英文摘要 |
This study probes the correlations among customer relationship management (CRM), patient-nurse relationship, nurses' job satisfaction, and patient satisfaction toward treatment. Based on the relevant research articles and specialist recommendations, the survey results on patient-nurse relationship included five dimensions: tangibles dimension, reliability dimension, responsiveness dimension, assurance dimension, and empathy dimension. The survey used to determine nurses' job satisfaction involved two dimensions: internal satisfaction and external satisfaction. Purposeful sampling was used and data were collected from 50 nurses and 50 patients in a hospital of Central Taiwan. The results demonstrated the following: (1) the CRM had a significantly positive influence on all five dimensions of patient-nurse relationship and nurses' job satisfaction; (2) the correlations between the tangibles and the responsiveness of the patient-nurse relationship and patient satisfaction were both significantly positive; (3) the correlation between nurses' internal satisfaction and both patient satisfaction toward - treatment and all dimensions of the patient-nurse relationship was significantly positive. However, the correlation between the nurses' external satisfaction and the reliability of the patient-nurse relationship was significantly positive. |