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KMID : 0614820020080010169
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Journal of Korean Academy of Nursing Administration
2002 Volume.8 No. 1 p.169 ~ p.191
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A Study on the Determinants of Consumer-Oriented Nursing Service Quality: SERVQUAL Model based
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Ju Mi-Kyeong
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Abstract
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As the tendency of the society is centralized into consumers and services, patients are getting to ask better medical services. The consumers influenced from various social surroundings became to have some expectation of nursing service. Compared with their expectation, the quality of the services which they virtually get may be recognized and evaluated. So it is necessary to know exactly what the consumers want in nursing services.
The purpose of this study is to examine the determinants which can evaluate the quality of nursing services by researching into consumers´ expectation and perception of the nursing services depending on the consumer-oriented attributions on the basis of the model of SERVQUAL. 1,144 of outpatients were selected as the subjects for this research. They used to continuously visit the same hospital after being hospitalized and nursed in 9 hospitals randomly selected among the secone-level medical organizations in Seoul from January to February, 2001. The collected data are analyzed into the Descriptive Statistics, t-test, GLM and Multiple Regression through the SAS program.
Delphi was used for the research tool and the results of the research are as follows; the determinants in evaluating the quality of nursing services consist of 5 categories such as Tangibility, Realibility, Responsiveness, Assurance, Empathy. The values of Cronbach´ alpha appeared to be 0.96 in the expectation of nursing services, 0.94 in the perception of nursing services and 0.96 in the importance of nursing services.
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KEYWORD
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nursing service marketing, nursing service expectation, nursing service perception, nursing service quality, nursing service quality determinants,
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