Abstract Book of the 9th World Conference on Social Sciences
Year: 2025
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Organizational Energy and Its Influence on Quiet Quitting and Service Quality in Hospitals
Mainak Ghosh, Dr. Susmita Mukhopadhyay
ABSTRACT:
The increase in the attrition rate in hospital sector necessitates the need to understand how organizational factors shape workforce engagement and quality of service delivery. This study aims to explore the relationship between organizational energy, quiet quitting, and perceived service quality in hospitals. At first, data were collected from 57 units of multiple hospitals. For measuring Organizational energy, OEQ-12 questionnaire was used and Quiet quitting was measured using a 9-item scale. Service quality perceptions were measured from patients and their families using the SERVPERF instrument. For each unit, responses from 3-5 healthcare professionals and patients were aggregated to get a composite score for each unit. Initial correlation analysis showed significant relationships among the variables. To uncover deeper structural relations, DEMATEL (Decision-Making Trial and Evaluation Laboratory) was applied using dimensions of Organizational Energy, Quiet Quitting and Service Quality. The results indicate that cognitive and spiritual dimensions of organizational energy have the strongest causal impact on quiet quitting. Behavioural and spiritual energy are found to be linked to patient-perceived service quality, especially in the dimensions of empathy and assurance. The study contributes to the fields of organizational behaviour by showing how organizational energy dimensions affect both employee disengagement and service delivery outcomes. These findings provide actionable insights for hospital administrators aiming to enhance frontline engagement and patient satisfaction by offering a novel framework for understanding how to address quiet quitting and improve service excellence in resource-constrained healthcare systems.
Keywords: Assurance; Behavioural Energy; Cognitive Energy; Empathy; Spiritual Energy