A Study of Relationship Among Human Resource Management Satisfaction, Job Satisfaction and Customer Satisfaction: The Case of Five Regional (and above) Hospitals in the Taichung

• Main Authors: Ming-hsun Ho, 何明勳
• Other Authors: Ching-Wen Wang
• Format: Others
• Language: zh-TW
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/25753146164598777330

碩士 === 靜宜大學 === 企業管理學系 === 88 === The basic function of a hospital is to satisfy the needs of persons requiring health care services. In order to fulfill this mission, hospitals must use resources in an effective manner. How to use resources to generate the greatest possible benefits and achieve customer satisfaction is the most important strategic issue in hospital management. The goal of this study is to investigate hospital employee job satisfaction regarding human resource management, job satisfaction, the correlation between employee attributes and job satisfaction, the correlation between human resource management satisfaction and job satisfaction, and the correlation between employee job satisfaction and customer satisfaction at five district-level (or above) hospitals in the Taichung area. This study took five regional (or above) hospitals in the Taichung as its parent data source. Two questionnaire surveys were given: The first was aimed at various types of service personnel in the hospitals’ rehabilitation, kidney dialysis, and delivery room units. 15 employees were selected at random in each unit to receive the questionnaire; 217 valid questionnaires were received back. The second was aimed at patients receiving medical services in the above three units at the five hospitals. 15 patients were selected at random in each unit to receive the questionnaire; 217 valid questionnaires were likewise received back. The following discoveries were made from the results if this study: As far as demographic characteristics were concerned, apart from seniority in years and educational attainment─which both had a significant effect on degree of satisfaction─other characteristics had no significant effect on employee job satisfaction. Employees’ personality type (type A/type B) likewise had no significant effect on job satisfaction. There was a significant positive correlation between job satisfaction towards the hospital''''s human resources management and employee job satisfaction. There was a significant correlation between employee job satisfaction and patient satisfaction. There were significant differences between the five hospitals in terms of such factors as employee training, compensation system, external satisfaction, and patient satisfaction. This study therefore recommends that hospital managers employ a variety of internal channels and activities to carefully market their “internal product” of human resource management to their employees, and thereby satisfy the needs and wishes of their internal customers. They should do this in hopes of improving employee job satisfaction and achieving a consensus among all employees, which must be done if it is wished to raise the hospital''''s overall competitiveness. In addition, hospital managers must give constant thought to what types of value their organization can give internal and external service recipients, and use their conclusions as a basis for adjusting their approaches. This is the key to building a successful organization.