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

Lee, Mi-Aie (Department of Nursing, Dongguk University)
Gong, Soung-Wha (Nursing Team, Dongguk University Ilsan Hospital)
Cho, Su-Jung (Dongguk University Ilsan Hospital)
Publication Information
Journal of Korean Academy of Nursing Administration / v.18, no.1, 2012 , pp. 96-105 More about this Journal
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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