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KMID : 1004620160220030368
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Clinical Nursing Research
2016 Volume.22 No. 3 p.368 ~ p.378
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Relationship among Nurses’ Communication Style, Nursing Service Satisfaction, Hospital Service Satisfaction Perceived by Patients’ Family and Intent to Revisit the Hospital
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Seo Hyang-Lan
Eom Hea-Kyoung
Seo Yu-Kyung
Choi Mi-Jung
Im Shin-Il
Shin Sun-Mi
Lee Mi-Hee
Hwang Seul-Ah
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Abstract
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Purpose: This research aimed at investigating the relationship among nurses’ communication style, nursing service satisfaction, hospital service satisfaction, and intent to revisit the hospital.
Methods: A correlational study was conducted including 270 family members of patients who were hospitalized in general wards in a general hospital in J city. Collected data were analyzed using SPSS 21.0 and AMOS 21.0.
Results: Affective communication style demonstrated the highest correlation with intent to revisit the hospital, followed by
informative communication style, and authoritative communication style. Nursing service satisfaction demonstrated indirect effect through the parameter, hospital service satisfaction to the intent to revisit the hospital. Hospital service satisfaction demonstrated direct effect influencing the intent to revisit the hospital.
Conclusion: With respect to nursing service, affective communication style is important to promote intent to revisit the hospital. It is necessary to improve nursing service, since it is an important variable that can improve hospital service satisfaction and hospital revisit intent.
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KEYWORD
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Nurses, Communication, Satisfaction, Nursing Service
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