Journal of Korean Academy of Nursing Administration (간호행정학회지)
- Volume 13 Issue 3
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- Pages.362-372
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- 2007
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- 1225-9330(pISSN)
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- 2288-4955(eISSN)
A Study of Nursing Services Quality, General Satisfaction of Medical Services, and Revisiting Intent of Hospital
간호서비스 질, 의료서비스에 대한 전반적인 만족과 병원 재이용 의도에 관한 연구
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Lee, Mi-Aie
(Department of Nursing, College of Medicine, Dongguk University)
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이미애
(동국대학교 의과대학 간호학과)
- Published : 2007.09.30
Abstract
Purpose: This study was performed to identify the perception gaps of nursing services quality between consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction of medical services and revisiting intent of hospital by consumers. Method: The Joo's questionnaire founded on SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities, Korea. Result: It is identified that the perception gaps between consumer and providers exist, and consumers perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a powerful influences on revisiting intent of hospital. Conclusion: It is concluded that the marketing strategies being based on the perception gaps between consumers and providers should be specifically planned and applied to improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of hospital that consumers perceive.
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