Open Access, Peer-reviewed
eISSN 2288-338X
    Korean J Adult Nurs. 2014 Oct;26(5):512-521. Korean.
    Published online Oct 31, 2014.
    https://doi.org/10.7475/kjan.2014.26.5.512
    © 2014 Korean Society of Adult Nursing
    Original Article

    Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility

    Kyong Ja Kwon,1 Min Sun Chu,2 and Jung A Kim3
      • 1Department of Nursing, Hansei University, Gunpo, Korea.
      • 2Seoul Women's College of Nursing, Seoul, Korea.
      • 3College of Nursing, Hanyang University, Seoul, Korea.
    • Corresponding author: Kim, Jung A. College of Nursing, Hanyang University, 17 Haengdang-dong, Seongdong-gu, Seoul, 133-791, Korea. Tel: +82-2-2220-0799, Fax: +82-2-2297-8613, Email: joyhippo@hanyang.ac.kr
    Received August 30, 2013; Revised October 07, 2014; Accepted October 09, 2014.

    Abstract

    Purpose

    This study examined the effect of work environment and job satisfaction on service quality among staff caring for the elderly.

    Methods

    A convenient sample was 192 staff members from 95 elderly facilities. Data collection occurred from June to July, 2011 using a self-administered questionnaire. Data was analyzed using SPSS/WIN 18.0.

    Results

    Among the subscales of Work Environment Scale, the self-realization score was the highest followed by workload, nervousness, and conflict. The mean score of job satisfaction was 71.43. Reliability was the highest followed by assurance, empathy, responsiveness, and tangibles. Predictive factors of service quality included self-realization work environment and job satisfaction.

    Conclusion

    Exploration of strategies to improve the recognition of self-realization work environment and job satisfaction will be necessary in order to increase of service quality among staffs in elderly facility.

    Keywords
    Elderly facility; Job satisfaction; Service quality; Work environment

    Tables

    Table 1
    Characteristics of the Participants (N=192)

    Table 2
    Summary of Descriptive for the Study Variables (N=192)

    Table 3
    The Work Environment, Job Satisfaction and Service Quality according to General Characteristics of the Participants (N=192)

    Table 4
    Impact Factors on Service Quality (N=192)

    Notes

    This study was supported by a grant from the National Research Foundation of Korea under E00094.

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    MeSH Terms
    Aged*
    Anxiety
    Data Collection
    Empathy
    Humans
    Job Satisfaction*
    Surveys and Questionnaires
    Metrics
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