Journal of Korean Clinical Nursing Research (임상간호연구)

Hospital Nurses Association (병원간호사회)
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Relationship among Nurses' Communication Style, Nursing Service Satisfaction, Hospital Service Satisfaction Perceived by Patients' Family and Intent to Revisit the Hospital

환자가족이 지각하는 간호사의 의사소통 스타일, 간호서비스 만족, 병원서비스 만족과 병원 재이용 의도 관계연구

  • Seo, Hyang Lan (Department of Nursing, Presbyterian Medical Center) ;
  • Eom, Hea Kyoung (Department of Nursing, Presbyterian Medical Center) ;
  • Seo, Yu Kyung (Department of Nursing, Presbyterian Medical Center) ;
  • Choi, Mi Jung (Department of Nursing, Presbyterian Medical Center) ;
  • Im, Shin Il (College of Nursing, Jesus University) ;
  • Shin, Sun Mi (Department of Nursing, Presbyterian Medical Center) ;
  • Lee, Mi Hee (Department of Nursing, Presbyterian Medical Center) ;
  • Hwang, Seul Ah (Department of Nursing, Presbyterian Medical Center)
  • Received : 2016.09.30
  • Accepted : 2016.10.24
  • Published : 2016.12.30
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Abstract

Purpose: This research aimed at investigating the relationship among nurses' communication style, nursing service satisfaction, hospital service satisfaction, and intent to revisit the hospital. Methods: A correlational study was conducted including 270 family members of patients who were hospitalized in general wards in a general hospital in J city. Collected data were analyzed using SPSS 21.0 and AMOS 21.0. Results: Affective communication style demonstrated the highest correlation with intent to revisit the hospital, followed by informative communication style, and authoritative communication style. Nursing service satisfaction demonstrated indirect effect through the parameter, hospital service satisfaction to the intent to revisit the hospital. Hospital service satisfaction demonstrated direct effect influencing the intent to revisit the hospital. Conclusion: With respect to nursing service, affective communication style is important to promote intent to revisit the hospital. It is necessary to improve nursing service, since it is an important variable that can improve hospital service satisfaction and hospital revisit intent.

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