종합병원 사무부서 창구 및 비창구직원의 직무만족

Abstract

[한글]

조직에 있어서 중요한 요소는 인적 자원이다. 특히 병원은 노동집약적 산업으로서 다양한 전문인력에 의해 의료와 호텔형의 서비스를 제공하는 기관으로, 의료이용자에게 만족한 의료 서비스를 지원하기 위해서는 관리사무부서 직원의 태도와 행위가 매우 중요하다.

이 논문은 종합병원 사무부서의 창구 직원과 창구 직원간의 직무만족과 이에 관련된 요인들을 측정하고자 한다.

서울특별시에 소재한 350병상 이상 8개 대학부속병원에 근무하는 관리사무 직원 496명을 대상으로 구조화된 설문조사를 분석한 결과는 다음과 같다.

1) 창구 직원과 비창구 직원의 전체 직무만족은 비창구 직원이 창구 직원보다 높았다. 직무요소중 직무자체, 승진, 안전에 대한 직무만족이 창구 직원보다 비창구 직원에게 높았으며 창구직원은 근로환경, 급료에서 높았으나 특히 직무 자체에서만 통계학적으로 유

의하였다 ( P< 0.05).

2) 개인별 특성에 따른 전체 직무만족의 경우 성별을 제외한 연령, 근무연수, 학력, 급료수준에 따라서 창구 직원과 비창구 직원간에 직무만족의 차이를 보였으며 그 양상은 각각 달랐다( P<0.05 ). 개인적 특성에 따른 창구 및 비창구 직원의 직무요소별 직무만족은

연령의 경우 직무자체와 근로환경이, 근무연수의 경우 근로환경과 안전이, 학력의 경우 직무자체와 승진 및 급료가, 급료 수준의 경우 안전과 근로환경이 모두 같은 양상을 보였다.

3) 직무요소의 공정성 여부에 따른 창구 및 비창구 직원의 전체직무만족은 승진과 급료에서는 모두 공정성 여부에 관계없이 비창구 직원의 직무만족이 높았으나 직무자체, 근로환경, 안전에 대한공정성 여부에 따라 그 양상이 서로 달랐다. 그 중에서 직무자체 및 안전에 대한 불공정을 느끼는 집단과 승진에 대한 공정성을 느끼는 집단에서 각각 창구 직원과 비창구 직원의 전체 직무만족의 차이는 통계학적으로 유의하였다 ( P< 0.05).

4) 직무자체 공정성에 따른 창구 및 비창구 직원의 직무요소별 직무만족은 직무자체와 승진 및 급료에서, 승진 공정성의 경우는 승진과 급료에서, 근로환경 공정성의 경우는 승진과 급료 및 안전에서, 안전 공정성의 경우는 근로환경 및 급료에서, 급료공정성의 경우는 급료에서 각각 다른 양상을 보였다. 그 중에서 직무자체의 불공정을 느끼는 집단에서 직무자체 및 승진에 대한 직무만족의 경우 창구 및 비창구 직원의 차이가 통계학적으로 유의하였다. 승진에 공정성을 느끼는 집단에서 직무자체 및 승진에 대한 직무만족과 급료

에 공정성을 느끼는 집단에서 직무자체에 대한 직무만족의 경우는 각각 창구 및 비창구 직원의 차이가 통계학적으로 유의하였다 ( P<0.05).

안전 불공정성을 느끼는 집단에서 직무자체에 대한 직무만족과 근로환경 불공정성을 느끼는 집단에서 직무자체와 안전에 대한 직무만족이 통계학적으로 유의하였다.

[영문]

The essential component of organization is a human rusource. In particular, hospitals are, as labor Intensive industry, the institutions where medical treatment and hotel type of services are provided by various specialized manpower. In order to render medical utilizers with satisfactory services it is extremely Important for the altitude and behavior on the part of administrative staff personnel.

This thesis is intended to survey the satisfaction of duties and the relaxed factors between "window-receptionists" and "non-window staff personnel" assigned to the admintstrative offices of general hospitals.

Following were the results that analyzed structualized questionnaires for 496 administrative staff personnel on duty with the hospitals annexed to 8 universities located in Seoul, each one of which is revealed to accomodate over 350 beds :

1) The satisfaction involved in overall duties between window-receptionists and non-window staff personnel was revealed that the non-window staff personnel were higher than the window-receptionists, and the satisfaction towards duties related to duty itself, promotion and safety was also disclosed as the non-window staff personnel being much higher than the window-receptionists. The window-receptionists were higher than the non-window staff personnel in working environment and pay. Among these factors a statistical attention was paid only on the duty itself. (P<0.05).

2) In case of the satisfaction for overall duties pursuant to the characteristics of individual, according to the levels by age, duty training, academic career and pay with the exception of sex, differences were shown between the window-receptionists and the non-window staff personnel, and their aspects were also varied respectively (P < 0.05).

The satisfaction by duty element between the window-receptionists and the non-window staff personnel according as individual features showed all the similar aspects as such as duty itself and working environment applicable to the case of

age, working environment and safety to the case of duty years, duty itself and promotion as well as pay applicable to the case of academic career, and safety and working environment to the case of pay level.

3) The satisfaction of overall duties between the window and non-window staff personnel for the equity on duty element was revealed that as for promotion and pay, the non-window staff personnel were higher regardless of the equity. However, the aspects varied to each other in the equity on duty itself, working environment and safety. The difference of satisfaction for overall duties were statistically noted between the window-receptionists and the non-window staff personnel respectively in the group being perceptive of the equity on promotion and in the

group realizing the inequity on duty itself and safety (P< 0.05).

4) The satisfaction by duty element between the window and non-window staff personnel according as the equity on duty itself was varied in aspects respectively as it revealed in duly itself, promotion and pay, and the case of equity on promotion applicable to promotion and pay, the case of equity on working environment applicable to promotion, pay and safety, the case of equity on safety applicable to working environment and pay, and the case of equity on pay applicable to pay as well. Also, the differences were statistically noticed between the window and non-window staff personnel in terms of the satisfaction for duty itself and

promotion involved in the group realizing the inequity on duty Itself among them.

Furthermore, a statistical attention was paid on the differences between the window and non-window staff personnel with regard to the satisfaction of duties for duty itself applicable to the group being perceptive of the equity on promotion and to another group realizing the equity on promotion and to another group realizing the equity on duty satisfaction and pay toward duty itself and promotion. (P<0.05).

A statistical attention was paid on the differences between the window and non-window staff personnel with regard to the satisfaction, of duty itself involved in the group realizing the inequity on Safety, of duty itself and safety involved in the group realizing the inequity on working environment.