The Relation Between Psychological Empowerment, Service Quality, and Job Satisfaction Among Certified Nursing Assistants

Abstract

Nursing home reform has recently targeted workplace culture change with initiatives that are thought to empower employees. Most research has explored outcomes of these strategies with little focus on certified nursing assistants' (CNAs) perceptions of empowerment. The purpose of this study was to evaluate CNAs' experience of empowerment (psychological empowerment) and their perceptions of the facility's ability to serve the needs of the residents (service quality). Results showed that CNAs' perceptions of empowerment and facility-level service quality were strongly related to job satisfaction, accounting for almost 46% of the variance in job satisfaction.

KEYWORDS:

• certified nursing assistants
• autonomy
• job performance
• organizational factors
• organizational culture