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内部营销和工作满意度对传染病医院护士忠诚度的影响 被引量:2

Impact of internal marketing and job satisfaction on loyalty of nurses of infectious disease hospitals
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摘要 目的探讨内部营销和工作满意度对传染病医院护士忠诚度的影响。方法采用内部营销问卷、组织承诺问卷以及明尼苏达满意度调查表对广州市某传染病医院的252名工作1年以上的注册护士进行问卷调查;采用结构方程模型分析内部营销和工作满意度对传染病医院护士忠诚度的影响。结果内部营销水平与工作满意度及忠诚度呈正相关关系(r值分别为0.232,0.532,均P<0.01),工作满意度和忠诚度呈正相关(r=0.126,P<0.05)。结构方程模型显示,内部营销水平和护士工作满意度对护士忠诚度有影响,内部营销水平对护士工作满意度也有影响。结论内部营销和工作满意度对传染病医院护士忠诚度具有重要的影响。护理管理人员应充分认识到采用内部营销管理策略的重要性,将护士作为内部顾客,提高其对内部营销的满意度,以进一步提高传染病医院护士忠诚度,最终才能真正提高外部顾客(患者)的满意度。 Objective To explore the influence of internal marketing and job satisfaction on loyalty of nurses of infectious disease hospitals. Methods About 252 registered nurses working in an infectious disease hospital in Guangzhou were enrolled in the survey by using internal marketing questionnaires, organizational commitment questionnaires, and Minnesota satisfaction questionnaires.The structural equation model was used to analyze the effects of internal marketing and job satisfaction on their loyalty. Results There was a positive correlation between internal marketing level and job satisfaction(r=0.232, P〈0.01), positive correlation between internal marketing level and loyalty(r=0.532, P〈0.01), positive correlation between job satisfaction and loyalty(r=0.126, P〈0.05). The structural equation model showed that the levels of internal marketing and job satisfaction of nurses rendered an impact on the loyalty of nurses, and the level of internal marketing also had an impact on their job satisfaction. Conclusions Internal marketing and job satisfaction have an important influence on nurse loyalty in infectious disease hospitals. Nursing managers should fully understand the importance of adopting an internal marketing management strategy, use nurses as internal customers, and increase their satisfaction with internal marketing to further increase their loyalty and finally increase external customers(patients).
作者 谢柳昭 罗艳华 张扬 张立威 胡祎兰 陆妃妃 Xie Liuzhao;Luo Yanhua;Zhang Yang;Zhang Liwei;Hu Yilan;Lu Feifei(The 8th People's Hospital,Guangzhou,510060;School of Nursing;School of Public Health,Guangzhou Medical University,Guangzhou,510182,China)
出处 《现代临床护理》 2018年第6期54-59,共6页 Modern Clinical Nursing
基金 广东省医学科研基金课题立项项目 项目编号为B2011132
关键词 传染病医院 护士 内部营销 工作满意度 忠诚度 infectious disease hospitals nurse internal marketing job satisfaction loyalty
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