Universiti Teknologi Malaysia Institutional Repository

Personality traits and customer-oriented behavior of the Malaysian nurses

Ping, L. L. and Ahmad, U. N. U. and Hee, O. C. (2016) Personality traits and customer-oriented behavior of the Malaysian nurses. International Business Management, 10 (13). pp. 2579-2584. ISSN 1993-5250

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The purpose of this study is to examine the relationship between personality traits and customer-oriented behavior among nurses in the selected public hospitals in Malaysia. The respondents consisted of female and male nurses with majority of them were staff nurses. A quantitative, cross sectional survey method was used in this study. Factor analysis and multiple regression analysis were employed to analyze the data collected. The findings of this study revealed that personality traits (i.e., extraversion and agreeableness) were positively related to customer-oriented behaviour. Agreeableness made the strongest influence in explaining the variance of customer-oriented behavior. This study provides theoretical and managerial implications by using the concept of customer-oriented behavior in enhancing nurses' job performance in the hospitals.

Item Type:Article
Uncontrolled Keywords:Customer, Malaysia
Subjects:H Social Sciences > HF Commerce
ID Code:71671
Deposited By: Widya Wahid
Deposited On:16 Nov 2017 06:06
Last Modified:16 Nov 2017 06:06

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