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KMID : 0614820030090010031
Journal of Korean Academy of Nursing Administration
2003 Volume.9 No. 1 p.31 ~ p.40
Customer Satisfaction on the Nursing Services : A Relationship among the Expectation and the Perceived Performance and the Willingness of Reuse of Patients on the Nursing Services
Jung Won-Suk

Yoon Sook-Hee
Abstract
Purpose: The purpose of this study is to analyze the correlation among Expectation, Performance-Perception, Willingness of reuse of hospital.

Methods: The subjects of this study were 120 patients who were admitted in the hospitals over 1 week in Pusa. The data was collected by self-reporting questionnaires from Oct. 16th, to Nov. 5th, 2001. The data were analysed by SPSS/PC package using frequency, percentage, mean, standard deviation, Pearson¢¥s correlation coefficient.

Results: The results were as follows;
1) The mean score of Expectation was 3 and over. The highest item was ¢¥equal treatment¢¥ and the lowest was ¢¥safety in transaction¢¥.
2) The mean score of Performance-Perception was 4 and under. The highest item was ¢¥nurse¢¥ attractive appearance¢¥ and the lowest was ¢¥equal treatment¢¥, ¢¥kindness and etiquette¢¥.
3) The mean score of Willingness of reuse was 3.11.
4) There was a statistical significance of the difference between Expectations and Performance-Perception. The highest difference item was ¢¥equal treatment¢¥, and then the lowest difference item was ¢¥working environment arrangement/order¢¥.
5) There were statistically significant positive correlation among Expectations, Performance-Perception, and Willingness of reuse. The highest correlation was 0.89 between Performance-Perception and Willingness of reuse.

Conclusion: Nursing managers have to develop nurse training programs for improving of patient¢¥s performance perception on nursing service.
KEYWORD
nursing service, customer satisfaction,
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