Factors Affecting Nurses’ Customer Orientation
نویسندگان
چکیده
This study aimed to identify the factors affecting nurses' customer orientation. A survey was conducted on 440 nurses working for general hospitals in South Korea from November 22 through December 15, 2012, and this study analyzed the data from the questionnaire with SPSS Windows 18.0. Data were analyzed using t-test, analysis of variance, Pearson's correlation, and multiple regression. All factors had a significant correlation with customer orientation. Multiple multiple regression analysis revealed that self-leadership and deep acting was the factor positively influencing nurses’ customer orientation. These factors explained 54.0% of customer orientation. It has important implications in that it suggests a customer orientation prediction model that hospital managers can use as baseline data for nursing human resource management.
منابع مشابه
Factors Affecting Customer Orientation in Iranian Hospitals
Customer orientation is one of the new approaches which is recently considered by the Iranian Healthcare Centers. The present study aims to identify the main factors of customer orientation in Iranian hospitals. The study is done through analysis of a questionnaire designed after recognition of the main variables. Iranian Social Security Organization Hospitals (the major governmental health ins...
متن کاملRanking an Comparing Factors Affecting the Establishment of Customer Relationship Management in the Hospitals Affiliated With Tehran University of Medical Sciences, Iran
Background and Objectives: Today’s world is customer-oriented and customer is the foundation of major activities of firms. The aim of the present study was to rank factors affecting the establishment of customer relationship management (CRM) in the hospitals of Medical Sciences in Tehran.Methods: A total of 290 managers of hospitals of Tehran University o...
متن کاملRelationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.
PURPOSE Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. METHODS The study used a descriptive correlational de...
متن کاملAn investigation of the factors affecting customer satisfaction with electronic banking in Isfahan
The increasing growth and development of communications technology has created a major change indifferent aspects of human life and organizational performance. New technologies have changed function and attitudes of individuals and organizations and have become an important aspect in creating new jobs and innovation in organizations. Development of new phenomena such as electronic business, ele...
متن کاملDevelopment of commercialization of audit profession in iran: an analysis of auditors identity
Development of audit markets and increasing firm’s competition has increased the willingness to commercialization. The motivation for professional and organizational survival is one of the most important and effective factors on this issue. In contrast to previous studies that target the commercialization results of auditing institutions, the present study investigates the effect of potential f...
متن کامل