工作滿足對組織承諾與病人滿意度之相關性探討－以台北某區域教學醫院護理人員為例

The Study in the Effect of Job Satisfaction on the Relations of Organization Commitment and Patients' Satisfaction Taking a Taipei District Teaching Hospital's Nurses as an Example

楊建昌(Chien-Chang Yang) ； 彭依雯(Wen-Yi Peng) ； 賴靜莉 ； 陳世欣(Shih-Shin Chen) ； 楊紅玉(Hung-Yu Yang) ； 趙婉青(Wan-Ching Chao)

《醫務管理期刊》 5卷2期 (2004/06) Pp. 152-170

摘要

在經營激烈的醫療環境中，病人滿意是醫院成玫的關鍵因素之一。而有滿意的員工才會有滿意的顧客，故員工的滿意度及對醫院的認同更形重要。本研究目的在探討護理人員工作滿足對組織承諾與其照護病人滿意度之相關性。研究采問卷調查法，於91年4月1日至4月10日以普查方式，樣本來自於北部某區域教學醫院，依研究物件不同，分為護理人員及住院病人兩個群體，在護理人員方面，計回收有效問卷239份，病人方面，計回收有效問卷回收272份。研究結果為：
一、護理人員之工作環境、薪資與升遷滿足與身體護理、心理護理、協助醫療行為、護理人員態度皆呈正相關，且愈高的工作環境、薪資與升遷滿足可顯著提升病人在身體護理、心理護理、協助醫療行為、護理人員態度的滿意度。
二、護理人員之成說與參與滿足與情感性承諾及規範性承諾呈正相關，且愈高的成說與參與滿足可顯著提升其在情感性承諾及規範性承諾的滿意度。
三、建議醫院注重于護理人員的升遷制度、教育訓練、溝通管道及觀念灌輸…等之管理。

關鍵字

工作滿足 ； 組織承諾 ； 滿意度

並列摘要

In the competitive medical management environment, patients' satisfaction is one of the key factors determining hospital's success. However, the employees' job satisfaction affects patients' satisfaction. Therefore, the employees' job satisfaction is more important. The purpose of this research is to study the effect on nurses' job satisfaction on the relations of organization commitment and patients’ satisfaction.
This study was based on collected data from a census survey questionnaire and was researched during April 1 thru April 10, 2002. The sample was drawn from a district and teaching hospital in Northern Taiwan, grouped into nurses and inpatients. Total 239 valid questionnaires from nurses and 272 from inpatient were obtained.
The findings were as below:
(1) The degree of physical nursing, mental nursing, behavior of assisting medical treatment and nurses' attitude was found positively associated with nurses' job satisfaction on job environment, salary and career development. This means that higher degree of nurses' job satisfaction on job environment, salary and career development will bring higher degree of patients' satisfaction on physical nursing, mental nursing, behavior on assisting medical treatment and nurses' attitude.
(2) The degree of emotional commitment and standard commitment was found positively associated with nurses' achievement and participation satisfaction. This means that employees with higher achievement and participation satisfaction were likely to have a higher degree of commitment and normal commitment.
(3) It is recommended that hospitals should provide their employees with a perfect development program on career institution, training, communicating channel, and concept conducting, etc.

並列關鍵字

Job satisfaction ； Organization commitment ； Degree of satisfaction

參考文獻

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