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KMID : 0614820140200020167
Journal of Korean Academy of Nursing Administration
2014 Volume.20 No. 2 p.167 ~ p.175
Factors Associated with Customer Orientation and Nursing Productivity
Yeo A-Ram

Lee Hae-Jung
Jin Hye-Kyung
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 (¥â=.387) and job stress (¥â=.280) significantly explained the variance in customer orientation (R2=15.8). Customer orientation (¥â=.479), education level (¥â=.196), and turnover intention (¥â=-.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.
KEYWORD
Customer orientation, Productivity, Organizational commitment, Job stress, Turnover intention
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