A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students

Recently, healthcare sector is facing increasing challenges and growing expectations from the patients. Ministry of Health Malaysia received increasing number of complaints for public hospitals on unsatisfied service quality which involved nursing services. Satisfaction with nursing services has bee...

Full description

Saved in:
Bibliographic Details
Main Authors: Misron, Aervina, Ong, Choon Hee
Format: Article
Language:English
Published: Human Resource Management Academic Research Society 2021
Subjects:
Online Access:http://eprints.utm.my/id/eprint/96741/1/OngChoonHee2021_AConceptualAnalysisofPersonalityTraitsEmotionalIntelligence.pdf
http://eprints.utm.my/id/eprint/96741/
http://dx.doi.org/10.6007/IJARBSS/v11-i1/8475
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Universiti Teknologi Malaysia
Language: English
id my.utm.96741
record_format eprints
spelling my.utm.967412022-08-20T01:56:22Z http://eprints.utm.my/id/eprint/96741/ A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students Misron, Aervina Ong, Choon Hee HM Sociology Recently, healthcare sector is facing increasing challenges and growing expectations from the patients. Ministry of Health Malaysia received increasing number of complaints for public hospitals on unsatisfied service quality which involved nursing services. Satisfaction with nursing services has been reported to contribute more significantly than any other service to overall perceptions of healthcare service quality. Researchers reported the new generation of nursing graduates were being criticized for their dissatisfactory attitudes towards patients and deterioration in the standard service delivery performance which has been identified as the contributing factors to the increasing number of complaints and criticisms on nurses. Customer-oriented behaviour has been validated as an essential approach to achieve higher quality of care and improving patients’ satisfaction with the healthcare service delivered. Owing to that fact, this paper aims to impart a conceptual analysis of the mediating effects of emotional intelligence on the relationship between big five personality traits and customer-oriented behaviour among Malaysian nursing students. This paper is guided by trait theory and emotional intelligence theory in establishing the proposed theoretical framework. Our conceptual analysis suggests that emotional intelligence significantly mediates the relationship between big five personality traits and customer-oriented behaviour. In addition, this study provides an avenue to researchers to examine nursing students’ customer-oriented behaviour level and its relationship with big five personality traits and emotional intelligence. It also offers a beneficial guideline for Student Recruitment Department of nursing colleges to enrol the best candidates with the right personality traits into the nursing program and lead towards the sustainability of nursing care quality deliver by the future nurses. Human Resource Management Academic Research Society 2021 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/96741/1/OngChoonHee2021_AConceptualAnalysisofPersonalityTraitsEmotionalIntelligence.pdf Misron, Aervina and Ong, Choon Hee (2021) A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students. International Journal of Academic Research in Business and Social Sciences, 11 (1). pp. 276-295. ISSN 2222-6990 http://dx.doi.org/10.6007/IJARBSS/v11-i1/8475
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic HM Sociology
spellingShingle HM Sociology
Misron, Aervina
Ong, Choon Hee
A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
description Recently, healthcare sector is facing increasing challenges and growing expectations from the patients. Ministry of Health Malaysia received increasing number of complaints for public hospitals on unsatisfied service quality which involved nursing services. Satisfaction with nursing services has been reported to contribute more significantly than any other service to overall perceptions of healthcare service quality. Researchers reported the new generation of nursing graduates were being criticized for their dissatisfactory attitudes towards patients and deterioration in the standard service delivery performance which has been identified as the contributing factors to the increasing number of complaints and criticisms on nurses. Customer-oriented behaviour has been validated as an essential approach to achieve higher quality of care and improving patients’ satisfaction with the healthcare service delivered. Owing to that fact, this paper aims to impart a conceptual analysis of the mediating effects of emotional intelligence on the relationship between big five personality traits and customer-oriented behaviour among Malaysian nursing students. This paper is guided by trait theory and emotional intelligence theory in establishing the proposed theoretical framework. Our conceptual analysis suggests that emotional intelligence significantly mediates the relationship between big five personality traits and customer-oriented behaviour. In addition, this study provides an avenue to researchers to examine nursing students’ customer-oriented behaviour level and its relationship with big five personality traits and emotional intelligence. It also offers a beneficial guideline for Student Recruitment Department of nursing colleges to enrol the best candidates with the right personality traits into the nursing program and lead towards the sustainability of nursing care quality deliver by the future nurses.
format Article
author Misron, Aervina
Ong, Choon Hee
author_facet Misron, Aervina
Ong, Choon Hee
author_sort Misron, Aervina
title A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
title_short A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
title_full A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
title_fullStr A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
title_full_unstemmed A conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among Malaysian nursing students
title_sort conceptual analysis of personality traits, emotional intelligence and customer-oriented behaviour among malaysian nursing students
publisher Human Resource Management Academic Research Society
publishDate 2021
url http://eprints.utm.my/id/eprint/96741/1/OngChoonHee2021_AConceptualAnalysisofPersonalityTraitsEmotionalIntelligence.pdf
http://eprints.utm.my/id/eprint/96741/
http://dx.doi.org/10.6007/IJARBSS/v11-i1/8475
_version_ 1743107021680410624