Browse > Article
http://dx.doi.org/10.15207/JKCS.2017.8.10.135

A Study on the Convergent Influencing Factors of Nursing Service Satisfaction Perceived by Patients and Nurses  

Ahn, Mi-Ae (Chungnam National University Hospital)
Kwon, Myoungjin (Department of Nursing Science, Daejeon University)
Oh, So-Young (Chungnam National University Hospital)
Publication Information
Journal of the Korea Convergence Society / v.8, no.10, 2017 , pp. 135-145 More about this Journal
Abstract
The purpose of the study is to investigate the converging factors influencing communication competence, nursing service quality and satisfaction, A self-reported questionnaire was filled out from August 1 to October 15, 2016 and the study subjects were 193 patients and 184 nurses. The IBM SPSS version 23.0 statistics program was used for analysis of the collected data. Significant factors influencing patients' perception of nursing service satisfaction were occupation, the nurse's communication skills, and nursing service quality, with a total explanatory power of 78.5%. Significant factors influencing nurses' perception of nursing service satisfaction were age, the nurse's communication skills, and nursing service quality, with a total explanatory power of 70.6%. The results of this study will be helpful in individual treatment for satisfaction of nursing service. To improve nursing service satisfaction, educational programs need to be developed that can enhance continuous communication skills and nursing service quality.
Keywords
Nurse; Patient; Communication; Service quality; Service satisfaction; convergent factors;
Citations & Related Records
Times Cited By KSCI : 11  (Citation Analysis)
연도 인용수 순위
1 G. Bartlett, R. Bartlett, R. Blais, R. Tamblyn, B. Clermont, B. MacGibbon. "Impact of patient communication problems on the risk of preventable adverse events in acute-care settings", Canadian Medical Association Journal. Vol. 178, No. 12, pp.1555-1562, 2008. https://doi.org/10.1503/cmaj.070690   DOI
2 W. Caris-verhallen, L. Timmermans, S. Dulmen. "Observation of nurse-patient interaction in oncology: Review of assessment instruments", Patient Education and Counseling. Vol. 54, No. 3, pp.307-320, 2004. https://doi.org/10.1016/j.pec.2003.12.009   DOI
3 B. Hemsley, S. Balandin, L. Worrall. "Nursing the patient with complex communication needs: Time as a barrier and a facilitator to successful communication in hospital", Journal of Advanced Nursing. Vol. 68, No. 1, pp.116-126. 2012. https://doi.org/10.1111/j.1365-2648.2011.05722.x   DOI
4 S. W. Jung, Y. J. Seo, H. J. Lee, L. K. Jee. "Determination of Patient Satisfaction and Intent to Revisit at National University Hospital in Korea", Korean Journal of Hospital Management. Vol. 10, No. 2, pp.111-123, 2005.
5 S. H. Kim, M. A. Lee, "Effects of Emotional Labor and Communication Competence on Turnover Intention in Nurses", Journal of Korean Academic Nursing Administration. Vol. 20, No. 3, pp.332-341, 2014. https://doi.org/10.11111/jkana.2014.20.3.332   DOI
6 M. A. Lee, Y. H. Yom. "A Comparative Study of Consumers and Providers on Nursing Service Quality, Satisfaction, and Hospital Revisiting Intent", Journal of Korean Academy of Nursing Administration. Vol. 11, No. 4, pp.425-437, 2005.
7 H. J. Song, S. M. Lee. "The Effects of Hospital Nurses' Self-Esteem and Communication Skill on Self-Leadership and the Quality of Nursing Service", The Journal of Korean Nursing Administration Academic Society. Vol. 22, No. 3, pp.220-229, 2016. https://doi.org/10.11111/jkana.2016.22.3.220   DOI
8 B. I. Park, K. H. Chung. "Comparison of Recognition for Nursing Services between Inpatients and Nurses", The Journal of the Research and Information Service. Vol. 14, pp.55-68, 2014
9 N. Y. Lee, J. Y. Han, M. J. Heo. "Comparison of satisfaction and need on nursing service perceived by the patients and nurses", Journal of the Korean data & information science society. Vol. 26, No. 1, pp.169-177, 2015.   DOI
10 J. W. Kim, I. S. Lee. "The Differences in Quality Perceptions, Expectations, Evaluation, and Satisfaction for Nursing Service between Patients and Nurses: Small-medium Sized General Hospitals", Journal of Korean Academy of Nursing. Vol. 34, No. 7, pp.1243-1254, 2004. https://doi.org/10.4040/jkan.2004.34.7.1243   DOI
11 Y. O. Sun, S. H. Kwak, H. J. Kwon, J. M. Seo. "A Study on Nursing Service Satisfaction and Intention to Revisit and Recommend Hospital in Inpatients", Global Health and Nursing. Vol. 1, No. 2, pp.93-101, 2011.
12 J. S. Kim, J. K. Kim, W. S. Han, M. S. Shim. "Effects of National Evaluation of Long-Term Care Hospitals on Hospital Workers' Work Environment, Job Satisfaction, and Quality of Services", Journal of Korean Public Health Nursing. Vol. 26, No. 1, pp.137-146, 2012.   DOI
13 J. Costello, L. Patak, J. Pritchard. "Communication vulnerable patients in the pediatric ICU: Enhancing care through augmentative and alternative communication", Journal of Pediatric Rehabilitation Medicine, Vol. 3, No. 4, pp.289-301, 2010.
