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KMID : 1004620060120010109
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Clinical Nursing Research
2006 Volume.12 No. 1 p.109 ~ p.123
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A Study on the Perception Gap in Clinical Nursing Service between Customers and Providers
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Sung Young-Hee
Kwon In-Gak
Kim Mi-Kyung
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Abstract
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Purpose: The purpose of this study was to examine the expectation, performance, and perceived clinical nursing service quality on the basis of the model of SERVQUAL at one of the tertiary hospitals, where the ratio of inpatients to nurses is 2:1, located in Seoul.
Method: This study was cross-sectional survey. A convenience sample of 274 customers and 295 providers was obtained. Data were collected through self-reporting questionnaire in 2005. The questionnaire, 5 Likert scale, consists of 20 statements divided into 5 dimensions. The values of Cronbach’s α appeared to be 0.98 at the both group.
Result: Consumers’ expectation of the nursing service was not met in most of service factors except empathy. But the differences between expectation and performances were not statistically significant. Consumers’ perception on nursing service quality was significantly higher than that of the nurses. Reliability was perceived the most important dimension of nursing service by customers but tangibles was perceived less important than others. And the item of ’to provide nursing care promptly however busy nurses may be’ was pointed as the most urgent item to be improved.
Conclusion: To improve the quality of patient-centered nursing service, outstanding nursing service focused on reliability and assurance should be stressed.
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KEYWORD
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Nursing service, Quality, SERVQUAL
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