일부 종합병원의 고객만족 정책이 직무 스트레스와 직무 만족에 미치는 영향

Abstract

The purpose of this study is to identify how the Customer Satisfaction (CS) policy affects the employees'level of stress and satisfaction, and to minimize the level of stress, maximize employees' satisfaction, and bring about a fundamental change to the CS policy. The data for this study was collected from 717 employees. The subjects who agreed to participate responded to a survey which was collected and analyzed. These employees work in hospitals that adopted a working CS policy and have more than 250 beds. For data analysis, t-test and ANOVA was used to identify general characteristic, office characteristic, and the stress level according to the CS policy. hierarchical multiple regreeion analysis was used to analyze the effect of stress on the satisfaction of the subjects. The stress level of hospital employees notably differed by gender, highest degree of education, occupation, and position but did not differ by the hospital, period of employment, and costomer reception. The stress level was higher for subjects who had higher responsibility and demand. However, the level of stress and work satisfaction showed an inverse proportion correlation, indicating that under high level of stress, work satisfaction was low. Of the fundamental aspects of CS policy, 'practice & application aptitude' and 'individual aptitude' showed a correlation to work satisfaction, and as the two characteristics of CS policy were high, the level of satisfaction was high as well. According to the result, as eachhospital should continue their CS policy, systematic changes must take place to control the stress level of its employees. Also, voluntaryparticipation of the employees must be encouraged so that their creative insights could be reflected upon the management system. Further studies concerning the CS policy should take a broader view and focus on region, types of hospitals, and occupation. To reveal the exact correlation between the attitude towards the CS policy and work satisfaction and stress, additional studies with more depth is required.

Key world : customer satisfaction(CS) policy, work stress, work satisfaction