한국직업건강간호학회지 (Korean Journal of Occupational Health Nursing)

  • 제20권3호
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  • Pages.337-345
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  • 2011
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  • 2287-2531(pISSN)
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  • 2466-1856(eISSN)
한국직업건강간호학회 (Korean Academic Society of Occupational Health Nursing)
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의료기관 종사자의 고객접점 (MOT)서비스교육만족도, 고객지향성 및 서비스몰입 간의 관계

The Relationships among the Service Education Satisfaction, Service Involvement, and Customer Orientation of Hospital Employees

  • 투고 : 2011.10.27
  • 심사 : 2011.11.23
  • 발행 : 2011.11.30
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초록

Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

키워드

참고문헌

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피인용 문헌

  1. 고객만족교육에서 서비스몰입에 영향을 미치는 요인에 관한 연구: 금융기관 종사자를 중심으로 vol.44, pp.1, 2011, https://doi.org/10.7469/jksqm.2016.44.1.121