醫院氛圍對員工工作滿意度之影響研究

Hospital Atmosphere on Job Satisfaction of Employee

蘇惠甘(Hui-Kan Su) ； 陳森基(Sen-Ji Chen) ； 潘豐泉(Frank F. C. Pan)

《寶建醫護與管理雜誌》 10卷2期 (2012/12) Pp. 37-53

https://doi.org/10.29681/PCJHM.201212.0005

摘要

環境氛圍對人的行為之影響十分顯著，環境中之氛圍因素會影響一個人的行為，醫院之氛圍因素，合理推測會影響員工的工作滿意度及顧客知覺價值、忠誠度。根據環境心理學理論，人的行為與環境相關，環境會影響一個人的行為。所以醫院若有一個好的氛圍，病人對醫院會有較高的滿意度，而員工除了滿意度之外，也會有較好的績效與創造性。本研究欲探討醫院氛圍對員工工作滿意度之影響，主要以問卷為測量工具，問卷第一部分為醫院氛圍，採用Turley與Milliman（2000）提出之商店氣氛五大構面為主要依據，第二部分為員工工作滿意度，第三部份為顧客知覺價值，第四部份為顧客忠誠度。樣本為南部某地區醫院之院內員工，有效問卷共220份。統計分析方法包括獨立樣本t檢定、單因子變異數分析、Pearson積差相關分析及迴歸分析，探討醫院氛圍與員工工作滿意度之間的相關性。研究結果推論出醫院氛圍與員工工作滿意度呈現顯著之正相關。故建議管理階層重視醫院氛圍的營造，因為其會影響到員工的工作滿意度，而營造親善的就醫環境，可以改善醫療機構的刻版印象，拉近與顧客之距離，使顧客進入醫院，將心理的負面情緒感受降到最低，進而提高顧客知覺價值及忠誠度。

關鍵字

醫院氛圍 ； 員工工作滿意度 ； 情緒

並列摘要

Literature of environmental psychology indicates that environmental atmosphere significantly impacts people's behavior. It is reasonable to infer that, behaviors of participants (patients and employees) could be affected by the atmosphere of a healthcare institute in the context of healthcare services. This research assumes that the hospital atmosphere may affect employee's job satisfaction on their services to the hospital. In addition, employee's job satisfaction will not only produce better achievements and creativity, but also further reduce the turnover rate and job morality. The study aimed at the influence of hospital atmosphere on employee's job satisfaction. Using a structured questionnaire as measure instrument, this research gathered 220 responses from employees from a southern regional hospital. Statistical analyses include t-test, One-way ANOVA, Pearson relation, and regression to reveal the associations between hospital atmospheric cues and employee's job satisfaction. Research finding suggests that hospital atmosphere can be used to predict the levels of employee's job satisfaction. This research concludes that hospital atmosphere is an important factor to explain and predict job satisfaction of employee. Creating a warm hospital atmosphere may help easing the negative stereotype of a hospital, narrowing the psychic distance among hospital employees. This research urges the top management team of hospital to care the emotion of their employees by creating and maintaining agreeable atmosphere.

並列關鍵字

Hospital atmosphere ； employee job satisfaction ； emotion