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KMID : 0614820050110040425
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Journal of Korean Academy of Nursing Administration
2005 Volume.11 No. 4 p.425 ~ p.437
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A Comparative Study of Consumers and Providers on Nursing Service Quality, Satisfaction, and Hospital Revisiting Intent
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Lee Mi-Aie
Yom Young-Hee
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Abstract
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Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers.
Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis.
Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer’s overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers.
Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.
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KEYWORD
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Hospital Nursing Service, Healthcare Quality
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