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Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility
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Korean J Adult Nurs : Korean Journal of Adult Nursing

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Original Article

Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility

Kyong Ja Kwon1, Min Sun Chu2, Jung A Kim3
Korean Journal of Adult Nursing 2014;26(5):512-521.
Published online: October 31, 2014

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Corresponding author: Kim, Jung A College of Nursing, Hanyang University, 17 Haengdang-dong, Seongdong-gu, Seoul, 133-791, Korea. Tel: +82-2-2220-0799, Fax: +82-2-2297-8613, E-mail: joyhippo@hanyang.ac.kr
• Received: August 30, 2013   • Accepted: October 9, 2014

Copyright © 2014 Korean Society of Adult Nursing

This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0) which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

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  • Purpose
    This study examined the effect of work environment and job satisfaction on service quality among staff caring for the elderly.
  • Methods
    A convenient sample was 192 staff members from 95 elderly facilities. Data collection occurred from June to July, 2011 using a self-administered questionnaire. Data was analyzed using SPSS/WIN 18.0.
  • Results
    Among the subscales of Work Environment Scale, the self-realization score was the highest followed by workload, nervousness, and conflict. The mean score of job satisfaction was 71.43. Reliability was the highest followed by assurance, empathy, responsiveness, and tangibles. Predictive factors of service quality included self-realization work environment and job satisfaction.
  • Conclusion
    Exploration of strategies to improve the recognition of self-realization work environment and job satisfaction will be necessary in order to increase of service quality among staffs in elderly facility.
  • Key Words: Elderly facility; Job satisfaction; Service quality; Work environment
Table 1.
Characteristics of the Participants (N=192)
Characteristics Categories n (%) or M±SD
Age (year)   45.94±10.01
20~29 14 (7.3)
30~39 29 (15.1)
40~49 77 (40.1)
≥0 72 (37.5)
Gender Male 10 (5.2)
Female 182 (94.8)
Marital status Single 34 (17.7)
Married 158 (82.3)
Education level High school 15 (7.8)
College 84 (43.8)
University 58 (30.2)
Graduate school 35 (18.2)
Occupational position Chief of the facilitty 42 (21.9)
Staff nurse 78 (40.6)
Social worker 35 (18.2)
Others† 37 (19.3)
Job experience (year)‡ (n=188)   2.39±0.74
≤1 30 (15.9)
＞1~≤2 54 (28.8)
＞2~≤3 104 (55.3)
Region Seoul 41 (21.4)
Gyeonggi-do 121 (63.0)
Others § 30 (15.6)
Facility size (resident number) ≤10 4 (2.1)
＞11~≤30 29 (15.1)
＞31~≤50 37 (19.3)
＞51~≤99 58 (30.2)
≥100 64 (33.3)

†Physical therapist (15), occupational therapist (6), nurse aid (16);

‡It is the Work experience since August 2007;

§Busan (1), Incheon (6), Daejeon (1), Chuncheongnam-do (11), Gyeongsangnam-do (11).

Table 2.
Summary of Descriptive for the Study Variables (N=192)
Variables Subscale Numbers of items M±SD† M±SD‡ Rank
Work environment Self-realization 4 14.52±2.29 3.63±0.57 1
Workload 2 6.42±1.23 3.21±0.62 2
Conflict 2 5.01±1.08 2.51±0.54 4
Nervousness 2 5.44±1.40 2.72±0.70 3
Job satisfaction   20 71.43±9.83 3.57±0.49
Service quality Tangibles 4 15.69±2.37 3.92±0.59 5
Reliability 5 20.31±2.81 4.06±0.56 1
Responsiveness 4 15.71±2.71 3.93±0.67 3
Assurance 4 16.19±3.22 4.05±0.57 2
Empathy 5 19.64±2.30 3.93±0.57 3
Total 22 88.03±10.51 4.00±0.47

†M±SD is (summation of items);

‡M±SD is (summation of items / numbers of items).

