dc.description.abstract |
The importance of Organizational Citizenship Behaviours in many sectors as well as
health care setting has been revealed through large numbers of studies internationally.
health care is considered one of the most basic needs or wants of humanity and it is an
indicator of a nation’s well-being. In the Sri Lanka health care system, nursing staff is the
least component of health care personnel in the public health sector. (Sri Lanka National —
Health Strategic Master Plan, 2017-2025). Nurses have been the first and the last
conflict point where patients come for seeking health service. Throughout structure,
process, and providing care are the basic components of every health care setting.
generally, to measure the indicators for these components patient satisfaction is
considered paramount. In hospitals, performance can be increased through
organizational citizenship behavior (OCB) of staff which leads to patient satisfaction.
(Kolade, Oluseye, & Omotaya, 2014).
‘he objectives of this study were to find the level of OCB among nurses, level of patient
satisfaction, and the relationship between OCB of nurses and patients satisfaction. A
(total of 151 nursing staff were randomly selected as a sample for responding to OCB
and 151 patients were randomly selected as a sample for answering patient satisfaction.
Both respondents have verbally informed the consent and taken as voluntarily
participants. The study sites were Akkaraipathu Base Hospital, Ampara General
Hospital and Sammathirai Base Hospital, Ampara District, Eastern Province of Sri
Lanka.
Developed questionnaires were validated using reliability and validity test. As per
the result, five variables for OCB (Helping, Courtesy, Conscientiousness, Civic Virtue and
Sportsmanship) were identified as highly reliable with Alpha values ranged from 0.687 to
0.749. Alpha values for three patient satisfaction factors namely Physical, Professional
Skills and Relationship ranged from 0.741 to 0.755 which explained highly sella,
Collected data were analyzed by descriptive, correlation, and regression analysis.
The findings revealed that five of OCB variables were positively correlated with
patient satisfaction, r values between helping and patient satisfaction was 0.693,
courtesy and patient satisfaction was 0.742, conscientiousness and patient satisfaction
was 0.749, civic virtue and patient satisfaction was 0.687, and sportsmanship and patient
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autoignition was 0.729: R-value for overall OCB and patient satisfaction was 0.731
which indicates that there is a highly positive correlation between the two variables.
|{epreusion analysis test showed that R square value of helping was 0.422 and revealed
hit helping accounted for 42.2% of the variance in patient satisfaction whereas courtesy
vaunted for additional 6.8%, conscientiousness covered 4.4%, civic virtue meant 4.3%
sportsmanship had no significant account for any variance in patient satisfaction.
Overall OCB resulted with R. square value of 0.535 and which showed that OCB
accounted for 53.5% of the variance in patient satisfaction. The unstandardized coefficient
value of beta for OCB was 0.909. Therefore, every unit increase in OCB, patient
utilization is expected to increase by 0.909 units.
His research contributes to the health care setting where patient satisfaction and
providing effective service are taken into consideration. The findings of this study would
help the health care management personnel to get insight into the importance of contribution
of Organizational Citizenship Behaviours (OCBs) as one of the determinants of patient
satisfaction. From the hospital administrative view, this study will help them figure out
the significant contribution of OCB to patient satisfaction and set new stratifies to
promote the exhibition of OCB among nurses.
furthermore, this study could be done by combining qualitative measurement, such as
conducting interviews with both respondents, using an open-ended questionnaires to get
wider perspectives of the influential factors. There could be other different factors
that have influenced patient satisfaction as well as factors affecting OCB
displaying. Additionally, this study emphasized only three public hospitals from
the Ampara district, and the findings could not be generalized to other regions and settings.
Further studies are also required to be carried out in larger hospitals and larger samples
at other districts or provinces of Sri Lanka. |
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