The Relationship Between Perceived Quality of Service by Patients and Job Burnout of Nurses in Shahid Mostafa Khomeini Hospital in Ilam

Burnout defined as, feelings of loss of energy and powerlessness, hopelessness and helplessness. Quality is defined as the satisfaction of customer needs. This definition emphasized on organization's ability to determine the needs and demands of customers and fulfilling these needs. Perceived quality of service by patients can be transferred to nurses who are associated with patients.

This study is a descriptive-analytical cross-sectional study that performed on 100 patients and 100 nurses by simple sampling method. The instrument we used was a two-part questionnaire including Meslash and Jackson (1981) job burnout of nurse's questionnaire and SERVQUAL measuring the perception of quality of service standard questionnaire of Zdhml and Bytner (1996). The reliability and validity of questionnaire was confirmed and data were analyzed by using SPSS 21 software and Pearson correlation, simple linear regression, analysis of variance, Friedman's rank tests were used.

Patient’s perception from quality of service and its aspects affected on job burnout of nurses. Empathy (β=0/577, P<0/05), tangibility (β=0/486, P<0/50), assurance (β=0/472, P<0/50), reliability (β=0/144, P<0/50), responsiveness (β=0/225, P<0/50) have the most significant negative effect on job burnout of nurses respectively.

To offer better services and attention to patients can provide their satisfaction and loyalty and prevent job burnout of nurses and employees.