医院服务文化及其与员工满意度关系研究  

Research on the Relationship between Hospital Service Culture and Employee Satisfaction

作　　者：蒋宗顺 张卫国 覃秀学 吴凤萍 

机构地区：[1]柳州市潭中人民医院,广西柳州545007

出　　处：《现代医院》2017年第5期647-650,655,共5页Modern Hospitals

摘　　要：目的本土化地构建医院服务文化模型并探明其与员工满意度的相关性。方法通过质性与量化研究构建出医院服务文化模型,将其制成医院服务文化问卷,并采用满意度量表对样本进行调查分析。结果医院服务文化模型符合建模标准,由归属感、成就感、能力发展、自我调和、人性化、有效沟通、效能性、共赢性所构成;而且这8个因子均与员工满意度呈显著正相关(P<0.01),回归分析显示8因子对员工满意度的预测系数分布在0.062~0.241区间(P<0.05或P<0.01、P<0.001)。结论医院服务文化中的归属感、成就感、能力发展、自我调和、人性化、有效沟通、效能性、共赢性在不同的程度与范围内对员工满意度起正向影响作用而成为预测因子。Objective To explore the relationship between hospital service culture model and the satisfaction degree of employees. Methods To build a hospital service culture model through qualitative and quantitative research and make it into the hospital service culture questionnaire and use the satisfaction scale to investigate and analyze the sample. Results The hospital service culture model conforms to the standard modeling, which consists of a sense of belonging, sense of a-chievement, ability development, self - reconciliation, humanization, effective communication, effective performances and win - win. These eight factors have significant positive correlations with the employee satisfaction （P 〈0. 01）. Regression a-nalysis showed that the 8 factors on employee satisfaction prediction coefficient was between 0. 062 -0. 241 （ P 〈0. 05 or P 〈 0. 01 , P 〈 0. 001） . Conclusion The sense of belonging, sense of achievement, development ability , self - congruity, hu-manity ,effective communication, efficiency and win - win in hospital service culture have become positive predictors in dif-ferent degree and range of employee satisfaction.

关 键 词：医院 服务文化 员工 满意度 关系 

分 类 号：R192[医药卫生—卫生事业管理] R197.3[医药卫生—公共卫生与预防医学]