• 기본간호학회지
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• 제3권2호
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• pp.259-271
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• 1996

This reserch has been done in order to improve quality of nursing and medical service. In order to improve those qualities the study has been done to know inpatient perception of kindness and meaning of kindness which patients receive from nurse and also what effect inpatient have when they experience kindness from nurse. The subjects were 454 people who admitted in K Hospital. Time period was from October to December 1995. This survey has been done by personal interview with a written questionnaire. Analysis of data has been done by $X^2-test$ and percentage. The results of the research may be summarized as follows. 1. The inpatients perception of kindness on nurse were explanation(26.8%), tolerance(16.3%), warm-heartedness(12.8%), interest(9.5%), ability(8.4%), confidence(6.4%), respect(4.0%), support(2.65%). 2. In order to find out general moaning of kindness, study classified by age, sex, education, job, experience of hospitalization, inpatient ward. As a result of $X^2-test$, no special meaning of kindness was presented in inpatient perception of kindness. 3. Contents kindness which inpatient experienced were, warm-heartedness(23%), understanding(18.1%), interest(17.8%), ability(12.8%), tolerance(5.7%), confidence(2.6%), 4. Over half of subjects(59.1%) answered stability to effect on kindness of Nurse. Next are self-confidence(7.9%), respect(5.3%), confidence(4.6%), warm-heartedness(3.5%), understanding(2.6%). According to above results inpatient feels that meaning of kindness were explanation, tolerance, warm-heartedness. This meaning has no distinctive difference other than consistent meaning. Likewise, inpatient experience about contents of kindness is similar to meaning of kindness. As a result of this research, which show that kindness of nurse gives patient stability, respect and confidence, we would kindness is important for recovery of inpatient. Therefore, this research outcome could be able to help to improve quality of nursing and medical service.

• 한국산학경영학회:학술대회논문집
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• 한국산학경영학회 2006년도 춘계학술발표대회 발표논문집
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• pp.21-32
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• 2006

본 연구는 호텔종사원의 친절행동과 고객의 사전지식의 고객만족 및 충성도 간의 인과관계를 실증분석을 통하여 밝히는 것으로 분석결과를 보면 호텔종사원의 친절행동이 고객만족에 영향을 미치고 있는 것을 확인하였으며, 고객의 사전지식은 고객만족에 제한적으로 영향을 미치는 것으로 확인되었다. 또한 고객만족과 고객충성 도와 관련하여 타인추천과 재구매의도에 영향을 미치는 것으로 확인되었다. 이 같은 결과는 호텔기업이 충성고객을 확보하기 위해서 종사원의 친절행동 측면에 대한 지속적인 관심과 교육훈련으로 고객과의 관계를 다지는 데에 집중해야할 필요성이 충분함이 실증분석을 통하여 확인된 점이다. 또한 호텔이 중성고객을 유치하기 위해서 고객접점에서 호텔종사원이 제공하는 양질의 서비스의 중요성을 인식하는 것이 필요함을 입증한 것이다.

• 한국심리학회지 : 문화 및 사회문제
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• 제23권2호
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• pp.131-157
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• 2017

자비명상은 자기 자신으로부터 시작하여 다른 사람들에게 자애와 연민의 마음을 불러일으키는 수련법으로 근래 다양한 치료적 장면에서 많이 활용되고 있다. 한편 수치심은 부정적 자기개념을 포함하는 무의식적이고 암묵적인 정서라고 알려져 있다. 수치심은 자기에 대한 부정적 평가를 포함하고 있기 때문에 자비명상 중에 수치심이 높은 사람들은 자신에 대한 자비의 마음을 불러일으키기 어려워한다는 주장이 제기되어 왔다. 본 연구에서는 수치심의 이런 특징이 자비명상수련 대상에 따라 어떤 영향을 주는지를 살펴보았다. 이를 위해, 자비명상을 자애명상과 연민명상으로 나누어 두 개의 실험을 실시하였다. 실험 1은 자애명상 실험으로서 참가자(N = 108)들을 자기를 대상으로 한 자기-자애 처치와 긍정적 타인을 대상으로 한 타인-자애 처치에 무선 할당하였다. 이들에게 8분간의 처치를 가하고 수치심에 따라 지시문에 대한 저항감과 몰입도에 차이가 있는지를 알아보았다. 실험 2(N = 116)는 연민명상 실험으로서 실험 1에서의 자애명상 처치를 연민명상 처치로 바꾸어 유사한 절차에 따라 실험을 실시하였다. 두 가지 실험을 행한 이유는 자애심과 연민심에 심리학적 차이가 있을 것이라는 가정 때문이었다. 실험 1의 결과, 수치심이 높을수록 자기-자애명상 지시문에 대한 저항감을 크게 느끼는 것으로 나타났으나, 타인-자애명상 지시문에 대해서는 수치심의 영향이 없었다. 실험 2의 결과 역시, 수치심이 높을수록 자기-연민명상 지시문에 대한 저항감을 더 크게 경험하는 것으로 나타났으나, 타인-연민명상 지시문에 대해서는 수치심의 영향이 없었다. 이러한 결과에 대해, 수치심 정서의 특징과 관련하여 논의하였으며, 부정적 자기개념을 가진 사람들에게 자비명상을 적용할 때에 고려할 사항들에 대하여 논의하였다.

