임상간호사가 지각한 공정성, 조직몰입, 고객지향성과의 관계 연구

Abstract

This study aims to provide the basic data to improve the organizational commitment and the customer orientation of nurses by investigating the degrees of the equity, the organizational commitment and the customer orientation and their interrelation. Data collection had carried out from Oct 30th, 2007 to Nov 5th, 2007 using the organized questionnaire and the nurses working in general hospitals were subjected to this research. For the investigation methods, the equity index by Mooman(1991), the organizational commitment index by Mowday(1979) and the customer orientation index by Parsuraman, Zeithmal and Berry(1988) were used. As the data analysis, using the SPSS Win 12.0, Pearson correlation coefficient for the interrelation between variables was used. T-test and ANOVA were used to estimate the degree of the perception of variables in accordance with the general characteristics and finally Scheffe test was carried out to appraise the results. The summary of the study is given as follows. 1. As for the general characteristics of the subjects, the average age was 30.2 while the range between 26~35 took the largest portion with 54.4%. For marriage status, single was 56.7% and the percentage who has religion was 57.8%. For the academic background, the graduates of 3-year program in nursing college were 67.8%. For the job position, general nurse was 91.1% and for the working department, the general ward was 54.4%. For the length of service, the below 3 years was 40% and average was 7 years. 2. The degree of equity recognized by clinic nurses was 3.05 on average, and by each subcategory, the interactive equity was 3.58 on average, the distribution equity was 2.90 on average, the process equity was 2.64 on average, the organizational commitment was 3.09 on average, and the customer orientation appeared to be 3.54 on average. 3. The equity recognized by clinic nurses showed a positive significant interrelation with the organizational commitment(r=.635, p=.000) and with the customer orientation(r=.214, p=.043). And the organizational commitment appeared to have a statistically positive significant interrelation with the customer orientation(r=.422, p=.000). 4. The interrelation of each subcategory of the equity, the organizational commitment and the customer orientation recognized by clinic nurses showed a significant record in the range of (r=.225 ~ .843) 5. There wasn't a significant difference in accordance with the general characteristics. The organizational commitment showed a significant difference depending on the academic backgrounds, the job position and the length of service where the customer orientation appeared to have a statistically significant difference in accordance with the age and the length of service. In summary, since the clinic nurses showed a significant relationship between their realized equality, organizational commitment, and customer orientation, it is necessary to develop a solution for increasing the equality and organizational commitment of the clinic nurses in order to improve their orientation toward customers. Also, among the subordinate concepts of equality, since the procedural equality has been shown relatively low compared to the distributive equality and the interactive equality, it is necessary to establish an organizational management strategy for improving the procedural equality first in human resource management and nurse management.