榮民醫院新進護理人員職前教育訓練、服務行為與工作績效關係之研究

A Study of the Relationships between orientation training ,service behavior ,and job performance of the new nurses in Veteran Hospital.

陳惠紋(Hui-Wen Chen)

指導教授 ： 賴弘基

國立暨南國際大學/教育學院/成人與繼續教育研究所/碩士(2009年)

https://doi.org/10.6837/NCNU.2009.00106

摘要

本研究旨在探討榮民醫院新進護理人員職前教育訓練、服務行為與工作績效之關係。本研究之研究目的有五：（一）瞭解榮民醫院新進護理人員職前教育訓練、服務行為與工作績效的現況。（二）分析不同背景變項之榮民醫院新進護理人員職前教育訓練、服務行為與工作績效的差異情形。（三）探討榮民醫院新進護理人員職前教育訓練與服務行為、工作績效之關係。（四）剖析榮民醫院新進護理人員服務行為與工作績效之關係。（五）探討榮民醫院新進護理人員職前教育訓練對服務行為與工作績效之預測力。本研究之研究工具為參考國內外相關文獻所編制之結構式問卷，問卷內容包含個人背景資料、職前教育訓練量表、服務行為量表以及工作績效量表。研究對象為行政院國軍退除役官兵輔導委員會所屬之十二家榮民醫院之新進護理人員，取樣共139人，有效回收率為88.5％。所得問卷資料以SPSS 12.0軟體，進行百分比、平均值、標準差、t 檢定、單因子變異數分析、Pearson積差相關等統計分析。 資料分析結果歸納之結論如以下九點： 一、榮民醫院新進護理人員職前教育訓練滿意度具備中上程度，尤其 是在「訓練內容」及「訓練遷移設計」構面。 二、榮民醫院新進護理人員服務行為表現具備中上程度，尤其是在 「角色內服務行為」構面。 三、榮民醫院新進護理人員工作績效表現具備中等程度，尤其是在 「主動學習與配合」構面，但可將「工作品質」構面列為加強重 點。 四、個人背景變項並不會影響榮民醫院新進護理人員對職前教育訓練 的滿意度。 五、影響榮民醫院新進護理人員服務行為的因素為婚姻及護理服務總 年資。 六、影響榮民醫院新進護理人員工作績效的因素為年齡、婚姻、護理 服務總年資及醫院等級。 七、榮民醫院新進護理人員對職前教育訓練的滿意度越高，其服務行 為的表現越好，尤以「訓練方式」及「訓練遷移設計」最具預測 力。 八、榮民醫院新進護理人員對職前教育訓練的滿意度越高，其工作績 效的表現越好，尤以「訓練遷移設計」最具預測力。 九、榮民醫院新進護理人員服務行為與工作績效存在著正向的關係， 亦即服務行為表現越好，工作績效就越高；工作績效越高者，其 服務行為表現亦越佳。 根據以上結論，本研究分別針對醫療機構相關單位、新進護理人員及後續研究提出以下的建議： 一、對醫療機構相關單位之建議 （一）有系統、良好規劃的職前訓練課程並定期檢視更新。 （二）針對新進護理人員進行訓練需求分析調查。 （三）建立導師制度，讓新進護理人員好安心。 二、對新進護理人員之建議 （一）勉勵新進護理人員做好角色內服務行為。 （二）提升新進護理人員之角色外服務行為。 三、對後續研究之建議 （一）多方面考量相關的影響因素，將其納入變項中探討。 （二）擴大研究樣本作出更具代表性的研究。 （三）運用質化的方式更深入探討

關鍵字

新進護理人員 ； 職前教育訓練工作績效 ； 服務行為

並列摘要

This research aims at evaluating the relationships among orientation training, service behavior, and job performance of the newly hired nurses in Veteran hospitals. The main purposes of this research are as follows: the situations of newly hired nurses’ orientation training, service behavior, and job performance at Verteran hospitals, analyzing the difference of demographic data on orientation training, service behavior and job performance. Figuring out the correlations between service behavior and job performance and exploring the predictive ability toward service behavior and job performance based on orientation training. Based on the suggestions of research literatures, a structural questionnaire contains personal information, orientation training questionnaire, service behavior questionnaire and job performance questionnaire served as research tool in this study. Participants were 139 newly hired nurses coming from 12 Veterans General Hospitals belong to Veterans Affairs Commission Executive Yuan, R.O.C. served as subjects of this research, and the response rate reached 88.5%.The collected data were processed by SPSS 12.0 with descriptive statistics (percentage, mean, and standard deviation), t-test, one way ANOVA , Pearson product-moment correlation and regression analysis method.
The results revealed are as follows：
1.Above-average satisfactory of orientation training is achieved from newly hired nurses in Veteran hospitals, especially in the dimensions of “training content” and “transfer of training design”.
2.Above-average satisfactory of service behavior is achieved from newly hired nurses in Veteran hospitals, especially in the dimensions of “in-role service behavior”.
3.Average satisfactory of performance is achieved from newly hired nurses in Veteran hospitals, especially in the dimensions of “active learning and collaboration”. The performance quality, however, should be listed as an improving target.
4. Different demographic data has no influence on the satisfactory of orientation training.
5.The factors that influence the newly hired nurses’ service behavior at Verteran hospitals are the marriage situation and total servicing seniority.
6.The factors that influence the newly hired nurses’ jop performance at Verteran hospitals are age, marriage, total servicing seniority and level of hospital.
7. Newly hired nurses in Veteran hospitals show better attitude toward their job satisfaction of the orientation training, service behavior the performance of results is positive. The training method and transfer of training design, in particular, are the strongest predictive factors.
8.Newly hired nurses in Veteran hospitals show better attititde toward their job satisfaction of the orientation training, job performance the performance of results is positivw. The transfer of training design is most significant predictive factor.
9.Another positive correlation between newly hired nurses in Veteran hospitals are service behavior and job performance. The form of the service behavior that ismore positive, job performance score is high; The job performance is better, its service behavior expresses also more positive.
The findings can be served as the references for those correlating medical institutions, newly hired nurses and future research. The suggestions are as follows:
1.Suggestions for medical institutions
(1)Systematic and well-design orientation training updates and checks in regular time span.
(2)Analyzing and investigating the demand of the newly hired nurses.
(3) Build tutor system to the newly hired nurses the newly hired nurses.
2.Suggestions for newly hired nurses
(1)Encouraging the newly hired nurses with well in-role service behavior.
(2)Improving the new-coming nursing staffs’ extra-role service behavior.
3. Suggestions for the future research
(1) Discussing these various factors that affect newly hired nurse trainings.
(2) Expanding research samples to represent more population.
(3) Include a qualitative perspective to increase the depth and range of the research topic.

並列關鍵字

newly hired nurses ； orientation training ； service behavior ； job performance

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