Table 3.
The Work Environment, Job Satisfaction and Service Quality according to General Characteristics of the Participants (N=192)
Variable Categories Work environment Job satisfaction Service quality
Self realization Workload Conflict Nervousness
M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p)
Age (year) 20~29 3.61±0.52 0.94 3.07±0.61 0.56 2.21±0.61 3.24 2.75±0.61 2.62 72.69±11.52 0.17 3.98±0.35 0.22
30~39 3.49±0.55 (.420) 3.21±0.67 (.638) 2.33±0.57 (.023) 2.55±0.61 (.052) 71.64±9.7 (.910) 3.95±0.67 (.878)
40~49 3.63±0.54   3.18±0.61   2.56±0.50   2.63±0.65   70.85±9.84   3.99±0.41  
≥0 3.70±0.61   3.28±0.61   2.59±0.53   2.90±0.53   71.74±9.71   4.04±0.47  
Gender Male 3.28±0.61 2.04 2.90±0.61 1.64 2.55±0.55 -0.25 2.45±0.68 1.27 73.22±12.48 -0.56 3.93±0.59 0.43
Female 3.65±0.72 (.042) 3.23±0.61 (.101) 2.51±0.54 (.802) 2.74±0.70 (.204) 71.34±9.70 (.576) 4.01±0.46 (.667)
Marital status Single 3.81±0.54 2.00 3.32±0.65 1.14 2.35±0.51 -1.84 2.68±0.61 -0.44 72.94±8.90 0.95 4.13±0.45 1.63
Married 3.59±0.57 (.047) 3.19±0.61 (.253) 2.54±0.54 (.066) 2.74±0.72 (.658) 71.10±10.02 (.340) 3.97±0.48 (.156)
Education level High schoola 3.32±0.60 8.59 3.03±0.35 2.87 2.67±0.45 0.46 2.67±0.74 1.16 67.14±0.85 5.66 3.75±0.51 3.24
Collegeb 3.48±0.53 (＜.001) 3.14±0.67 (.038) 2.49±0.51 (.706) 2.70±0.68 (.324) 69.13±0.88 (.001) 3.98±0.50 (.023)
Universityc 3.73±0.52 a, b＜d 3.20±0.60   2.50±0.61   2.66±0.67   73.20±0.96 a, b＜d 3.99±0.44 a＜d
Graduate schoold 3.96±0.55   3.47±0.55   2.50±0.52   2.93±0.72   76.10±10.83   4.20±0.39  
Occupational position Chief of facilitya 3.96±0.55 6.26 3.53±0.60 7.51 2.59±0.56 2.34 3.00±0.77 4.21 75.92±9.46 5.66 4.16±0.36 2.53
Staff nurseb 3.49±0.53 (＜.001) 3.26±0.56 ( (＜.001) 2.58±0.53 (.074) 2.76±0.62 (.007) 68.36±9.28 (.001) 3.92±0.47 (.059)
Social workerc 3.63±0.53 a＞b 2.96±0.69 a＞c, d 2.33±0.56   2.46±0.65 a＞c 72.97±8.37 a＞b 3.93±0.49  
Othersd 3.60±0.58   3.01±0.50   2.43±0.48   2.62±0.73   71.68±10.79   4.07±0.55  
Job experience ≤1a 3.56±0.56 3.82 3.15±0.64 2.91 2.38±0.73 1.24 2.75±0.70 1.73 67.89±8.27 5.88 3.89±0.56 1.16
＞1~≤2b 3.50±0.57 (.023) 3.08±0.68 (.057) 2.47±0.53 (.290) 2.58±0.76 (.180) 69.33±9.59 (.003) 3.98±0.49 (.316)
＞2~≤3c 3.75±0.53 b＜c 3.32±0.55   2.55±0.48   2.79±0.66   73.74±10.00 a, b＜c 4.05±0.44  
Region Seoula 3.72±0.51 5.11 3.32±0.61 3.27 2.51±0.51 0.01 2.82±0.68 0.91 71.41±9.26 3.44 4.07±0.56 2.14
Gunggidob 3.54±0.54 (.007) 3.13±0.59 (.040) 2.51±0.57 (.996) 2.73±0.69 (.401) 70.38±9.79 (.034) 3.85±0.58 (.120)
Othersc 3.89±0.69 b＜c 3.41±0.69   2.50±0.44   2.59±0.75   75.75±9.87 b＜c 3.99±0.64
Table 4.
Impact Factors on Service Quality (N=192)
Variables B β t p VIF
Education -0.22 -.02 -0.38 .702 1.18
Self realization 1.66 .35 3.96 ＜.001 1.93
Workload 0.32 .04 0.48 .632 1.47
Conflict -0.95 -.09 -1.29 .198 1.36
Nervousness 0.39 .05 0.64 .523 1.45
Job satisfaction 0.33 .30 3.46 .001 1.83
R2=.38, Adj.R2=.36, F=15.22, p＜.001, Durbin-Watson=1.97
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    Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility
    Korean J Adult Nurs. 2014;26(5):512-521.   Published online October 31, 2014
    DOI: https://doi.org/10.7475/kjan.2014.26.5.512
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    Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility
    Korean J Adult Nurs. 2014;26(5):512-521.   Published online October 31, 2014
    DOI: https://doi.org/10.7475/kjan.2014.26.5.512
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    Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility
    Impact of Work Environment and Job Satisfaction on Service Quality among Staff in Elderly Facility