• 한국병원경영학회지
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• 제9권2호
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• pp.46-75
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• 2004

This research anticipated on acknowledging the inpatients factors in choosing which hospital for the geriatric hospital and general hospital they would prefer to go to the analization of different factors in patients satisfaction, and the relation between satisfactory standards and the patients intentions on recommendation or re-visiting the hospital. The statistical data was based upon the 359 question and answer papers that were done by inpatients that were hospitalized in two geriatric hospitals and two general hospitals, and the methods used for analyzing were frequency, t-test, factor analysis, and hierarchical multiple regression. The results are as follows. 1. The factors on choosing hospitals between geriatric hospital and general hospitals were different. The priority for the geriatrics was kindness, and then considerate nursing, and the reliance of treatment. The patients of general hospitals looked first for reliance of treatment, reputation and history of the hospital, and the kindness of the staff. The kindness of the staff, good nursing, and easy procedures were the primary factors of choosing geriatric hospital. 2. The four primary factors in choosing which hospital patients would go to were the predominance of the facilities, kindness and convenience, the reliance and proximity of medical treatment, and recommendation. The patients in the geriatric hospital first looked for kindness and convenience, second the reliance and proximity of medical treatment, third predominance of facilities, and last recommendation. The general hospitals main priority was the reliance and proximity of medical care, second predominance of facilities, kindness and hospitality, and last recommendation. 3. The satisfaction rate was higher in the geriatric hospital compared to general hospitals, but the satisfactory of factors were very similar. Patients in the geriatric hospital were pleased with the hospital staffs kindness, quick nursing and the improvement of inconvenient matters, and clear diagnosis of the doctors. The general hospital patients were satisfied with the hospital staffs clear explanation and accurate diagnosis 4. The analysis in the satisfactory factors turned out to be the environment of the hospital, kindness of the staff, and convenience. Both the patients of the geriatric hospital and general hospitals were very pleased with the kindness of the hospital staff. Ranking second and third was convenience and service for the geriatric hospital, and environment of the hospital and convenience for the general hospital. 5. According to a rank of multiple recurrent analysis of the patients satisfaction and the intention of re-visiting in addition to intention of solicitation, in the case of a geriatric hospital, when the intention of re-visiting is the dependent variable, the first stage shows that the less insurance the patient has, the higher was the intention of re-visiting. In the second stage, the more satisfied the patient is of the staffs kindness, the higher was the intention of re-visiting. Further more, when the intention of solicitation is the dependent variable, the first stage shows that not all the independent variables were significant, but the second stage shows that the more satisfied the patient is of the staffs kindness and the hospital along with the medical treatment expenses, the higher was the intention of solicitation. 6. In the first stage of a rank of multiple recurrent analysis of the satisfaction of the general hospital and the intention of re-visiting, not all the variables were significant, but in the second stage, all the satisfaction by factors were significant. Moreover, when the intention of solicitation was the dependent variable, the first stage shows not all the variables were significant, but in the second stage, all the satisfaction by factors were significant. That is to say, in the case of a general hospital, the satisfaction of the hospital and the medical treatment expenses were high, and the more satisfied the patient is of the hospitals environment and the staffs kindness, the intention of re-visiting and the intention of solicitation was higher.

