의료기관 종사자의 고객접점 (MOT)서비스교육만족도, 고객지향성 및 서비스몰입 간의 관계

• 영문명: The Relationships among the Service Education Satisfaction, Service Involvement, and Customer Orientation of Hospital Employees
• 발행기관: 한국직업건강간호학회
• 저자명: 이승희(Lee, Seung Hee) 최연희(Choi, Yeon Hee)
• 간행물 정보: 『한국직업건강간호학회지』제20권 제3호, 337~345쪽, 전체 9쪽
• 주제분류: 의약학 > 간호학
• 파일형태: PDF
• 발행일자: 2011.11.30

영문 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 18.0 program for Window. 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.

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키워드

고객접점 (MOT)서비스교육만족도 고객지향성 서비스몰입 Education satisfaction Involvement Orientation