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KMID : 0388520110230010061
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Nursing Science - Ewha Womans University
2011 Volume.23 No. 1 p.61 ~ p.73
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A Study on Quality of Ambulatory Nursing Service
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Lee Hye-Jin
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Abstract
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Purpose: This study was conducted as a descriptive survey for investigating the quality of nursing service for outpatients at general hospitals. Methods: Data were collected using questionnaires from 302 outpatinets at two general hospitals in S city and G city. The data were analyzed by SPSS win 17.0 program. Results: Major explainers were a nurse (34.4%) and a nurse`s assistant (65.6%). Consumers` expectation of ambulatory nursing service was 4.05±.52 on the average, the perceived performance of ambulatory nursing service was 3.87±.60 on the average, and the quality of ambulatory nursing service(perceived performance-expectation) was 0.18 on the average, showing that the perceived performance of nursing service fell short of clients` expectation (t=4.737, p=.000). By sub-area, service quality was high in order of empathy (-0.15), assurance(-0.17), tangibles(-0.18), responsiveness(-0.21), and reliability(-0.22). Conclusion: These result suggest that ambulatory nursing service should be development to improve the quality of nursing.
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KEYWORD
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Nursing service, Quality, Ambulatory Care, SERVQUAL
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