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http://dx.doi.org/10.12811/kshsm.2014.8.3.027

A Study on the Effects of the Internal Customer Satisfaction Management on Job Satisfaction at General Hospital - Focused on the Moderating Effect by the Organizational Support Awareness and Organizational Justice -  

Heo, Jong-Hun (Department of Health Sciences, Graduate School, Kosin University)
Ji, Jae-Hoon (Department of Medical Administration, Dong-Eui Institute of Technology)
Yi, Sun-Chan (Department of Health Administration, Dong-Won Institute of Science and Technology)
Hyuk, Jang-Won (Department of Health Sciences, Graduate School, Kosin University)
Heo, Seong-Eun (Department of Public Health, Graduate School, Inje University)
Publication Information
The Korean Journal of Health Service Management / v.8, no.3, 2014 , pp. 27-38 More about this Journal
Abstract
The purpose of this study is proving the effects of the internal customer satisfaction management on worker's job satisfaction at general hospital. In the relationship between the management and the satisfaction, the study also finds the moderating effect of the organizational support awareness and the organizational justice. For this study, it was surveyed targeting 270 employees who work in seven general hospitals in Busan. As the result, 246 questionnaires returned. All of these questionnaires were used in the final analysis. The method of analysis is descriptive statistics using SPSS VER. 18.0, correlation analysis, regression analysis, factor analysis and reliability analysis. The main results of empirical analysis were as follows: First, in the effect of the internal customer satisfaction management to worker's job satisfaction, it has positive effect to internal communication and the commission of authority and it has positive effect to worker's job satisfaction. Second, the organizational support awareness & the organizational justice have moderating effect on the relationship between the internal customer satisfaction management and worker's job satisfaction. Third, the study proves that supporting management hierarchy shows positive effects for all socio-demographic characteristics in the organizational support awareness and the organizational justice.
Keywords
General hospital; Internal Customer Satisfaction; Job Satisfaction; the Organization Support Awareness; Organizational Justice;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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