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소비자가 지각하는 간호서비스 질과 괴리에 관한 연구

A Study of the Nursing Service Quality and Gap Perceived by Consumers

Abstract

Purpose: The purpose of this study was to develop a tool that measures the quality of nursing service, to measure the quality of nursing service perceived by consumers, and to identify the gaps between ideal and actual nursing services. Method: A questionnaire was developed and distributed to 300 people who had been hospitalized in one of six general hospitals with quality of nursing services in five provincial cities in Korea. For data analysis, the SPSS/WIN(ver 10.0) program was used. Result: The 20 attributes included in the instrument of quality of nursing service is abstracted into 2 factors: tangibility and intangibility. In quality analysis, 15 of 20 attributes are minus scores, meaning that those nursing services are perceived as generally low. However among the minus scores' attributes, only two attributes are significant statistically. Gaps between importance and performance of the nursing service exists in 19 among 20 attributes. Conclusion: Nursing service quality (performance-expectation) needs to be improved, and Gaps (importance-performance) reduced. In addition, a tool measuring nursing service quality has to be developed so nurses can deal successfully with the quality and gaps of nursing service perceived by consumers.

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이 논문을 인용한 문헌 (3)

  1. 김희정 2009. "경기도 정신보건센터 서비스에 대한 가족 만족도 조사 - 경기도 31개 정신보건센터를 중심으로 -" Journal of Korean academy of nursing = 대한간호학회지, 39(1): 124~135 
  2. 변도화 2013. "방문요양서비스 이용자가 지각한 서비스의 질 측정을 통한 중요도와 성과도 분석" 한국산학기술학회논문지 = Journal of the Korea Academia-Industrial cooperation Society, 14(1): 247~256 
  3. 정혜영, 변도화 2014. "SERVQUAL을 적용한 일 보건소 이용자의 보건의료서비스 질적 수준 평가" 韓國保健看護學會誌 = Journal of Korean public health nursing, 28(3): 553~564 

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