Journal List > J Korean Acad Nurs Adm > v.18(1) > 1051666

Lee, Gong, and Cho: Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent

Abstract

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.

References

1. Andeleeb SS. Service quality perceptions and patient satisfaction: a study of hospital in a developing country. Social Science and Medicine. 2001. 52(9):1359–1370.
2. Brady MK, Robertson CJ. Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-sectional study. Journal of Business Research. 2001. 51:53–60.
3. Baron RM, Kenny DA. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical consideration. Journal of Personality and Social Psychology. 1986. 51(6):1173–1182.
4. Cheng SH, Yang M.C, Chiang TL. Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. International Journal of Quality Health Care. 2003. 15:345–355.
5. Cho HR. A study of the satisfaction with health care service and the repurchase intention of inpatients. 2005. Cheonan: Dankook University;Unpublished master's thesis.
6. Cronin JJ Jr, Taylor SA. SERVQUAL versus SERVPERF: reconciling performance-based and perceptions minus expectation measurement of service quality. Journal of Marketing. 1994. 01. 58:125–131.
7. Jeong SW. Determinations of Patients' Intent to Revisiting at National University Hospitals in Korea. 2004. Seoul: Yonsei University;Unpublished master's thesis.
8. Jeong SW. Determinations of Patients' Intent to Revisiting at National University Hospitals in Korea. 2004. Seoul: Yonsei University;Unpublished master's thesis.
9. Jung MS, Youn MJ. A study on the consumers' expectation, perception, quality, and satisfaction with the industrial nursing services. Journal of Korean Community Nursing. 2001. 12(3):570–581.
10. Kersnik J. Patients' recommendation of doctor as an indicator of patient satisfaction. Hong Kong Medical Journal. 2003. 9:247–250.
11. Kim CM. Analysis of relating factors with customer loyalties in hair service. Journal of Marketing Management Research. 2002. 7(2):87–115.
12. Kim KS, Ha EH. 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. 2009. 15(2):103–114.
13. Kim SM. Nursing Service Quality Measurement for Establishing Nursing Service Marketing Directions of One General Hosiptal - Being used SERVQUAL -. 2005. Seoul: Sungkyunkwan University;Unpublished master's thesis.
14. Korea Nurses Association. Definition of Nursing Paper presented at the 1st National Convention on the 60th Anniversary of the Founding. 1983.
15. Lee MA. 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. 2004. 10(4):473–484.
16. Lee MA. 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. 2005. 35(7):1210–1220.
17. Lee MA. A study of nursing services quality, general satisfaction of medical services, and revisiting intent of hospital. Journal of Korean Academy of Nursing Administration. 2007. 13(3):362–372.
18. Lee MA, Yom YH. A comparative study of consumers and providers on nursing service quality, satisfaction, and hospital revisiting intent. Journal of Korean Academy of Nursing Administration. 2005. 11(4):425–437.
19. Lee MA, Yom YH. 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. 2007. 44(2007):545–555.
20. Lee S, Cho WH, Choi KS, Kang MG. Comparative analysis of models for measuring consumer satisfaction in health care organization. Korean Journal of Preventive Medicine and Public Health. 2001. 34(1):55–60.
21. Lee SH, Kim HM, Kim JH, Ha GY. 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. 2008. 41(5):315–322.
22. Nunnally JC, Bernstein IH. Psychometric theory. 1994. 3rd ed.New York: McGraw-Hill.
23. Oliver LR, Swan J. Consumer perception of interpersonal equity and satisfaction in transaction: a field survey approach. Journal of Marketing. 1989. 04. 53:21–35.
24. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multi-item scale for measuring consumer perception of service quality. Journal of Retailing. 1988. 64(Spring):12–40.
25. Parasuraman A, Zeithaml VA, Berry LL. Reassessment of expectation in measuring service quality: implication for further research. Journal of Marketing. 1994. 01. 58:111–124.
26. Park KS. The Difference of Awareness between Patients and nurses on the nursing service and the intention of reusing the hispoital. 2009. Daegu: Kyungpook National University;Unpublished master's thesis.
27. Rho EK, Oh SH. The relationships between patients perceived quality of healthcare service and intention to re-visit. Journal of Korean Academy of Nursing Administration. 2008. 14(2):176–181.
28. Shin EJ. A study on the Satisfaction and Intention to Reuse of Medical Service Users. 2004. Cheonan: Dankook University;Unpublished master's thesis.
29. Tung YC, Chang GM. Patient satisfaction with recommendation of a primary care provider: associations of perceived quality and patient education. International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care / ISQua. 2009. 21:206–213.
30. Yoo DK. Integrated Marketing. 2004. Seoul: Lenet.
TOOLS
Similar articles