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여아람 ( Yeo A-Ram ) - 부산대학교 간호학과
이해정 ( Lee Hae-Jung ) - 부산대학교 간호학과
진혜경 ( Jin Hye-Kyung ) - 부산대학교 간호학과
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Abstract
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Purpose: The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity.
Methods: For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program
using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression.
Results: The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (β=.387) and job stress (β=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (β=.479), education level (β=.196), and turnover intention (β=-.184) significantly explained the variance in nursing productivity (R2=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity.
Conclusion: This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.
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KeyWords
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고객지향성, 생산성, 조직몰입, 직무 스트레스, 이직의도
Customer orientation, Productivity, Organizational commitment, Job stress, Turnover intention
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원문 및 링크아웃 정보
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등재저널 정보
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