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정신병동 입원환자가 지각한 간호사의 비언어적 커뮤니케이션과 간호서비스 만족도의 관계에서 신뢰감의 매개효과

 The Mediating Effect of Trustworthiness in the Relationship between Psychiatric Nurses’ Nonverbal Communication and Clients’ Satisfaction on the Nursing Services

간호행정학회지 2009년 15권 3호 p.382 ~ 390
KMID : 0614820090150030382
위휘 ( Wee Hwee ) - 목포가톨릭대학교 간호학과

Abstract

Purpose: The purpose of this study was to determine whether nurses’ nonverbal communication predict clients’ service satisfaction and to investigate the mediating effects of their trustworthiness between nurses’ nonverbal communication and clients’ service satisfaction in psychiatric wards.

Methods: A convenience sample of 206 psychiatric inpatients was obtained. Participants completed a demographic sheet and three study instruments.

Results: There were statistically significant positive relationships between nurses’ nonverbal communication, trustworthiness and clients’ satisfaction. Trustworthiness was found to partially mediate the relationship between nonverbal communication and clients’ satisfaction.

Conclusion: Clients’ perception of nurses’ nonverbal communication, trustworthiness and satisfaction on the nursing services have a strong relationship. Findings contribute to a more comprehensive knowledge base regarding nursing services.
KeyWords
비언어적 커뮤니케이션, 간호서비스 만족도, 신뢰감
Nonverbal communicationNursing service satisfaction, Trustworthiness
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학술진흥재단(KCI) KoreaMed