A Model of Quality of Work Life, Life Satisfaction and Service Quality
Wan Norhayati Mohamed
Universiti Malaysia Terengganu
The study was conducted with the purpose of identifying the impact of Quality of
Work Life (QWL) on Life Satisfaction (LS) and Service Quality (SQ) among nurses
in the public hospitals. Exploratory factor analysis (EFA) and confirmatory factor
analysis (CFA) were used to examine the internal reliability of a measure and
structural equation modelling (SEM) was used to test the goodness of the proposed
The findings of the study supported the first two proposed hypotheses that postulated firstly, that the higher the perceived QWL, the higher the LS and, secondly, the higher the perceived QWL, the higher the perceived nursing SQ. The third hypothesis stated that the higher the LS, the higher the nursing SQ was not supported. The implication of the study suggests that nursing staff with high
quality of QWL would deliver high SQ and at the same time achieve high LS.
Keywords: Quality of Work Life, Life Satisfaction, Service Quality
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