Journal of Korean Clinical Nursing Research (임상간호연구)

Hospital Nurses Association (병원간호사회)
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Effects of Compassion Competence and Organizational Commitment on Customer Orientation in Hospital Nurses

병원간호사의 공감역량과 조직몰입이 고객지향성에 미치는 영향

  • Kim, Young Hoi (Department of Nursing, Chungbuk National University Hospital) ;
  • Choi, Mi Young (Department of Nursing Science, Chungbuk National University)
  • Received : 2019.05.10
  • Accepted : 2019.06.24
  • Published : 2019.08.31
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Abstract

Purpose: This study aimed to examine the effects of compassion competence and organizational commitment on customer orientation in hospital nurses. Methods: The participant of this study was 223 nurses who have worked at a tertiary hospital in Chungcheong Province for at least one year. The general characteristics, compassion competence, organizational commitment, and customer orientation of the participants were collected, using self-reported questionnaires, from June 15 to June 29, 2018. The data were analyzed by descriptive statistics, independent t-test, ANOVA ($Scheff{\acute{e}}$ test), Pearson's correlation coefficient, and multiple regression using an SPSS/WIN 22.0 program. Results: Customer orientation was significantly associated with organizational commitment (r=.51, p<.001), and compassion competence (r=.74, p<.001). Compassion competence (${\beta}=.62$, p<.001), organizational commitment (${\beta}=.17$, p=.004), and marital status (${\beta}=.11$, p=.034) were identified as the predictors of customer orientation. These variables explained 59.1% of the variance in customer orientation. Conclusion: This study confirmed that compassion competence and organizational commitment may have an impact on customer orientation in hospital Nurses. Therefore, to improve customer orientation in hospital nurses, it is necessary to develop interventions and education programs considering these factors.

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References

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