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Original Article

Factors Associated with Customer Orientation and Nursing Productivity

A-Ram Yeo, Haejung Lee, Hyekyung Jin
Journal of Korean Academy of Nursing Administration 2014;20(2):167-175.
Published online: March 31, 2014

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: October 10, 2013   • Revised: December 21, 2013   • Accepted: February 27, 2014

Copyright © 2014 Korean Academy of Nursing Administration

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.

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  • 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.
  • Key Words: Customer orientation; Productivity; Organizational commitment; Job stress; Turnover intention

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

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

Note. *p=.009.

Table 2
The Levels of Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)
jkana-20-167-i002.jpg
Table 3
3.Correlation among Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)
jkana-20-167-i003.jpg
Table 4
Associated Factors of Customer Orientation of Nurses (N=164)
jkana-20-167-i004.jpg
Table 5
Associated Factors of Nursing Productivity (N=164)
jkana-20-167-i005.jpg

Figure & Data

References

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    Factors Associated with Customer Orientation and Nursing Productivity
    J Korean Acad Nurs Adm. 2014;20(2):167-175.   Published online March 31, 2014
    DOI: https://doi.org/10.11111/jkana.2014.20.2.167
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    Factors Associated with Customer Orientation and Nursing Productivity
    J Korean Acad Nurs Adm. 2014;20(2):167-175.   Published online March 31, 2014
    DOI: https://doi.org/10.11111/jkana.2014.20.2.167
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    Factors Associated with Customer Orientation and Nursing Productivity
    Factors Associated with Customer Orientation and Nursing Productivity

    Levels of Customer Orientation and Nursing Productivity according to Nurses' Characteristics (N=164)

    Note. *p=.009.

    The Levels of Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)

    3.Correlation among Customer Orientation, Nursing Productivity, Organizational Commitment, Job Stress, and Turnover Intention (N=164)

    Associated Factors of Customer Orientation of Nurses (N=164)

    Associated Factors of Nursing Productivity (N=164)
    Table 1 Levels of Customer Orientation and Nursing Productivity according to Nurses' Characteristics (N=164)

    Note. *p=.009.

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

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

    Table 4 Associated Factors of Customer Orientation of Nurses (N=164)

    Table 5 Associated Factors of Nursing Productivity (N=164)

    Table 1

    Table 2

    Table 3

    Table 4

    Table 5

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