectors.
The research paper is a tremendous piece of writing because the writer uses both the correspondents as well as the patients and the employees to access the quality of services provision, thereby minimizing biases. In addition, the use of sample questionnaires and scientific analysis provides ground to examine the precise truth concerning the conditions in UAE hospitals.
The fact that the writers chose six UAE hospitals for their research study gives us a clear view of what other hospitals in the region are. Moreover, the writers of the article propose some recommendations like training and counseling aiming at averting some of the negative attributes of leadership in the hospitals. However, the authors do not presumably end the study without proper solutions and recommendations for further studies in a bigger sample size; this leaves the study open to other potential scholars.
Application of service quality to the business world is similar to that of the hospitals. The relationship between the employees and the leadership is identical. As a result, many business investments have failed and shown minimal performance due to poor leadership that has resulted in development of unpleasant relationship between employees and their employers.
Practically, following transactional and transformation leadership works for improvement of service quality. Issues, such as training and counseling, help improve the way leaders relate with their employees, hence contributing to conducive working environment and, as a result, increase in the outcomes and profits gained.
The article is an academic paper that every prospective and performing business investor and/or managers from various institutions should read to improve their quality service delivery. It expands the horizon of new business ventures and tactics of management through highlighting crucial guidelines for mangers on the dimensions of leadership.
Enhancement in such dimensions will be as a result of improvement in service quality in the industry or organization. There are multiple learning techniques teaching vital lessons that are relevant in an institution if they are applicable and/or become polices of running an organization.