How learning organisation influences staff members' service quality

As a result of the changing medical environment in Taiwan, hospitals encounter increasing competitive pressure. In response to an increasingly competitive environment, hospitals are devoted to improving the quality of service received by the patients. This study explored how learning organisation influences staff members' service quality. A cross-sectional study was performed. The survey sample included three regional teaching hospitals in central Taiwan. A total of 280 questionnaires were distributed; 226 valid questionnaires were returned, resulting in a response rate of 80.71%. 1). The results show the impact of learning organisation on staff members' attitudes toward service quality. 2). When the organisations applied individual learning, it influenced the staff members' service quality with respect to tangibles, reliability, responsiveness, assurance and empathy. 3). When the organisations applied team learning, it influenced the staff members' service quality with respect to tangibles, responsiveness, assurance and empathy. 4). When organisations applied organisational-level learning, it influenced the staff members' service quality with respect to tangibles, reliability, responsiveness, assurance and empathy.