Effect of nursesʼ perceptions on the quality of services received by managers on their customer-oriented behaviors (patient centered care)

Nurses’ perception about the received services’ quality as an internal customer is an important factor in shaping their customer orientation; that is patient-oriented behaviors (patient-centered care).
Aim: This study was done to assessing the effect of internal customer services quality on nurses’ (customer) patient-orientation behaviors (patient-centered care).
The study was a survey study that investigated in 2016; and 132 nurses in a general hospital in Bushehr selected. For data gathering in nurses’ perception about received services from managers the 25 item questionnaire of Reynoso & Moores (2003) used. For measuring job satisfaction, Questionnaire of Greenhaus et al (1990) and for assessing (customer) patient - oriented behavior (patient-centered care), a 12 item questionnaire of Saxe et al (1982) were used. Their reliability was above the 0.7 and 0.8 that they measured by Alpha Cronbach’s test. And data were analyzed by Structural Equation Modeling with partial least square.
Among the dimensions of nurses’ perceived internal services quality, only two dimension of communication and reliability haven’t positive and significant effect on job satisfaction. Also, it was found that job satisfaction affects the nurses’patient-orientation (customer orientation) significantly as a mediator variable.
Results show that providing the quality services for nurses by nurse managers not only increases their satisfaction, but also increase their patient-oriented behaviors (patient-centered care).