Abstract
Development of Service Experience Evaluation Tool for Visiting Nurses of Public Health Center in Korea
Jiwon Kim
(Advisor: Prof. Nam-Hee Park, Ph.D.)
Department of Nursing,
The Graduate School, Inje University
Objective : The objective...
Abstract
Development of Service Experience Evaluation Tool for Visiting Nurses of Public Health Center in Korea
Jiwon Kim
(Advisor: Prof. Nam-Hee Park, Ph.D.)
Department of Nursing,
The Graduate School, Inje University
Objective : The objective of this study is to develop an evaluation tool for clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea. Detailed objectives are as follows. First objective is to examine the components and dimensions of the service provided by visiting nurses of public health center. Second is to develop survey questionnaires for measuring clients’ experience of visiting nursing service. Third is to test the validity and reliability of the evaluation tool.
Methods : This study is built upon Clark’s theory (2008) of community nurse role model and the 8-stage tool development methodology suggested by DeVellis (2012). Visiting nurse’s jobs and tasks were analyzed based on results from the preceeding studies including Nam & Cho’s study (2015) to construct the measurable components and domains of visiting nursing service through literature review followed by a series of focus group interviews (FGIs) with visiting nursing staff of public health centers, health policy experts and professors of community nursing discipline. Through FGIs and Delphi methods the survey questionnaires were classified and refined according to the five-dimension SERVPERF model suggested by Cronin & Tayler (1992), and then reviewed by a professor of education methodology. Data to validate the evaluation tool were collected through a survey administered to 200 visiting nursing service recipients from a public health center located in G city (148 persons or 74% responded), and its statistical analyse conducted using SPSS 28.0 program include frequency analysis, exploratory factor analysis to test validity, reliability test with Cronbach’s alpha, and stepwise regression analysis to determine the relative importance of survey components.
Results : Major findings are as follows. First, a tentative list of questionnaires with forty two measurable items were derived through several rounds of focus group interviews with nursing professors, health policy experts and visiting nursing staff, and later twenty five items were determined as a preliminary test set after a series of revision and removal from the aforementioned tentative set. Second, the 25-item preliminary survey tool comprised five dimensions of service quality, which include 4 items for Tangibles, 9 items for Reliability, 3 items for Responsiveness, 7 items for Assurance, and 2 items for Empathy. Third, after factor analysis and reliability analysis, only 14 items survived, being categorized into five dimensions of the SERVPERF model: 2 items for Tangibles, 3 items for Reliability, 3 items for Responsiveness, 4 items for Assurance, and 2 items for Empathy. However, three binary response items (including two items for Reliability and one item for Assurance) recommended by visiting nursing professionals and one more item with 11-point scale measuring general service experience were added to those statistically validated 14 items. The final version of evaluation tool to measure service experience for visiting nurse of public health center is comprised of 18 items.
Conclusion : This study tried to develop a valid and reliable tool for evaluating the clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea for the first time, and it would serve as a decent starting point to further improve the service quality of community nursing care.
Key words : Public Health Center, Visiting Nurse, Visiting Nursing Service, Development of Evaluation Tool, Service Experience,
Abstract
Development of Service Experience Evaluation Tool for Visiting Nurses of Public Health Center in Korea
Jiwon Kim
(Advisor: Prof. Nam-Hee Park, Ph.D.)
Department of Nursing,
The Graduate School, Inje University
Objective : The objective of this study is to develop an evaluation tool for clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea. Detailed objectives are as follows. First objective is to examine the components and dimensions of the service provided by visiting nurses of public health center. Second is to develop survey questionnaires for measuring clients’ experience of visiting nursing service. Third is to test the validity and reliability of the evaluation tool.
Methods : This study is built upon Clark’s theory (2008) of community nurse role model and the 8-stage tool development methodology suggested by DeVellis (2012). Visiting nurse’s jobs and tasks were analyzed based on results from the preceeding studies including Nam & Cho’s study (2015) to construct the measurable components and domains of visiting nursing service through literature review followed by a series of focus group interviews (FGIs) with visiting nursing staff of public health centers, health policy experts and professors of community nursing discipline. Through FGIs and Delphi methods the survey questionnaires were classified and refined according to the five-dimension SERVPERF model suggested by Cronin & Tayler (1992), and then reviewed by a professor of education methodology. Data to validate the evaluation tool were collected through a survey administered to 200 visiting nursing service recipients from a public health center located in G city (148 persons or 74% responded), and its statistical analyse conducted using SPSS 28.0 program include frequency analysis, exploratory factor analysis to test validity, reliability test with Cronbach’s alpha, and stepwise regression analysis to determine the relative importance of survey components.
Results : Major findings are as follows. First, a tentative list of questionnaires with forty two measurable items were derived through several rounds of focus group interviews with nursing professors, health policy experts and visiting nursing staff, and later twenty five items were determined as a preliminary test set after a series of revision and removal from the aforementioned tentative set. Second, the 25-item preliminary survey tool comprised five dimensions of service quality, which include 4 items for Tangibles, 9 items for Reliability, 3 items for Responsiveness, 7 items for Assurance, and 2 items for Empathy. Third, after factor analysis and reliability analysis, only 14 items survived, being categorized into five dimensions of the SERVPERF model: 2 items for Tangibles, 3 items for Reliability, 3 items for Responsiveness, 4 items for Assurance, and 2 items for Empathy. However, three binary response items (including two items for Reliability and one item for Assurance) recommended by visiting nursing professionals and one more item with 11-point scale measuring general service experience were added to those statistically validated 14 items. The final version of evaluation tool to measure service experience for visiting nurse of public health center is comprised of 18 items.
Conclusion : This study tried to develop a valid and reliable tool for evaluating the clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea for the first time, and it would serve as a decent starting point to further improve the service quality of community nursing care.
Key words : Public Health Center, Visiting Nurse, Visiting Nursing Service, Development of Evaluation Tool, Service Experience,
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