The relationship between care workers'working environment and service quality in nursing homes

本研究旨在厘清护理员工作环境的因子结构，并检视护理员工作环境与服务品质（护理员自我评价及使用者满意度）的关系。结果表明，护工的工作环境由“与主管的关系”、“与同事的关系”、“专业认可”、“教育培训”、“薪酬”和“工作澄清”六个因素组成。多元回归分析结果显示，“同事关系”、“专业认同”和“教育培训”对服务质量有显著的影响。

This study aimed to clarify the factorial structure of the care workers’ working environment in nursing homes and to examine the relationships between care workers’ working environment and service quality (care workers’ self-evaluation and user satisfaction). The result indicated that the care workers’ working environment was composed of six factors: “relationships with supervisors”, “relationships with colleagues”, “specialty recognition”,“education and training”, “salary”, and “work clarification”. Result of the multiple regression analysis indicated that “relationships with colleagues”, “specialty recognition ”,and “education and training ”were statistically significant association with service quality.