Korean J Adult Nurs.  2014 Oct;26(5):512-521. 10.7475/kjan.2014.26.5.512.

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

• Kwon KJ
• Chu MS
• Kim JA

• KMID: 2298163
• DOI: http://doi.org/10.7475/kjan.2014.26.5.512

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.

MeSH Terms

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

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