Comparative Analysis of the Effect of Job Satisfaction on Customer Oriented Behaviors by Personality Type of Nurses

Abstract

This study was conducted to analyze the effect of Job Satisfaction on Customer-Oriented Behavior according to a nurse's personality type. The subject of this study was a survey conducted from December 1, 2020, to January 31, 2021, for nurses in four general hospitals across the country. A total of 320 questionnaires were distributed, and 295 copies (92%) of the recovered questionnaires were used for the final analysis.

The research method was classified into three personality types: Gut triad, Feeling triad, and Thinking triad through the Enneagram test. Job Satisfaction was extracted with three factors, Job environment, Organization characteristics, and Relationships, and Customer Oriented Behavior was extracted with two factors, Customer responsiveness, and Customer empathy. Based on the above results, the effect of the Job Satisfaction factor on the Customer-Oriented Behavior factor according to personality type was analyzed using AMOS 18.0.

In the Gut triad, it was found that the job environment had a significant effect on customer responsiveness and customer empathy. Organization characteristics were found to have a significant effect on customer responsiveness. In the feeling triad, it was found that the job environment had a significant effect on customer responsiveness and customer empathy. In the thinking triad, the job environment had a significant influence on customer responsiveness and relationships with customer empathy. Based on the research results, differentiated education programs according to the personality types of organizational members should be provided to improve employees' ability and job satisfaction and to contribute to enhancing Customer-Oriented Behavior