The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
권호 표지
DOI QR코드

DOI QR Code

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 -

병원 내부고객 만족경영이 구성원의 직무만족에 미치는 영향 - 조직지원 인식과 조직공정성 지각의 조절효과를 중심으로 -

  • 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)
  • 허종훈 (고신대학교 대학원 보건과학과) ;
  • 지재훈 (동의과학대학교 의무행정과) ;
  • 이선찬 (동원과학기술대학교 보건행정과) ;
  • 장원혁 (고신대학교 대학원 보건과학과) ;
  • 허성은 (인제대학교 대학원 보건학과)
  • Received : 2014.08.10
  • Accepted : 2014.09.22
  • Published : 2014.09.30
Download PDF
⟨ Previous Next ⟩

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

References

  1. J.W. Kim(2008), Influence of Internal Customer Satisfaction Management on Internal Members' Attitudes and Service Quality: With Emphasis on Trust of Leader and Control of Organization Support Awareness, Department of Business Administration Graduate School of Chonnam National University Doctor's Thesis, pp.1-3.
  2. S.M. Lee(2007), The Effect of Customer Satisfaction and Customer Orientation on Service Quality: With Service Encounter Employee, Department of Business Administration Graduate School of Ewha Womans University Master's Thesis, p.2.
  3. J.H. Lee(2008), The Influence of Internal Marketing and Internal Customer Satisfaction on Service Quality in Hospital Settings, Department of Health Administration Graduate School of Public Health Inje University Master's Thesis, p.1.
  4. H.S. Lee, Y. Kim, K.Y. Lee(1998), Mediating Roles of Employees Satisfaction, Customer Satisfaction, and Corporate Image: Market Orientation and Business Performance, The Korean Academic Society of Business Administration, Vol.28(1);75-102.
  5. J. Pfeffer(1994), Competitive Advantage Through People:Unleashing The Power of The Work Force. Boston, Harvard Business School Press in Hardcover, pp.3-67.
  6. J.Y. Kim(2008), The Study on The Effects of Service Business Employees Organizational justice on their Job Satisfaction and Organizational Commitment:Comparison and Research on Service Employees of Five-Star Hotels in Seoul and Casino, Department of Hotel and Tourism Management Major in Hotel Management The Graduate School of Tourism Kyung-Hee University Master's Thesis, p.3.
  7. M. Rafig, P.K. Ahmed(2000), Advance in the Internal Marketing Concept:Definition, Synthesis and Extension, Journal of Services Marketing, Vol.14;6.
  8. D.B. Mcfarlin, F.D. Sweeney(1992), "Distributine and Procedural Justics as Predictors of Satisfaction with Personal and Organizational Outcome", Academy of Management Journal, p.35.
  9. I.Y. Kim(1996), Emperical Study on The Job Satisfaction of Hotel Enterprise Employees and Factors Affecting Their Satisfaction, Department of Business Administration Graduate School, Chungang University Master's Thesis, p.17.
  10. N.J. Allen, J.P. Meyer(1990), The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology, Vol.63;1-18. https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
  11. J.L. Price, C.W. Mueller(1986), Absenteeism and Turnover and work Performance Among Commission Salespeople, Journal of Applied Psychology, Vol.72;615-621.
  12. B.J. Jaworski. A.K. Kohli(1993), Market Orientation: Antecedents and Consequenves, Journal of marketing, Vol.57;53-70. https://doi.org/10.2307/1251854
  13. J. Conduit, F.T. Mavondo(2001), "How Critical is Internal Customer Orientation to Market Orientation?" Journal of Business Research, Vol.51(1);11-24. https://doi.org/10.1016/S0148-2963(99)00044-2
  14. H.K. Jang(2012), The Impacts of Working in the Hospital Empowerment, Job Satisfaction and Organizational Commitment Turnover Intention, The Korean Journal of Health Service Management, Vol.6(1);66.
  15. H.J. Choi, J.H. Ji, Y.S. Park(2012), The Influence of Job Stress on Job Attitude and Moderating Effects of Organizational Support among Hospital Nurses, The Korean Journal of Health Service Management, Vol.6(3);145.
  16. J.E. Jo.(2004), Empirical Study on the Relationship among Internal Marketing, Employee Satisfaction and Service Quality, Business Administration/Major in Marketing Graduate School of Korea University Master's Thesis, p.47.
  17. R. Eisenberger, S. Huntington and D. Sowa(1986), Perceived Organizational Support:Journal of Applied Psychology, Vol.71;500-507. https://doi.org/10.1037/0021-9010.71.3.500
  18. B.G. Jung.(1993) Study of determinants and consequences of perceived justice in human resources management systems, Department of Business Administration Graduate School, Seoul University Doctor's Thesis, pp.130-151.
  19. B.P. Niehoff, R.H. Moorman(1993) "Justice as a Mediator of the Relationship Between Methods of Monitoring and Organization Citizenship Behavior", Academy of Management Journal, Vol.36;527-556. https://doi.org/10.2307/256591