Comparison of Internal Marketing, Job Satisfaction and Customer Orientation of Nurses by Size of Medical Care Institution; Small-medium Hospitals and General Hospitals

Abstract

Purpose: This study was conducted to compare internal marketing, job satisfaction and customer orientation between nurses in small-medium hospitals and nurses in general hospitals. Method: The participants were 470 nurses were working in 8 small-medium hospitals and 5 general hospitals. Data were collected with structured questionnaires in July, 2010, and analyzed using descriptive statistics, χ 2 -test, MANCOVA, t-test, One-way ANOVA, and Scheffe test with PASW (SPSS) 18.0 program. Results: There was no significant difference between small-medium hospital nurses and general hospital nurses in internal marketing and customer orientation. But nurses in small-medium hospitals had higher levels of job satisfaction than general hospital nurses. Conclusions: These findings demonstrate the necessity of developing programs that will help to improve job satisfaction in nurses.서 론 연구의 필요성최근 우리나라 병원들은 소비자 욕구수준의 증가와 의료기관

Job autonomy, perceptions of organizational policy, and the safety performance of nurses

“…In other words, participants' perceptions of the organizational policy were relatively higher for those working in tertiary general hospitals, suggesting that this type of hospital might offer relevant opportunities to their employees. This result is contrary to that of previous studies of Korean nurses (Do & Kim, 2012). The inconsistency is likely due to differences between the two studies because the previous study only examined nurses working at small and medium-sized hospitals, excluding tertiary hospitals.…”

“…However, there were no significant differences based on the type of hospital or number of beds. This finding is consistent with previous findings for Korean nurses (Do & Kim, 2012). This result might be because of nurses' better understanding of the complexity of job autonomy as involving the abilities to direct oneself and make personal decisions and the capacity for rational deliberation.…”

“…Nursing organizations differ depending on hospital size (Do & Kim, 2012), and the data for this study were collected to account for different hospital sizes, such as general hospitals, hospitals, and tertiary hospitals. When classifying Korean hospitals, a general hospital is defined as a hospital with more than seven specialties and over 100 beds, while a hospital is defined as a facility containing over 30 inpatient beds and offers inpatient and outpatient services (Health Service Delivery Profile, 2012).…”

Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses

“…Therefore, the role of OPD nurses has become more complicated [6,7]. Because the OPD nurses are the initial contact persons when patients visit hospitals, they need to have an attitude that seeks to understand patients' various characteristics, needs and service expectations, and to respond adequately, indicating an attitude of customer orientation [8].…”

“…Another individual factor associated with customer orientation is emotional intelligence, which is an ability to identify, assess, and control the emotions of oneself and of others [12e14]. As general characteristics, age and clinical experience also are associated with customer orientation [8,15]. For the relationships among the individual variables, age is not related to emotional intelligence [16].…”