Purpose: This study was done to examine the influence of nursing service quality and medical service satisfaction on intent to revisit the hospital, and to identify mediating effects of medical service satisfaction between nursing service quality and intent to revisit the hospital. Methods: This study was a cross-sectional survey. Participants were 390 hospitalized patients at one general hospital in Gyeonggi Province. Data were collected from July 21 to September 10, 2010 and analyzed using SPSS/PC version 18.0. Results: The score for nursing service quality continuously improved but the scores for medical service satisfaction and intent to revisit the hospital did not changed significantly after estimated. Factors influencing intent to revisit the hospital were nursing service quality, medical service satisfaction, 'same religion', and 'Christian', and the explanation power of these four factors was 79.7%. Medical service satisfaction had a partial mediating effect between nursing service quality and intent to revisit the hospital. Conclusion: Findings indicate that nursing service quality is a very important factor to improve both medical service satisfaction and intent to revisit the hospital. Nursing managers should develop strategies to improve nursing service quality.
Andeleeb, S.S. (2001). Service quality perceptions and patient satisfaction: a study of hospital in a developing country. Social Science and Medicine. 52(9), 1359-1370.
Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-sectional study. Journal of Business Research. 51, 53-60.
Baron, R.M., & Kenny, D.A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical consideration. Journal of Personality and Social Psychology. 51(6), 1173-1182.
Cheng, S.H., Yang M.C., & Chiang, T.L. (2003). Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. International Journal of Quality Health Care. 15, 345-355.
Cho, H.R. (2005). A study of the satisfaction with health care service and the repurchase intention of inpatients. Unpublished master's thesis. Dankook University. Cheonan.
Cronin, J.J. Jr., & Taylor, S.A. (1994). SERVQUAL versus SERVPERF: reconciling performance- based and perceptions minus expectation measurement of service quality. Journal of Marketing. 58(Jan), 125-131.
Jeong, S.W. (2004). Determinations of Patients' Intent to Revisiting at National University Hospitals in Korea. Unpublished master's thesis. Yonsei University. Seoul.
Jeong, G.J. (2009). The relationship among motives for selection of the hospital, satisfaction with the hospital services and intention of reusing recommending. Unpublished master's thesis. Hanyang University. Seoul.
Jung M.S., & Youn, M.J. (2001). A study on the consumers' expectation, perception, quality, and satisfaction with the industrial nursing services. Journal of Korean Community Nursing. 12(3), 570-581.
Kersnik, J. (2003). Patients' recommendation of doctor as an indicator of patient satisfaction. Hong Kong Medical Journal. 9, 247-25.
Kim, C.M. (2002). Analysis of relating factors with customer loyalties in hair service. Journal of Marketing Manage Research. 7(2), 87-115.
Kim, K.S., & Ha, E.H. (2009). Factors affecting quality of nursing service and intention to revisit as perceived by hosiptalized patients and nurses in medium sized urban hospitals. Journal of Korean Clinical Nursing Research. 15(2), 103-114.
Kim S.M. (2005). Nursing Service Quality Measurement for Establishing Nursing Service Marketing Directions of One General Hosiptal - Being used SERVQUAL -. Unpublished master's thesis. Sungkyunkwan University. Seoul.
Korea Nurses Association (1983). Definition of Nursing Paper presented at the 1st National Convention on the 60th Anniversary of the Founding.
Lee, M.A. (2004). A study of the consumers and providers' perception on the factor of nursing service quality and the hospital revisiting intent. Journal of Korean Academy of Nursing Administration, 10(4), 473-484.
Lee, M.A. (2005). A comparative study of how subjects' characteristics and nursing service quality influence on hospital revisiting intent between patients and nurses. Journal of Korean Academy of Nursing. 35(7), 1210-1220.
Lee, M.A. (2007). A study of nursing services quality, general satisfaction of medical services, and revisiting intent of hospital. Journal of Korean Academy of Nursing Administration, 13(3), 362-372.
Lee, M.A., & Yom, Y.H. (2005). A comparative study of consumers and providers on nursing service quality, satisfaction, and hospital revisiting intent. Journal of Korean Academy of Nursing Administration, 11(4), 425-437.
Lee M.A., & Yom Y. H. (2007). A comparetive study of pateints' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Studies, 44(2007), 545-555.
Lee, S.H, Cho, W.H, Choi, K.S., & Kang, M.G. (2001). Comparative analysis of models for measuring consumer satisfaction in health care organization. Korean Journal of Preventive Medicine and Public Health. 34(1), 55-60.
Lee, S.H., Kim H.M., Kim, J.H., & Ha, G.Y. (2008). How are consumers, service and market factors related to customer loyalty in medical service?: targeting the medical consumer in a city. Journal of Preventive Medicine and Public Health. 41(5), 315-322.
Nunnally, J.C., & Bernstein, I.H. (1994). Psychometric theory(3rd ed.). New York : McGraw-Hill.
Oliver, L.R., & Swan J. (1989). Consumer perception of interpersonal equity and satisfaction in transaction: a field survey approach. Journal of Marketing, 53(April), 21-35.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perception of service quality. Journal of Retailing. 64(Spring), 12-40
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Reassessment of expectation in measuring service quality: implication for further research. Journal of Marketing. 58(Jan), 111-124.
Park, K.S. (2009). The Difference of Awareness between Patients and nurses on the nursing service and the intention of reusing the hispoital. Unpublished master's thesis. Kyungpook National University. Daegu.
Rho, E.K., & Oh, S.H. (2008). The relationships between patient's perceived quality of healthcare service and intention to re-visit. Journal of Korean Academy of Nursing Administration, 14(2), 176-181.
Shin, E.J. (2004). A study on the Satisfaction and Intention to Reuse of Medical Service Users. Unpublished master's thesis. Dankook University. Cheonan.
Tung, Y.C., & Chang, G.M. (2009). Patient satisfaction with recommendation of a primary care provider: associations of perceived quality and patient education. International Journal of Quality Health Care. 21, 206-213.
Yoo, D.K. (2004). Integrated Marketing. Seoul : Lenet.
이 논문을 인용한 문헌 (2)
Shin, Sa-Rang ; Park, Kyung-Yeon 2015. "Comparing Satisfaction with Nursing Care and Factors Relevant to Hospital Revisit Intent among Hospitalized Patients in Comprehensive Nursing Care Units and General Care Units" 간호행정학회지 = Journal of Korean academy of nursing administration, 21(5): 469~479
Cho, Haeryun ; Oh, Jina ; Jung, Dukyoo 2015. "Development of an Instrument to Measure the Quality of Care through Patients' Eyes for Hospitalized Child" CHNR : Child health nursing research, 21(2): 131~140