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Journal of Korean Society Quality Assurance Health Care 1997;4(2): 210.
Published online December 30, 1997.
간호사의 환자만족 지향태도에 영향을 미치는 직무관련 요인
이기효1, 김공현1, 손순주2, 양진선3, 권영대4
1인제대학교 보건대학원
3인제대학교 대학원 보건학과
Factors Affecting Willingness to Satisfy Patients among Nurses in Hospitals
Key Hyo Lee1, Kong Hyun Kim1, SoonJu Son2, Jin Sun Yang3, Young Dae Kwon4
1Graduate School of Public Health, Inje University
2Dongrae Bongseng Hospital
3Dept. of Public Health, Graduate School, Inje University
4Korean Institute of Health Services Management
Willingness to satisfy patients(WSP) among nurses is essential to promoting patient satisfaction which is a critical component in the quality of health care and its outcomes. This study was carried out to empirically find out the affecting factors of WSP among nurses in hospital settings.
The model contains seven job relating determinants and two intervening variables as follows: i) job relating variables of professional status, task requirements, pay, physician-nurse interaction, nurse-nurse interaction, organizational policies, and autonomy, ii) intervening variables of job satisfaction and organizational commitment. Data were collected from 205 nurses in two general hospitals owned by one foundation located in Pusan, Korea, using a structured and self-administered questionnaire.
The major results were as follows: First, the results of ANOVA on WPS by personal characteristics showed a statistically significant relationships between WPS and hierarchical orders(p<.01) ana tenure(p<.10). Comparing with the lower orders and shorter tenure, the higher orders and the longer tenure showed better WPS. Second, the results of simple correlation analysis between WPS and determinants and intervening variables showed the following variables, in order of importance, were statistically significant(p<.01): work satisfaction(+), organizational commitment(+), task requirements(+), nurse-interaction(+), professional status(+), physician-nurse interaction(+). Third, the results of path analysis showed that two intervening variables of job satisfaction and organizational commitment, and three determinants of task requirements, professional status, and nurse-nurse interaction had a positively significant direct effect to WPS.
The results suggest that nurses who are more satisfied with task requirements, status, nurse-nurse interaction, overall job satisfaction, and organizational commitment, will behave in ways that patients find more satisfied.
Key words willingness to satisfy patients;patient satisfaction;job organizational commitment;job relating determinants;


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