医院职工满意度和忠诚度影响因素分析

Analysis of Influencing Factors on Satisfaction and Loyalty of Hospital Workers

目的找出影响医院职工满意度和忠诚度的影响因素并提出对策。方法自行设计问卷并于2015年5月和2016年7月对职工分层抽样进行调研,采用SPSS 22.0软件进行结果分析。结果经统计分析将问卷59项问项聚成有形性、可靠性、呼应性、支持度、转换成本、满意度和忠诚度等7个维度。支持度对职工满意度、忠诚度影响最大。在编、中级职称者满意度低,科研、后勤及高级职称者忠诚度高。所有职工2016年满意度和忠诚度较2015年显著提高(P<0.05)。结论医院通过改革与转型,大胆创新,实行绩效改革,不拘一格用人才,推动科室间的合作与联动,多方支持等一系列质量管理措施,提高了医院职工满意度和忠诚度。

Objective To analyze factors affecting the satisfaction and loyalty of hospital staff and put forward countermeasures.Methods A stratified sampling method was used to recruit employee for self-developed questionnaire survey in May 2015 and July 2016, respectively. The results were analyzed by SPSS 22.0 software. Results The 59 i tems in the questionnaire were divided into seven dimensions： tangibility, reliability, connection, support level, conver- sion cost, satisfaction and loyalty. Support level had the greatest impact on employee satisfaction and loyalty. Among the participants, those with intermediate grade had low satisfaction, and scientific, loyalty. The satisfaction and loyalty of all employees in 2016 were significantly logi high stics and senior titles staff had high er than those in 2015 （P〈0.05） Conclusion The hospital a series of quality management measures, including reform and transformation with bold inno vation, implementation of performance reform, eclectic using of talent, promoting cooperation and linkage between de partments, and multi-support, etc., which improved the satisfaction and loyalty of hospital staff