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Relating patient satisfaction to nurses' job satisfaction, job security, and obedience OCBs

Ali Bassam Mahmoud (Faculty of Business Administration, Arab International University and Higher Institute of Business Administration (HIBA), Department of Human Resource Management, Damascus, Syrian Arab Republic)
William D. Reisel (Department of Marketing, St. John's University, Staten Island, New York, USA)

International Journal of Pharmaceutical and Healthcare Marketing

ISSN: 1750-6123

Article publication date: 1 April 2014

3007

Abstract

Purpose

This paper aims at investigating the relationships among patient satisfaction, and nurses' job security, job satisfaction, and obedience OCBs within the setting of private hospitals in Damascus and Rural Damascus Governorates.

Design/methodology/approach

A cross-sectional survey conducted within private hospitals in Damascus and Rural Damascus Governorates had resulted in (325) subjects of nurses, and (393) subjects of patients. Double-translation, face validation, exploratory factor analysis, and Cronbach's alpha were used to validate measures used in this study with respect to the Syrian context. Afterwards, the two samples were aggregated on the basis of hospital-department. That is, 217 cases had resulted, and were used to test the proposed model, and revise it if required.

Findings

The results indicate that job security positively influences both job satisfaction and obedience OCBs. Both job satisfaction and obedience OCBs fully mediate the relationship between job security and patient satisfaction. Obedience OCBs partially mediate the relationship between job satisfaction and patient satisfaction.

Research limitations/implications

Further investigations in other service-providing settings (e.g. telecommunications) are needed for more evidence of the model validity. Using cross-sectional design in testing causalities has been criticized by several researchers, so longitudinal method is recommended in further investigations for the model. Wider views could be delivered if more of other attitudinal variables are included in the model.

Practical implications

Better levels of patient satisfaction could be achieved through enhancing nurses' perceptions towards job security. Job satisfaction would be an important factor in keeping positive levels of patient satisfaction, especially when employment at one private hospital lacks security and stability.

Originality/value

This research comes to be one of the first studies to provide evidence of the full mediation that job satisfaction and obedience OCBs play regarding the relationship between job security and patient satisfaction. In addition, this study proves the partial mediation that obedience OCBs play between job satisfaction and patient satisfaction.

Keywords

Acknowledgements

The authors would like to thank the anonymous reviewers for their constructive comments.

Citation

Bassam Mahmoud, A. and D. Reisel, W. (2014), "Relating patient satisfaction to nurses' job satisfaction, job security, and obedience OCBs", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 8 No. 1, pp. 47-61. https://doi.org/10.1108/IJPHM-01-2013-0001

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

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