• 치위생과학회지
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• 제10권6호
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• pp.473-479
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• 2010

본 연구는 경기도에 소재하고 있는 D 대학의 학생을 대상으로 치과의료서비스 이용시 의료진의 친절정도를 알아보기 위해 2008년 10월 2일부터 2009년 3월 6일까지 502명을 대상으로 연구 목적을 설명한 후 설문조사를 실시, 그 결과를 분석하여 다음과 같은 결과를 얻었다. 1. 성별은 여자가 71.3%로 많았으며, 연령은 20세 이하가 67.7%로 가장 많았고, 치과방문 경험자는 89.2%이었다. 치과방문 경험자 중 구강건강에 매우관심이 있다는 31.1%이었으며, 본인이 지각하는 현재 구강건강상태에서는 이상이 있다가 35.1%로 높게 조사되었다. 2. 일반적 특성과 구강건강관심도와의 관련성은 남자 79.9%, 여자 83.2% 모두에서 구강건강에 대한 관심이 매우 높았으며, 연령에서는 26세 이상에서 92.0%로 가장 높았다. 3. 일반적 특성에 따른 현재 구강건강상태와의 관련성은 이상이 있다, 치아우식증이 있다, 치주병이 있다를 건강하지 못한 것으로 간주하면 남자 66.0%, 여자 70.9%가 건강하지 못한 것으로 조사되었으며, 26세 이상에서 72.0%로 가장 높게 조사되었다. 4. 치과병의원 방문경험자 이용실태에서는 경험이 없는 이유는 아픈 곳이 없어서가 34.6%로 높았으며, 방문이유는 아픈 치아를 치료받기 위해서가 63.0%로 가장 높았다. 치과의사와 치과위생사의 친절인식정도에서 매우 만족하는 경우는 각각 40.6% 와 45.8%이었으며, 만족이유는 환자 맞이시 편안하다가 34.4%로 높았으며, 불만족 이유는 치료에 대한 설명 부족이 30.7%로 높았다. 5. 치과의료진의 친절인식정도는 치과의사에게 만족한다 남자 60.9%, 여자 56.1%이었으며, 치과위생사에게 만족한다는 남자 66.9%, 여자 59.6%이었다. 연령에서는 26세 이상에서 치과의사에게 62.5%, 치과위생사에게 78.3%가 만족하는 것으로 높게 나타났다. 6. 구강건강관심도와 현재 본인이 지각하는 구강건강상태에 따른 친절인식정도에서는 구강건강에 관심이 많은 경우 치과의사 68.0%, 치과위생사 67.8%로 높았으며, 구강건강관심도가 낮은 경우에도 친절인식정도가 치과의사 50.0%, 치과위생사 66.7%로 높았으며, 구강건강상태가 건강하다고 지각하는 경우 친절인식정도가 높았으며 통계적으로도 각각 유의하였다(p<.022),(p<.023).

• 대한토목학회논문집
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• 제37권2호
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• pp.369-377
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• 2017

부산광역시는 대중교통이용활성화정책의 하나의 방안으로 2007년부터 버스준공영제를 실시하였다. 준공영제 실시 후 노선개편과 요금제도 개선 등의 효과로 인해 일정기간 동안 버스이용객은 증가하였지만 다시 이용객이 감소하고 있는 추세이다. 이는 시스템적인 측면의 개선을 통해 가져올 수 있는 효과만으로는 시내버스 이용증가에 한계가 있다는 것을 시사한다. 따라서 본 연구에서는 시내버스 이용을 증가시키기 위하여 새로운 방안이 필요하다고 판단되어 친절서비스 향상 방안에 대해 분석을 실시하였다. 부산광역시 시내버스이용자와 운전자에게 16가지 친절서비스항목에 대해 설문을 진행하여 분석하였으며 주요 내용은 다음과 같다. 시내버스이용자와 운전자를 대상으로 친절서비스 항목에 대한 중요 정도를 판단하는 분석을 실시한 결과 친절서비스를 유지강화 해야 할 분야, 점진적으로 개선해나가야 할 분야, 향상을 위해 권장해야 할 분야, 그리고 집중적으로 개선해나가야 할 분야로 분류되었다. 상기 4가지 친절서비스 분야에 대한 업체별 차이를 파악하고자 부산광역시 시내버스 33개 업체를 대상으로 군집분석을 실시 한 결과 4개의 군집으로 나누어졌으며 친절서비스에 대해 높은 중요도를 보이는 2개의 군집(14개 업체)과 낮은 중요도를 보이는 2개의 군집(19개 업체)으로 분류되었다. 또한 4개의 친절서비스 분야가 군집 간에 유의한 차이를 보이는지 살펴보기 위하여 다변량 분산분석(MANOVA)을 실시한 결과 차이가 명확히 있는 것을 파악되었으며 이를 통해 부산광역시 시내버스 친절서비스 향상을 위한 제고방안에 대하여 고찰 하였다.

• 보건교육건강증진학회지
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• 제14권1호
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• pp.97-113
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• 1997

It is very important to estimate the patients satisfaction level with medical services, to classify the objectvies according to the patients characteristics and sub-satisfaction factors. The purpose of this study is to determine the factors affecting satisfaction in oriental hospital. The 549 patients' hospitalized in five oriental hospital in Taegu city and one oriental hospital in Kyungbuk province were selected for this study. The results summarized are as follows. l. The general characteristics of 549 objectvies were included gender, age, education, occupation, income level, length of stay, health status of hospitalized, and expectation for medical care. 2. Patients characteristics affecting patients total satisfaction, as for age(b=0.05), health status of patients(b=-0.052), and expectation for medical care(b=0.117) were significant, while gender, education, job, income level, and length of stay were not. As the factors according to patients satisfaction, accessibility(b=0.09l), doctor's kindness(b=0.357), staff kindness(b=0.137), nurse's skills(b=0.111), hospital facilities(b=0.211), and medical fee(b=-0.160) were significant. In total patients' satisfaction, Doctor's kindness was the most significant of prediction variables. In general the factors affecting In-patient satisfaction of oriental hospital was highly associated with doctor's kindness.

• 한국조리학회지
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• 제9권3호
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• pp.141-154
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• 2003

The purpose of this study is to find customer satisfaction at take-out coffee shops by examining their choice attributes, and to find the operational suggestion of the shops by identifying relations between customer satisfaction and choice factors and by finding significant factors, in order to offer subsequential developments for take-out coffee shops. When it comes to choosing a take-out coffee shop, women are found to consider pleasantness, kindness, and warranty more than men do. By age, those in the thirties are found to think much of typicalness, pleasantness, and trust than people in any age do, while those under the twenties kindness. By job, it is found that office workers think typicalness, pleasantness to be important, while students trust The more customers are satisfied at trust and kindness, the more customers are willing to use the shop again. Thus, to make the better service of take-out coffee shops, it requires drastic, continuous training for employees, introduction of specific marketings, management of corporate brand images, manpower administration that will maximize profits with small members, continuous menu development, study of taste, stage preparation and standardized service quality techniques and know-how specific to a coffee shop that will lead customers to revisit the shop.

• 한국간호교육학회지
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• 제26권3호
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• pp.311-321
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• 2020

Purpose: This study examined the effects of a loving-kindness and compassion meditation program on the empathy, emotion, and stress of nursing college students. Methods: A pre-posttest experimental design with a non-equivalent control group was applied. The participants were 39 nursing college students (experimental group: 19, control group: 20). The loving-kindness and compassion meditation program for nursing college students took 8 weeks. Data was collected from February 2016 to March 2016, and was analyzed by Chi-square test and independent t-test using IBM SPSS/WIN 19.0. Results: The difference between the experiment group and control group was statistically significant in empathy, negative affect, and perceived stress. Conclusion: The results indicate that the loving-kindness and compassion meditation program was effective for empathy improvement and stress management of nursing college students.

• 한국조리학회지
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• 제10권1호
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• pp.14-31
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• 2004

The purposes of this study are to find influential factors on relations between customer quality and service quality of hotel foods & beverages, to find out factors influencing on customers' intention to revisit, to understand suggestive points in the side of operation of hotel's foods & beverages, and to offer basal materials for establishing marketing for hotel operators. The study results were proved followings; in factors of customer quality, the higher factors of customers' manner·etiquette, the higher pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages. The higher factor of customers' social status, the higher typicalness, pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages. The higher customers' economic level, the higher pleasantness, trust, kindness. The higher customers' manner·etiquette, customers' social status, customers' economic level, at corners selling foods & beverages in hotels, the higher typicalness, pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages, the higher customers' intention to revisit. Therefore, in order to improve services of corners selling foods & beverages in hotels, customer quality must improve, and marketing strategies proper for maintaining improved customer quality. As customers think much of hotel employees' service quality, kindness, and care, kind and skillful employees need be distributed in hotels. In order to elevate quality of employees working at corners selling foods & beverages in hotels, which is adequate for images of hotels, supervisors of companies or relevant departments must implement the reward system to encourage hotel employees to work at parts adequate for employees' individual ability as well as get feeling of accomplishment, in order for employees to keep liveliness and self-confidence.