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간호서비스 질, 만족 및 병원 재이용 의도에 관한 소비자와 제공자간의 지각차이 비교

A Comparative Study of Consumers and Providers on Nursing Service Quality, Satisfaction, and Hospital Revisiting Intent


Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers. Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis. Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer's overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers. Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.

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  1. Lee, So-Young 2010. "Relations Among Professionalism, Organizational Commitment and Job Satisfaction among Clinical Nurses" 동서간호학연구지 = Journal of East-West nursing research, 16(2): 179~189 
  2. Jeong, Hyeon-Cheol ; Seong, Kea-Mi ; Jeong, Mi-Yang 2010. "The Effect of a Hospital Life Guidance Movie for Elderly In-patients" 기본간호학회지 = Journal of Korean Academy of Fundamentals of Nursing, 17(2): 142~148 
  3. Kim, Kyoung-Hwan ; Chang, Young-Il ; Jung, You-Soo 2011. "A Study on Revisiting Intentions of Medical Institution Customers and Service Quality Factors Influencing Word-of-Mouth Effect" 品質經營學會誌 = Journal of Korean Society for Quality Management, 39(1): 15~23 

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