종합병원 간호사의 직무만족이 감정노동과 환자 및 내원객 응대수준에 미치는 영향 = The Effect of the General Hospital Nurses' Job Satisfaction on Emotional labor and Response Level of Patients

다국어 초록 (Multilingual Abstract)

Purpose: This study was conducted to examine the relations among job satisfaction, emotional labor, and response level of patients of general hospital nurses and to investigate the affecting factors on their job satisfaction.
Method: This study was surveyed with structured questionnaires for 450 nurses working at three general hospitals in Seoul from June 12 to 23, 2011. Total 338 questionnaires were used for analysis excluding 12 questionnaires, which showed insincere responses. Data were analyzed using the SPSS 14.0 statistics package with frequency analysis, reliability analysis, t-test, ANOVA, and regression analysis.
Results: In ths study, emotional labor and response level of patient among nurses working at general hospitals had a significant influence on their job satisfaction. Job satisfaction was positively correlated with response to patient. There was a significant negative correlation between job satisfaction and emotional labor, and also between response level of patient and emotional labor. Therefore, the systemic management of job satisfaciton and emotional labor have to be developed to encourage higher job satisfaction, and considered difference according to nurses' age and career experiences.