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김기숙 ( Kim Ki-Sook ) - 아주대학교 간호대학
하은호 ( Ha Eun-Ho ) - 부평세림병원 간호과
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Abstract
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Purpose: The purpose of this study was to investigate factors which affect the quality of nursing services and intention to revisit as perceived by hospitalized patients and nurses in medium sized urban hospitals.
Methods: The SERVQUAL scale, a measurement of overall nursing services and intention to revisit a medical institution, was used. The sample consisted of 223 patients and 239 nurses from four medium sized hospitals in I city. Frequencies, t-test, One-way ANOVA, Pearson correlation coefficient and Stepwise method regression were used to analyze the data.
Results: For expectation, nurse and patient perceptions were similar, but for performance, patient perception was significantly higher than nurse perception for five factors. The factors affecting intention to revisit the hospital were those recommending, satisfaction with medical and nursing services.
Conclusion: The findings indicate that differences between expectations and performance for both patients and nurses need to be reduced in order to elevate patient satisfaction. A precondition for intention to revisit and increased satisfaction is the development of marketing strategies as well as intervention programs in nursing.
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KeyWords
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간호서비스 질, 재이용 의도, 의료기관
Quality of nursing service, Intention to revisit, Medical institution
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원문 및 링크아웃 정보
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등재저널 정보
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