    Characteristics of the Participants (N=192)

    Characteristics Categories n (%) or M±SD
    Age (year)   45.94±10.01
    20~29 14 (7.3)
    30~39 29 (15.1)
    40~49 77 (40.1)
    ≥0 72 (37.5)
    Gender Male 10 (5.2)
    Female 182 (94.8)
    Marital status Single 34 (17.7)
    Married 158 (82.3)
    Education level High school 15 (7.8)
    College 84 (43.8)
    University 58 (30.2)
    Graduate school 35 (18.2)
    Occupational position Chief of the facilitty 42 (21.9)
    Staff nurse 78 (40.6)
    Social worker 35 (18.2)
    Others† 37 (19.3)
    Job experience (year)‡ (n=188)   2.39±0.74
    ≤1 30 (15.9)
    ＞1~≤2 54 (28.8)
    ＞2~≤3 104 (55.3)
    Region Seoul 41 (21.4)
    Gyeonggi-do 121 (63.0)
    Others § 30 (15.6)
    Facility size (resident number) ≤10 4 (2.1)
    ＞11~≤30 29 (15.1)
    ＞31~≤50 37 (19.3)
    ＞51~≤99 58 (30.2)
    ≥100 64 (33.3)

    †Physical therapist (15), occupational therapist (6), nurse aid (16);

    ‡It is the Work experience since August 2007;

    §Busan (1), Incheon (6), Daejeon (1), Chuncheongnam-do (11), Gyeongsangnam-do (11).

    Summary of Descriptive for the Study Variables (N=192)

    Variables Subscale Numbers of items M±SD† M±SD‡ Rank
    Work environment Self-realization 4 14.52±2.29 3.63±0.57 1
    Workload 2 6.42±1.23 3.21±0.62 2
    Conflict 2 5.01±1.08 2.51±0.54 4
    Nervousness 2 5.44±1.40 2.72±0.70 3
    Job satisfaction   20 71.43±9.83 3.57±0.49
    Service quality Tangibles 4 15.69±2.37 3.92±0.59 5
    Reliability 5 20.31±2.81 4.06±0.56 1
    Responsiveness 4 15.71±2.71 3.93±0.67 3
    Assurance 4 16.19±3.22 4.05±0.57 2
    Empathy 5 19.64±2.30 3.93±0.57 3
    Total 22 88.03±10.51 4.00±0.47

    †M±SD is (summation of items);

    ‡M±SD is (summation of items / numbers of items).

    The Work Environment, Job Satisfaction and Service Quality according to General Characteristics of the Participants (N=192)

