Organizational factors impacting on patient satisfaction : a cross sectional examination of service climate and linkages to nurses' effort and performance

Greenslade, J.H. & Jimmieson, N.L. (2011) Organizational factors impacting on patient satisfaction : a cross sectional examination of service climate and linkages to nurses' effort and performance. International Journal of Nursing Studies, 48(10), pp. 1188-1198.

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Patient satisfaction is influenced by the setting in which patients are treated and the employees providing care. However, to date, limited research has explained how health care organizations or nurses influence patient satisfaction.


The purpose of this study was to test the model that service climate would increase the effort and performance of nursing groups and, in turn, increase patient satisfaction.


This study incorporated data from 156 nurses, 28 supervisors, and 171 patients. A cross-sectional design was utilized to examine the relationship between service climate, nurse effort, nurse performance and patient satisfaction. Structural equation modeling was conducted to test the proposed relationships.


Service climate was associated with the effort that nurses directed towards technical care and extra-role behaviors. In turn, the effort that nurses exerted predicted their performance, as rated by their supervisors. Finally, task performance was a significant predictor of patient satisfaction.


This study suggests that both hospital management and nurses play a role in promoting patient satisfaction. By focusing on creating a climate for service, health care managers can improve nursing performance and patient satisfaction with care.

Impact and interest:

15 citations in Scopus
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9 citations in Web of Science®

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ID Code: 71586
Item Type: Journal Article
Refereed: Yes
Keywords: Organizational culture, Nurse effort and performance, Patient satisfaction
DOI: 10.1016/j.ijnurstu.2011.04.004
ISSN: 0020-7489
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2011 Elsevier
Copyright Statement: This is the author’s version of a work that was accepted for publication in International Journal of Nursing Studies. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in International Journal of Nursing Studies, [VOL 48, ISSUE 10, (2011)] DOI: 10.1016/j.ijnurstu.2011.04.004
Deposited On: 15 May 2014 23:30
Last Modified: 19 May 2014 00:55

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