An investigation of the relationship of nurses’ perceptions of human resource practices and autonomy in practice and patients’ perceptions of satisfaction with nursing care and organizational climate for service
Barbara A Niedz, PhD, RN, CPHQ
Visits vs Downloads
Visitors - World Map
Top Visiting Countries
Top Visiting Cities
Visits (last 6 months)
Downloads (last 6 months)
Popular Works for Niedz, Barbara by View
Popular Works for Niedz, Barbara by Download
This study developed and tested theory to better understand the marketing construct of service quality, in a hospital setting. Marketing theory proposed that positive relationships exist between patients' perceptions of service quality and the following independent variables (a) nurses' perceptions of human resource practices, (b) nurses' perceptions of autonomy in practice, (c) patient satisfaction with nursing care, and (d) patients' perceptions of organizational climate for service. The sample was comprised of 102 nurse-patient dyads who were recruited at a metropolitan university hospital. The patient sample was primarily made up of white (86.2%), married (80.4%), men (61.8%) whose ages ranged from 24 to 83 years. The nurse sample was comprised of predominantly white (64.7%), staff nurses (94.1%) who were mostly women (93.1%). Hypotheses testing employed correlational and regression statistical techniques. No statistically significant relationships were found between patients' perceptions of service quality and (a) nurses' perceptions of human resource practices (r =.11, p =.13), or (b) nurses' perceptions of autonomy in practice (r =.08, p =.22). Strong positive relationships were found between patients' perceptions of service quality and (a) patient satisfaction with nursing care (r =.74, p $<$.0001) and (b) patients' perceptions of organizational climate for service (r =.71, p $<$.0001). The multiple regression hypothesis testing did not support a four-variable model; however, a two-variable model explained 66% of the variance in service quality (F (2,99) = 32.91, p $<$.01). Two nurse variables, human resource practices and autonomy in practice, although theoretically related to service quality, failed to explain variance in service quality. Based on alternate theoretical and methodological explanations it can be concluded that selected marketing propositions concerning service quality may not be generalizable to acute care hospitals. The patient variables of patient satisfaction with nursing care and patients' perceptions of organizational climate for service both demonstrated considerable power in explaining variance in service quality. Therefore, it can be concluded that patients' perceptions of selected variables are important components of marketing theory that have meaningful application in acute care hospitals because of their strong bearing on service quality.
This dissertation has also been disseminated through the ProQuest Dissertations and Theses database. Dissertation/thesis number: 9628983; ProQuest document ID: 304326277. The author still retains copyright.
This item has not gone through this repository's peer-review process, but has been accepted by the indicated university or college in partial fulfillment of the requirements for the specified degree.
|Review Type||None: Degree-based Submission|
|Research Approach||Quantitative Research|
|CINAHL Subject(s)||Patient Satisfaction--Evaluation;
Quality of Nursing Care--Evaluation;
Personnel Staffing and Scheduling--Evaluation;
Quality of Nursing Care;
Personnel Staffing and Scheduling;
All rights reserved by the author(s) and/or publisher(s) listed in this item record unless relinquished in whole or part by a rights notation or a Creative Commons License present in this item record.
All permission requests should be directed accordingly and not to the Sigma Repository.
All submitting authors or publishers have affirmed that when using material in their work where they do not own copyright, they have obtained permission of the copyright holder prior to submission and the rights holder has been acknowledged as necessary.
Showing items related by title, author, creator and subjects.
Stumpf, Linda R.The purpose of this study was to investigate the influence of governance type on culture, nurse work satisfaction, nurse retention, and patient satisfaction with care in acute care hospitals. A theoretically derived path ...
The relationship among nurse manager leadership style, span of control, staff nurse practice environment, safety climate, and nurse-sensitive patient outcomes Merrill, KatreenaDespite the compelling need for strong nursing leaders who establish vision and create an evidence-based environment that fosters quality and safety, many hospitals have increased responsibilities of nurse managers, ...
Ridge, RichardNurse researchers and patient care administrators have long been concerned with understanding patient satisfaction with nursing care and its relationship to nurse staffing. This study focused on two major aspects of the ...
A comparison of the nursing costs associated with the implementation of the mandated nurse-to-patient ratios in California Wells, Shelly C.Nurse executives are challenged to provide adequate nurse staffing to prevent adverse patient outcomes, promote patient satisfaction and enhance nurses' job satisfaction. Historically, nurse staffing strategies have involved ...
Serratt, Teresa D.Purpose. This study identifies and describes changes in nurse staffing that may have occurred as a result of the enactment of nurse-to-patient ratios and whether these changes were associated with particular hospital ...