Date of Conferral

2020

Degree

Ph.D.

School

Psychology

Advisor

Richard C. Thompson

Abstract

Nurse retention is of great concern to healthcare organizations including hospitals. With so many countries reporting a shortage in nursing personnel, healthcare organizations are now seeking ways to reduce this shortage. It is known that job satisfaction and turnover intention impact nurses' continued employment. However, the role of human resources (HR) impact on nurses' job satisfaction and turnover intention is unknown. The theoretical basis of this study came from the work of Bowen and Ostroff who argued the strength of HRM system regulates employee perceptions and outcomes within an organization. Therefore, the purpose of this study was to evaluate the impact HR service quality had on registered nurses' turnover intentions mediated by job satisfaction and moderated by gender, in a hospital setting within the state of Maryland. Data was collected from 83 registered nurses licensed in Maryland. A multiple regression analysis of data collected from HR service quality measures of responsiveness, reliability, and empathy in addition to gender, job satisfaction, and turnover intention revealed statistically nonsignificant results involving nurses' perceptions of HR service quality predicting turnover intention. Job satisfaction failed to mediate the relationship between HR service quality indicators and turnover intention, and gender failed to moderate the relationship between HR service quality indicators and turnover intention. Although the research revealed statistically nonsignificant findings, it adds to the body of literature regarding the topic of HR service quality. This study has social change implications by informing healthcare organizations about the significant role of HR service quality indicators and its impact on nursing job satisfaction and turnover intention.

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