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Journal List > J Korean Acad Nurs Adm > v.20(2) > 1051735

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Yeo, Lee, and Jin: Factors Associated with Customer Orientation and Nursing Productivity
Original Article

Journal of Korean Academy of Nursing Administration 2014; 20(2): 167-175.

Published online: 31 March 2014

DOI: https://doi.org/10.11111/jkana.2014.20.2.167

Factors Associated with Customer Orientation and Nursing Productivity

A-Ram Yeo, Haejung Lee, Hyekyung Jin

College of Nursing, Pusan National University, Korea.

Corresponding author: Lee, Haejung. College of Nursing, Pusan National University, Beomeo-ri, Mulgeum-eup, Yangsan 626-770, Korea. Tel: +82-51-510-8344, Fax: +82-51-510-8308, haejung@pusan.ac.kr

Received 10 October 2013       Revised 21 December 2013       Accepted 27 February 2014

Copyright © 2014 Korean Academy of Nursing Administration

(open-access):

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract

Purpose

The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity.

Methods

For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression.

Results

The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (β=.387) and job stress (β=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (β=.479), education level (β=.196), and turnover intention (β=-.184) significantly explained the variance in nursing productivity (R2=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity.

Conclusion

This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.

Keywords: Customer orientation, Productivity, Organizational commitment, Job stress, Turnover intention

Figures and Tables

Table 1
Levels of Customer Orientation and Nursing Productivity according to Nurses' Characteristics (N=164)
jkana-20-167-i001

Note. *p=.009.

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Table 2
The Levels of Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)
jkana-20-167-i002

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Table 3
3.Correlation among Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)
jkana-20-167-i003

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Table 4
Associated Factors of Customer Orientation of Nurses (N=164)
jkana-20-167-i004

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Table 5
Associated Factors of Nursing Productivity (N=164)
jkana-20-167-i005

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Notes

This manuscript is a revision of the first author's master's theses from Pusan National University.

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