医疗机构员工满意度与经营绩效相关性之实证研究
An Empirical Study on the Relationships between Job Satisfaction and Organizational Performance in Healthcare Settings

作者: 黄维民 , 许恒韶 :台湾中正大学医疗资讯管理研究所;

关键词: 医疗机构工作满意度经营绩效Healthcare Management Job Satisfaction Organizational Performance

摘要: 本研究目的在了解医疗机构中员工的工作满意度对经营绩效之影响。将员工需求及建议作分析,并谋求预防性策略管理,让病患、员工及医院产生良性循环互动,达医院永续经营。研究对象为医院员工,且为实证调查研究。研究结果显示:1) 两年度员工工作满意度:a) 皆以离家近、同事相处融洽、宗教理念相符为员工愿意留在医院服务之主因。b) 工作本身与领导沟通之构面满意度均达六成。c) 员工对工作满意度偏低之变项为护理人员、服务年资介于2~5年者、非主管职、宗教信仰为道教、月收入较低者;2) 第二年度较第一年度工作满意度略为提高;3) 第二年度较第一年度经营绩效之医疗服务量增加。

Abstract:

The purpose was to study the relationships between the job satisfaction and organizational performance. The substantial suggestions of employees and the potential factors of turnover were thoroughly analyzed in this study. Moreover, the managerial strategy to deal with turnover rate and to establish the good compromise between healthcare consumers and providers will be the key concept for the healthcare settings. Therefore, Organizational culture, internal customers’ satisfaction, turnover reduction and healthcare quality are the critical issues needed to be investigated. The research samples were drawn from a certain regional hospital in southern Taiwan. The research design was structured survey study. The significant findings in this study were following: 1) for job satisfaction: a) distances from home, harmony with colleague and religion motivation were the three critical factors to encourage employee to stay b) both job characteristics and leadership/communication were more satisfied rate c) for the dissatisfied staffs, nurses with working experience 2 - 5 years, non-administrative position, non-catholic religion, and low income were dominant subjects; 2) for overall job satisfaction in different years: more satisfaction in the 2nd year than the first year; 3) for organizational performance in different years: more healthcare production in the 2nd year than the first year.

文章引用: 黄维民 , 许恒韶 (2012) 医疗机构员工满意度与经营绩效相关性之实证研究。 现代管理, 2, 150-159. doi: 10.12677/MM.2012.24026

参考文献

[1] 曾伦崇. 医院门诊工作人员工作满意度之研究[J]. 医院, 1997, 30(4): 38-46.

[2] 庄逸洲, 黄崇哲. 医疗机构人力资源管理[M]. 台北: 华杏, 2000.

[3] R. Kaplan, D. Norton. Using the balanced scorecard as a strategic management system. Harvard Business Review, 1996.

[4] 杨建昌, 杨红玉, 赖静莉等. 医院行政人员之压力反应与组织承诺探讨——以台北某医疗机构为例[J]. 医务管理期刊, 2005, 6(2): 173-189.

[5] J. R. Hackman, G. R. Oldham. Development of the job diagnostic survey. Journal of Applied Psychology, 1975, l(60): 159-170.

[6] Manus, John. A clarification on conceptual and methodological issues related to the job characteristic model. Journal of Occupational Management, 1996, 14: 357-367.

[7] J. L. Price, C. W. Mueller. A causal model of turnover for nurse. Academy of Management Journal, 1997, 24: 543-565.

[8] J. R. Hackman, G. R. Oldham. Motivation through the design of work: Test of a theory. Organization Behavior and Human Performance, 1980, 16(13): 250-279.

[9] P. C. Smith, L. Kendall and C. L. Hulin. Cornell studies of job satisfaction. Personnel Psychology, 1998, 165-183.

[10] Patric, Ada, Huda, Jouke. The effect of job characteristics and individual characteristics on job satisfaction and burnout in community nursing. International Journal of Nursing Study, 1996, 133(4): 407-421.

[11] 叶德丰, 刘紫娟, 柯瑞芬等. 公立医院非医师正式人员与临时约聘雇人员之激励态度、工作满意度与离职倾向研究——以某公立区域医院为例[J]. 医护科技, 2004, 6(3): 243-259.

[12] 黄穗芬, 林静娟, 宋琇钰等. 护理人员工作压力、工作满意度、组织承诺和离职倾向关系的探讨[J]. 弘光学报, 2011, 63: 25-34.

[13] Mc., Neese-Smith. Increasing employee productivity, job satis- faction and organizational commitment. Hospital Health Service Administration, 1996, 41(2): 160-175.

[14] 杨树昌, 苏喜. 某些省市立医院组织气候、工作满意度及士气之研究[J]. 中华公共卫生杂志, 1996, 15(2): 162-169.

[15] 王嵩竑. 员工满意度与顾客满意度相关性之研究十七家台湾地区医院之实证分析[D]. 台湾台北大学, 2005.

[16] 于乃玲, 胡瑞桃, 周碧琴等. 某区域医院护理人员工作满意度与留任意愿相关性之探讨[J]. 长庚护理, 1999, 10(3): 28- 36.

[17] 赖慧仙. 医疗机构员工组织承诺、工作压力与工作满意度之相关研究[D]. 中台科技大学, 2009.

[18] 陈潭. 医师人员之工作压力与离职倾向之相关研究[J]. 东海学报, 1996, 37: 1-13.

[19] 朱玉华. 医院组织气氛、员工工作满足与离职倾向之探讨——以台东三家医院为例[D]. 高雄医学大学, 2009.

[20] N. Venkatraman, V. Ramnmujam. Measurement of business per- formance on strategy research: A comparison of approach. Academy of Management Review, 1986, 11(4): 801-804.

[21] J. L. Heskett, T. O. J. Jones, G. W. Loveman, et al. Putting the service-profit chain to work. Harvard Business Review, 1994, 72(2): 166.

[22] 简建忠. 正视人力资源的意义与价值[J]. 人力发展月刊, 1997, 39: 9-13.

分享
Top