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KMID : 0614820070130030362
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Journal of Korean Academy of Nursing Administration
2007 Volume.13 No. 3 p.362 ~ p.372
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A Study of Nursing Services Quality, General Satisfaction of Medical Services, and Revisiting Intent of Hospital
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Lee Mi-Aie
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Abstract
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Purpose : This study was performed to identify the perception gaps of nursing services quality between
consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction
of medical services and revisiting intent of hospital by consumers.
Methods : The Joo’s questionnaire founded on
SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities,
Korea.
Results : It is identified that the perception gaps between consumer and providers exist, and consumers
perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent
of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a
powerful influences on revisiting intent of hospital.
Conclusion : It is concluded that the marketing strategies being
based on the perception gaps between consumers and providers should be specifically planned and applied to
improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact
attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of
hospital that consumers perceive.
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KEYWORD
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Nursing Service Hospital, Consumer Satisfaction, Health Care Surveys
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