Impact of Nurses Personality on Patients' Satisfaction: An Occupational Focus on Mediating and Moderating Mechanisms

Abstract

This study explores the dyadic relationship between nurse and patient in public sector hospitals of Pakistan. The relationship was addressed in terms of analyzing hospitalized patients’ satisfaction suffering from certain dread diseases and nurses’ personality traits, emotional intelligence, job involvement and spirituality at work. Data was collected in time lags through questionnaire filled by 408 nurses providing services to corresponding patients, and analysis of the data was performed through SPSS 21 and AMOS 21 latest techniques. Findings indicate that extraversion, conscientiousness, agreeableness and openness to experience are positively associated with patients’ satisfaction. However, neuroticism is negatively associated with patients’ satisfaction and does not affect emotional intelligence. Apart from neuroticism, the mediating effect of emotional intelligence was found between extraversion, conscientiousness, agreeableness, openness to experience and patients’ satisfaction. Moreover, contrary to the belief that spirituality at work does not moderate the emotional intelligence and patients’ satisfaction relationship but job involvement positively moderate the said relationship. Theoretical and practical Implications along with future research for health care sector occupations in developing countries are discussed.