| Keywords |
Clinical nurses ; Interpersonal relationship ; Customer orientation |
| Abstract |
This study was conducted to identify the relationship between interpersonal relationship and customer orientation and the influencing factors to customer orientation in clinical nurses. The participants was 207 clinical nurses working at the general wards of a university hospital. Interpersonal relationship and customer orientation was measured using a Networking and Relationship Building Profile and SERVQUAL(service+quality), consisting 15 items and 19 items separately in a 5-likert scale. Data was collected using a structured survey from April 1st to 20th, 2016 and analyzed using SPSS 21.0. The mean score of nurses' interpersonal relationship was 3.64±0.39 and customer orientation was 3.93±0.44. Positive relationship was identified between interpersonal relationship and customer orientation(r=.48, p<.001). While customer orientation was influenced to interpersonal relationship, age, and subjective health status. Customer orientation could be explained 31% with those factors(F=32.76, p<.001). In order to increase the customer orientation of clinical nurses, it is recommend to develop a strategical program to take granted in interpersonal relationship, age, and subjective health status of clinical nurses. |