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이미애 ( Lee Mi-Aie ) - 동국대학교 의과대학 간호학과
염영희 ( Yom Young-Hee ) - 중앙대학교 의과대학 간호학과
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Abstract
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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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KeyWords
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서비스 질, 만족, 병원 재이용 의도, 소비자, 간호사
Hospital Nursing Service, Healthcare Quality
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원문 및 링크아웃 정보
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등재저널 정보
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