    Variable Categories Work environment Job satisfaction Service quality
    Self realization Workload Conflict Nervousness
    M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p)
    Age (year) 20~29 3.61±0.52 0.94 3.07±0.61 0.56 2.21±0.61 3.24 2.75±0.61 2.62 72.69±11.52 0.17 3.98±0.35 0.22
    30~39 3.49±0.55 (.420) 3.21±0.67 (.638) 2.33±0.57 (.023) 2.55±0.61 (.052) 71.64±9.7 (.910) 3.95±0.67 (.878)
    40~49 3.63±0.54   3.18±0.61   2.56±0.50   2.63±0.65   70.85±9.84   3.99±0.41  
    ≥0 3.70±0.61   3.28±0.61   2.59±0.53   2.90±0.53   71.74±9.71   4.04±0.47  
    Gender Male 3.28±0.61 2.04 2.90±0.61 1.64 2.55±0.55 -0.25 2.45±0.68 1.27 73.22±12.48 -0.56 3.93±0.59 0.43
    Female 3.65±0.72 (.042) 3.23±0.61 (.101) 2.51±0.54 (.802) 2.74±0.70 (.204) 71.34±9.70 (.576) 4.01±0.46 (.667)
    Marital status Single 3.81±0.54 2.00 3.32±0.65 1.14 2.35±0.51 -1.84 2.68±0.61 -0.44 72.94±8.90 0.95 4.13±0.45 1.63
    Married 3.59±0.57 (.047) 3.19±0.61 (.253) 2.54±0.54 (.066) 2.74±0.72 (.658) 71.10±10.02 (.340) 3.97±0.48 (.156)
    Education level High schoola 3.32±0.60 8.59 3.03±0.35 2.87 2.67±0.45 0.46 2.67±0.74 1.16 67.14±0.85 5.66 3.75±0.51 3.24
    Collegeb 3.48±0.53 (＜.001) 3.14±0.67 (.038) 2.49±0.51 (.706) 2.70±0.68 (.324) 69.13±0.88 (.001) 3.98±0.50 (.023)
    Universityc 3.73±0.52 a, b＜d 3.20±0.60   2.50±0.61   2.66±0.67   73.20±0.96 a, b＜d 3.99±0.44 a＜d
    Graduate schoold 3.96±0.55   3.47±0.55   2.50±0.52   2.93±0.72   76.10±10.83   4.20±0.39  
    Occupational position Chief of facilitya 3.96±0.55 6.26 3.53±0.60 7.51 2.59±0.56 2.34 3.00±0.77 4.21 75.92±9.46 5.66 4.16±0.36 2.53
    Staff nurseb 3.49±0.53 (＜.001) 3.26±0.56 ( (＜.001) 2.58±0.53 (.074) 2.76±0.62 (.007) 68.36±9.28 (.001) 3.92±0.47 (.059)
    Social workerc 3.63±0.53 a＞b 2.96±0.69 a＞c, d 2.33±0.56   2.46±0.65 a＞c 72.97±8.37 a＞b 3.93±0.49  
    Othersd 3.60±0.58   3.01±0.50   2.43±0.48   2.62±0.73   71.68±10.79   4.07±0.55  
    Job experience ≤1a 3.56±0.56 3.82 3.15±0.64 2.91 2.38±0.73 1.24 2.75±0.70 1.73 67.89±8.27 5.88 3.89±0.56 1.16
    ＞1~≤2b 3.50±0.57 (.023) 3.08±0.68 (.057) 2.47±0.53 (.290) 2.58±0.76 (.180) 69.33±9.59 (.003) 3.98±0.49 (.316)
    ＞2~≤3c 3.75±0.53 b＜c 3.32±0.55   2.55±0.48   2.79±0.66   73.74±10.00 a, b＜c 4.05±0.44  
    Region Seoula 3.72±0.51 5.11 3.32±0.61 3.27 2.51±0.51 0.01 2.82±0.68 0.91 71.41±9.26 3.44 4.07±0.56 2.14
    Gunggidob 3.54±0.54 (.007) 3.13±0.59 (.040) 2.51±0.57 (.996) 2.73±0.69 (.401) 70.38±9.79 (.034) 3.85±0.58 (.120)
    Othersc 3.89±0.69 b＜c 3.41±0.69   2.50±0.44   2.59±0.75   75.75±9.87 b＜c 3.99±0.64

    Impact Factors on Service Quality (N=192)

    Variables B β t p VIF
    Education -0.22 -.02 -0.38 .702 1.18
    Self realization 1.66 .35 3.96 ＜.001 1.93
    Workload 0.32 .04 0.48 .632 1.47
    Conflict -0.95 -.09 -1.29 .198 1.36
    Nervousness 0.39 .05 0.64 .523 1.45
    Job satisfaction 0.33 .30 3.46 .001 1.83
    R2=.38, Adj.R2=.36, F=15.22, p＜.001, Durbin-Watson=1.97
    Table 1. Characteristics of the Participants (N=192)

    Physical therapist (15), occupational therapist (6), nurse aid (16);

    It is the Work experience since August 2007;

    Busan (1), Incheon (6), Daejeon (1), Chuncheongnam-do (11), Gyeongsangnam-do (11).

    Table 2. Summary of Descriptive for the Study Variables (N=192)

    M±SD is (summation of items);

    M±SD is (summation of items / numbers of items).

    Table 3. The Work Environment, Job Satisfaction and Service Quality according to General Characteristics of the Participants (N=192)

    Table 4. Impact Factors on Service Quality (N=192)

    Table 1.

    Table 2.

    Table 3.

    Table 4.

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