대학병원 근무 간호사의 성격적 특성, 권한부여 및 고객지향성간의 관계분석 = An Analysis on the Relationship among Personality Traits, Empowerment and Customer Orientation of Nurses in a Teaching Hospital

다국어 초록 (Multilingual Abstract)

To survive in the competitive environment, hospitals pay more attention to patient satisfaction than ever before. Nurses are the employee that have frequent interactions with ptients in a hospital, and therefore, the effective management of nursing staff is crucial to maintain high level of patient satisfaction. Searching for a way to an effective human resource management in nursing, this study attempted to investigate the pre-dispositional factors of customer onentation of registered nurses in a hospital. The customer orientation concept is onginated from marketing literature and defined as the attitude of employee that focus on establishing a long term relationship rather than short term gains in dealing with customers. The study hypothesized that the personal trait of individual and the perceived level of emmwerrnent affect the level of customer orientation of nurses. We tested the hypothesis in a teaching hospital. Three-hundred seventy two nurses were surveyed and 235 responses were collected. Out of the 235 responses, 24 responses were discarded due to the incomplete answers to the questionnaire and 211 responses were analyzed. The data were analyzed using factor analysis and multiple regression analysis. The results showed that the enjoyment dimension of customer orientation was affected by the agreeableness, consciousness, and openness of personal traits and the need dimension of customer orientation was affected by the agreeableness and level of empowerment. Based on the results the research and nursing resources management implications were discussed.