Perceived consumers satisfaction with nursing and medical service and hospital revisiting intent

소비자가 지각하는 간호 및 의료서비스에 대한 만족과 병원 재이용 의도 분석

Purpose: This study is performed to measure the level of nursing and medical service satisfaction according to consumer's demographic and hospital using behavior characteristics, and investigate the relationship among the nursing service satisfaction and the medical service satisfaction and the hospital revisiting intent. Method: The questionnaire is distributed to 300 patients at the six general hospitals in provincial city, Korea. For data analysis, SPSS/PC program is used. Result: The characteristics of consumer's demographics and hospitals using behavior that make difference in nursing and medical service satisfaction are education, the average number of the visiting(by month) and hospitals. Nursing service satisfaction correlated with medical service satisfaction(r=.677) and hospital revisiting intent(r=.570), and medical service satisfaction correlated with hospital revisiting intent(r=.680). Nursing service satisfaction explained medical service satisfaction(45.9%) and hospital revisiting intent(32.5%), and medical service satisfaction explained hospital revisiting intent(54%). Conclusion: It is concluded that education, the average number of the visiting(by month) and hospitals make difference in nursing and medical service satisfaction, and there are very close relationship among nursing service satisfaction and medical service satisfaction and hospital revisiting intent. Nursing service is a very important factor to improve medical service satisfaction and hospital revisiting intent.