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Effect of Nurse's Professionalism on Customer Orientation, Job Satisfaction and Service Delivery Level in Specialty Hospital

전문병원 간호사의 전문직업성이 직무만족, 고객지향성 및 서비스 수준에 미치는 영향

  • 이정우 (대전대학교 병원경영학과)
  • Received : 2010.09.15
  • Accepted : 2010.11.09
  • Published : 2011.01.28

Abstract

The main purpose of this study is to examine a influence factor of professionalism which is effected on nurse's customer orientation, job satisfaction and service delivery level in specialty hospitals. And this study has reviewed the theoretical background of specialty hospital system, professionalism, customer orientation, job satisfaction and service delivery level, and set up the hypothesis to test the relations with nurse's professionalism, customer orientation, job satisfaction and service delivery level. Data were collected from 142 nurses in 6 specialty hospitals in the Seoul region using a standardized questionnaire. For reliability and appropriateness, Cronbach $\alpha$ and factor analysis and SPSS 12.0K for the actual proof were used. The research findings are summarized below. The professionalism influences positively on the customer orientation and the job satisfaction while it does not on the service delivery level. Also, the customer orientation influences positively on the service delivery level, it does not influence positively on the service delivery level as the research is analyzed. Therefore, the courses that are emphasizing the customer satisfaction and the importance of service should be included in the curriculum of the Department of Nursing Science and the nurses in active service at speciality hospitals should be trained persistently for the importance of customer management.

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