14 B. Hemsley, S. Balandin. "'We need to be the centrepiece': Adults with cerebral palsy and complex communication needs discuss the roles and needs of family carers in hospital.", Disability and Rehabilitation. Vol. 30, No. 23, pp.1759-1771, 2008. https://doi.org/10.1080/09638280701645474   DOI
15 A. Wassenaar, J. Schouten, L. Schoonhoven. "Factors promoting intensive care patients' perception of feeling safe: A systematic review", International Journal of Nursing Studies. Vol. 51, No. 2, pp.261-273, 2014. https://doi.org/10.1016/j.ijnurstu.2013.07.003   DOI
16 M. A. Lee. "A Study of the Nursing Service Perceived by Consumers and Providers, and the Tool that Measures Nursing Service", Journal of Korean Academy of Nursing. Vol. 33, No. 6, pp.772-783, 2003. https://doi.org/10.4040/jkan.2003.33.6.772   DOI
17 Y. Chen, J. Liu, S. Xiao, X. Liu, X. Tang, Y. Zhou. "Model construction of nursing service satisfaction in hospitalized tumor patients", International Journal of Clinical and Experimental Medicine. Vol. 7, No. 10, pp.3621-3629, 2014.
18 H. R. Seo, H. K. Eom, Y. K. Seo, M. J. Choi, S. I. Im, S. M. Shin, et. al., "Relationship among Nurses' Communication Style, Nursing Service Satisfaction, Hospital Service Satisfaction Perceived by Patients' Family and Intent to Revisit the Hospital", Journal of Korean Clinical Nursing Research. Vol. 22, No. 3, pp.368-378. 2016.
19 A. Parasuraman, V. A. Zeithaml, L. I. Berry. "SERVQUAL: A Multiple-Item Scale for Measuring Computer Perception of Service Quality", Journal of Retailing. Vol. 64, pp.12-40, 2004.
20 Y. K. Kim, J. P. Yu. "A study on verbal and non-verbal communication of medical service provider", Journal of the Korea Service Management Society. Vol. 9, No. 1, pp.225-258, 2008. https://doi.org/10.15706/jksms.2008.9.1.010   DOI
21 M. A. Lee. "A Study of the Nursing Service Quality and Gap Perceived by Consumers", Journal of Korean Academy of Nursing. Vol. 34, No. 2, pp.225-234, 2004. https://doi.org/10.4040/jkan.2004.34.2.225   DOI
22 E. L. La Monica, M. T. Oberst. A. R. Madea, R. M. Wolf. "Development of a patient satisfaction scale?", Research in Nursing & Health. Vol.9, pp.43-50, 1986.   DOI
23 E. J. Yang. Comparison of contentment and its importance in nurse service which both patients and nurses can fee. Kyunghee University. Master's Thesis. 2002.
24 E. H. Gil. H. Y. Oh, "Outpatient's Nursing Service Satisfaction and Intent to Revisit Hospital According to Nurses' Communication Ability and Styles", Korean Journal of Health Communication. Vol. 9, No. 2, pp.143-153, 2014. https://doi.org/10.15715/kjhcom.2014.9.2.143   DOI
25 S. H. Yang, K. S. Jang, H. Y. Park. "Effects of Clinical Nurse's Intentional Nursing Rounds on Patient Needs and Satisfaction", Journal of Health Informatics and Statistics. Vol. 40, No. 1, pp.87-100, 2015.
26 S. Y. Ahn. "The Convergence Relation of Communication, Emotional Labor, and Organizational Commitment among Nurse", Journal of the Korea Convergence Society, Vol. 8, No. 6, pp.147-152, 2017.   DOI
27 K. S. Kim, E. O. Ha, "Factors Affecting Quality of Nursing Services and Intention to Revisit as Perceived by Hospitalized Patients and Nurses in Medium Sized Urban Hospitals", Journal of Korean Clinical Nursing Research. Vol. 15, No. 2, pp.103-114, 2009.
28 M. A. Lee. "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. Vol. 35, No. 7, pp.1210-1220, 2005. https://doi.org/10.4040/jkan.2005.35.7.1210   DOI
29 M. S. Seo, Y. I. Park. "The Communication Styles and Nursing Service Satisfaction of Clinical Research Nurses Perceived by Clinical Subjects", The Journal of Korean Academic Society of Nursing Education. Vol. 22, No. 4, pp.559-566, 2016. https://doi.org/10.5977/jkasne.2016.22.4.559   DOI
30 C. Pehrson, S. C. Banerjee, R. Manna, S. M. Johnson, S. Hammonds, N. Coyle, et al. "Responding empathically to patients: Development, implementation, and evaluation of a communication skills training module for oncology nurses", Patient Education and Counseling. Vol. 51, No. 4, pp.610-616, 2016.
31 J. S. Kim, H. A. Eom, M. S. Yu. "Medical Convergence analysis of complaint about medical service in an affiliated hospital", Journal of the Korean Convergence Society. Vol. 7, No.52, pp.117-125, 2016. http://dx.doi.org/10.15207/JKCS.2016.7.5.117   DOI