Journal of Korean Academy of Nursing Administration (간호행정학회지)
- Volume 9 Issue 2
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- Pages.251-264
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- 2003
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- 1225-9330(pISSN)
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- 2288-4955(eISSN)
Measuring expectations by SERVQUAL scale in the assessment of nursing service quality
기대수준 측정방법에 따른 간호 서비스의 질 평가;제주 지역의 종합병원들을 중심으로
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Kim, Jeong-Hee
(Department of Nursing, Medical School, Cheju National University)
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김정희
(제주대학교 간호학과)
- Published : 2003.06.30
Abstract
Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction(