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KMID : 0614820020080010151
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Journal of Korean Academy of Nursing Administration
2002 Volume.8 No. 1 p.151 ~ p.167
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The Difference in Medical and Nursing Service Satisfaction between Internal and External Customers
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Moon Inn-Oh
Lee Myung-Ha
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Abstract
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Purpose: The purpose of this study is to present the direction of service marketing for improving customers´ satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers.
Method: The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 strustured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care (1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.
Result: 1. In overall medical service satisfaction scores, external customers´ satisfaction showed significantly higher than internal customers´ (p=.000) and there was no significant difference between external customers (p>.05). But there was significant difference between internal customers (p<.05).
2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients´ nursing service satisfaction showed significantly higher than outpatients´ (p<.001). And there was significant difference in nursing service satisfaction between internal customers (p<.05).
Conclusion: To increase external customers´ satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers´ satisfaction. Also to increase outpatients´ satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.
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KEYWORD
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customer satisfaction, medical service satisfaction, nursing service satisfaction,
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