The Relationship between Nurse's Organizational Commitment and Services Quality

Organizational commitment and its significant impact on the job satisfaction and performance has been the subject of many studies. Regarding the importance of organizational behavior and its role in service quality, the purpose of this study was to explore the relationship between nurses’ organizational commitment and hospital services in order to improve its quality. This study was a cross sectional survey and a total of 149 nurses and 237 patients from inpatient wards of hospitals affiliated to Tehran Social Security Organization were selected through cluster sampling. To collect data, two standard questionnaires (organizational commitment and quality of service) were used. Statistical analysis was performed using Spearman and Pearson correlation test Our findings indicated that the nurses’ organizational commitment was moderate (x=3.02 out of 5) and service quality was higher than average, Continuance (r=0.3, P=0.04), affective (r=0.33, P=0.03), normative commitment (r=0.34, P=0.05), and overall commitment (r=0.35, P=0.04) were significantly related to total service quality. The enhancement of normative commitment through emphasis upon organizational values and recruitment, as well as enhancement of continuance commitment through career promotion methods and equal assessment will improve the service quality in hospitals.