Date of Award


Document Type


Degree Name

Master of Science in Nursing (MScN)

First Supervisor/Advisor

Dr. Khairulnissa Ajani


School of Nursing and Midwifery, Pakistan


Background: Workplace incivility significantly impacts nurses' job satisfaction and turnover intentions. However, the incivility of the patients and their family emotionally drain health care providers. Subsequently, the lack of support from one’s organisation and job dissatisfaction contribute to healthcare employee turnover.
Aim of the Study: The study explores the associations between customer incivility and emotional exhaustion and determines whether they contribute to or affect the nurses’ job satisfaction and turnover intentions.
Methodology: The study used a cross-Sectional analytical study design to explore the study questions. A well-defined questionnaire was used to collect the data from the target population of staff nurses of a tertiary care cancer hospital in Pakistan. Data was collected from staff nurses and analysed using SPSS™ version 22. The sample size was 337. A descriptive analysis was performed for the categorical variables while reliability, correlation, and mediation analysis were carried out for the study variables.
Conclusion: The results showed that there is negative relationship between customer incivility and job satisfaction, while positively relating with turnover intentions. However, emotional exhaustion negatively relates to job satisfaction and positively to turnover intentions. Thus, the findings urge hospital executives and management to address customer incivility and its ripple effects to avoid job dissatisfaction and turnover intentions among nurses.

Included in

Nursing Commons