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Lee, Gong, and Cho: Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent
Original Article
Journal of Korean Academy of Nursing Administration

Journal of Korean Academy of Nursing Administration 2012; 18(1): 96-105.

Published online: 31 March 2012

DOI: https://doi.org/10.0000/jkana.2012.18.1.96

Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent

Mi-Aie Lee1, Soung-Wha Gong2, Su-Jung Cho3

1Professor, Department of Nursing, Dongguk University, Korea.

2Nursing Team Leader, Dongguk University Ilsan Hospital, Korea.

3Head Nurse, Dongguk University Ilsan Hospital, Korea.

Correspondence: Lee, Mi-Aie. Department of Nursing, Dongguk University, 707 Sukjang-Dong, Gyeongju, Gyeongbuk 780-714, Korea. Tel: 82-54-770-2620, Fax: 82-54-770-2616, juliet@dongguk.ac.kr

Received 31 January 2012       Revised 11 March 2012       Accepted 12 March 2012

Copyright © 2012 Korean Academy of Nursing Administration

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.

Keywords: Nursing service, Consumer satisfaction, Hospital revisiting intent

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