Quality of Work Life Affecting Organizational Commitment and Service Quality of Nurses at Accident and Emergency Department in Bhumibol Adulyadej Hospital and Royal Thai Air Force Hospitals

Abstract

This study was a quantitative research. The objectives of this study were to investigate quality of work life, organizational commitment and service quality of nurses at Accident & Emergency Department in Bhumibol Adulyadej Hospital and Royal Thai Air Force Hospitals and to study influence of quality of work life on service quality and its indirect influence through organizational commitment. The population of this study was 132 nurses at Accident & Emergency Department in Bhumibol Adulyadej Hospital and Royal Thai Air Force Hospitals. The instrument was the questionnaire, consisting of 4 parts, namely general information, quality of work life, organizational commitment and service quality. General information were analyzed by descriptive statistics, including frequency, percentage, and standard deviation. Hypothesis testing was conducted by Z-test and Partial Least Square Structural Equation Modeling (PLS – SEM). The results of this research indicated that the respondents mostly were those with 6-10years of working experience; singles; those graduated with a bachelor’s degree; and those worked at Bhumibol Adulyadej Hospital. The quality of work life had the mean score of 3.25 (μ = 3.25). The organizational commitment had the mean score of 3.47 (μ = 3.47). The service quality had the mean score of 3.70 (μ = 3.70). Comparing between two hospitals, there were statistically significant differences in three areas. In terms of PLS – SEM, the Goodness of Fit was 0.44, implying high level. The Coefficient of Determination (R2) had the mean score of 0.3451. Average Variance Extracted was higher than the criteria at 0.50. Composite Reliability (CR) was very high, ranging from 0.828-0.873. Moreover, based on the above PLS – SEM, it was found that quality of work life directly influenced service quality with the path coefficient of 0.3510. The organizational commitment directly influenced service quality with the path coefficient of 0.4140. The quality of work life directly influenced organizational commitment with the path coefficient of 0.7270. Quality of work life indirectly influenced service quality through organizational commitment with the path coefficient of 0.3010.