Study On The Relationship Between Internal Service Quality And Nurse's Intent To Stay In Hospitals

ObjectiveThe purpose of the study was to understand the Internal Service Quality and intent to stay in hospitals current situation of nursing staff.Then to further explore the relationship between Internal Service Quality and intent to stay in hospitals.The results of the investigation would provide theoretical framework for nursing administrators to take empowerment measures in order to improve the internal service quality level and finally could help stabilize the nursing team.Methods and SubjectsBased on the theory of "Service Profit Chain",the subjects of the study are440nurses who come from the third-first class hospitals in Shanxi province. The questionnaire were surveyed,which combines the internal service quality scale,MMSSand nursing retention scale. Then the data is analyzed by SPSS17.0. The statistical analysis methods that are used included descriptive statistics, independent samples t-test, one-way ANOVA,Pearson inter-correlation, Multiple stepwise regression analysis.Results1. The average score of the internal service quality is about3.43.And the factors that from high score to low score are:team work,tool instrument,encouragement and recognition,communition,objective recognition,managemet support,effective training,policies and processes.2. The average score of the nurses'job satisfaction is about3.03.3. The average score of Intent to stay in hospitals is about3.07.4. Internal service quality:The scores that nurses with different age, different length of service,different education, different professional title,different duty,different employment nature, different marital status have showed statistical significance (P＜0.001)5. Intent to stay in hospitals:The scores that nurses with different age, different length of service, different professional title,different duty,different employment nature,different marital status have showed statistical significance (P＜0.001)6. Every dimension of the internal service quality are all have significant poisitive correlation with nurse'intent to stay in hospitals (P＜0.01)7. Management support,encouragement and recognition of internal service quality have significant positive predice effect with nurse'intent to stay in hospitals (P＜0.001P＜0.004)Conclusion 1. Different age, different length of service,different education, different professional title,different duty,different employment nature,different marital status of nurses who assessed internal service quality showed significant difference.2. Different age, different length of service, different professional title,different duty,different employment nature,different marital of nurses whose intent to stay showed significant difference.3. Intent to stay is closely related to Internal service quality and job satifaction.Improve internal service quality can help improve the nurses'intent to stay.4. Managemet,encouragement and recognition of internal service quality have singnificant predit effect with nurses'intent to stay.