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KMID : 0895020030060010041
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Chungnam Journal of Nursing Academy
2003 Volume.6 No. 1 p.41 ~ p.55
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The Nursing Service Repositioning Strategies to Increase Consumer’s Satisfaction
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Park Young-Hee
Na Hoo-Ja
Jeong Ha-Ran
Lee Shin-Sook
Park Myou-Yun
Lee Nam-Hyeong
Yoon Mi-Ok
Min Hyo-Suk
Shin Dong-Soon
Moon Weon-Hee
Hwang Kwan-Ok
Sim Hee-Sook
Oh Kyong-Ok
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Abstract
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The purpose of this study was to evaluate the change of the satisfaction degrees before and after repositioning strategies between the consumers and nurses about nursing services. The subjects of this study were composed of 666 consumers and 215 nurses. Data were collected from December 2002 to August 2003. The tool used for this study was modified SERVQUAL model and the data were analyzed using SPSS/PC ver. 10.0. The result of the study were as follows: 1. The satisfaction degrees of consumers about nursing services were showed statistically significant difference in all items (before repositioning: 73.67±12.27, after 1st repositioning: 74.5±10.62, after 2nd repositioning: 79.76±11.65) The influencing factor of nursing service was marital status according to the result of multiple regression analysis. 2. There was statistically significant difference in all 5 factors which were tangibility, reliability, responsiveness, assurance, empathy (P<0.001), in the satisfaction degrees of consumers about nursing service. 3. There was statistically significant difference in 3 factors which were tangibles, assurance, empathy (P<0.000) in the nurses’ satisfaction degrees about nursing service. 4. There was statistically significant difference in all 5 factors in satisfaction degrees about nursing service between the consumers and nurses (P<0.001). In conclusion, We know that this study contribute to consumers’ satisfaction improvements, it was shown positive change between the consumers’ and nurses’ satisfaction degrees about nursing service through the performance of repositioning strategies. If continuous investigation and feed back were accomplished for the consumers’ satisfaction improvements, we thought they brought us the goal of improved hospital image as well as rehospitalization, for increasing income.
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KEYWORD
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Increase consumer’s satisfaction, Nursing service, Repositioning
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