• Title/Summary/Keyword: Communication Satisfaction

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The Effect of SBAR Communication on Nurse's Perception about Communication and Attitudes toward Patient Safety (SBAR를 이용한 의사소통이 간호사의 의사소통 인식과 환자안전에 대한 태도에 미치는 효과)

  • Kim, Mi Young;Kim, Kyeong Sug
    • Journal of Korean Clinical Nursing Research
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    • v.24 no.1
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    • pp.23-33
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    • 2018
  • Purpose: The purpose of this study was to investigate the effect of SBAR communication program on nurse's perception about communication and attitudes toward patient safety. Methods: A single-group pre-post experimental study was conducted. A SBAR education program was provided to 167 nurses working in 9 general wards of a hospital in Seoul. A total of 153 questionnaires were included for the final analysis. Statistical analysis included analysis of variance, paired sample t-test, and Cochran-Mantel-Haenzel test. Results: After applying SBAR communication education, nurses perceived significant improvement in three of the five categories of communication between nurses and doctors; satisfaction (p=.001), accuracy (p=.001), and understanding (p=.002). The indicators of communication between nurses were also improved significantly in the order of accuracy (p=.001), satisfaction (p=.001), shift communication (p=.001), and openness (p=.016). The scores of nurse's attitudes toward patient safety demonstrated a significant increase in the five categories out of the six; perception of management (p=.001), working condition (p=.001), safety climate (p=.001), teamwork climate (p=.001), job satisfaction (p=.012). Conclusion: It is recommended that nurses and doctors use SBAR communication in their practice. Developing education programs and utilization methods is required for the effective establishment of SBAR communication.

Effects of Parent-Adolescent Communication, Adolescent's Self-Esteem and Strategies in Peer Conflict Situations on Satisfaction with Peer Relationships among Korean Adolescents (청소년이 지각한 부모-자녀간 의사소통과 자아존중감, 친구간 갈등해결전략이 교우만족도에 미치는 영향)

  • Choi, Yu-Jin;Yoo, Gye-Sook
    • Journal of Families and Better Life
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    • v.25 no.3 s.87
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    • pp.59-75
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    • 2007
  • This study investigates the effects of parent-adolescent communication, adolescent self-esteem, and strategies in peer conflict situations on the satisfaction of adolescents with their peer relationships. The subjects included students attending a girls' and a boys' middle school in Gongju City. Random sampling was used to pick a class from each of the three grades in the schools. 233 students, who's both parents were living, were used in the final analysis in an effort to examine the impacts of student communication with parents on student satisfaction with their friends. The findings were as follows: the subjects most often used the yielding type of conflict-resolving strategy, followed by the cooperating, compromising, dominating, and avoiding strategy-type. The girls showed a higher level of parent-child communication than the boys. Girls had high self-esteem and mostly adopted the cooperating type of conflict-resolving strategies, followed by the yielding, compromising, dominating and avoiding strategy-type. The boys mostly employed the yielding strategy type followed by the cooperating, compromising, dominating, and avoiding strategy-types. The results indicate that the satisfaction level with friends was high among those who used the avoiding strategy-type less and yielding strategy-type more. Girls were found to have high self-esteem and engaged in communication with their parents. The compromising, cooperating, and dominating types of conflict-resolving strategies did not exercise significant influences on their satisfaction with friends.

A Study on the Convergent Influencing Factors of Nursing Service Satisfaction Perceived by Patients and Nurses (환자와 간호사가 인지한 간호서비스만족의 융복합적 영향요인에 관한 연구)

  • Ahn, Mi-Ae;Kwon, Myoungjin;Oh, So-Young
    • Journal of the Korea Convergence Society
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    • v.8 no.10
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    • pp.135-145
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    • 2017
  • 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.

The Moderating Effects of the Individual Characteristics in Relationships between the Hairdressing Business Workers' Organizational Communications on Job Satisfaction (헤어미용업 종사자의 조직커뮤니케이션과 직무만족의 관계에서 개인특성의 조절효과)

  • Woo, Mi-Ock;Park, Sun-Yi
    • Journal of the Korean Applied Science and Technology
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    • v.34 no.4
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    • pp.1004-1015
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    • 2017
  • This study attempted to determine the effects of organizational communication on job satisfaction as organizational performance for beauty salon employees as related to their personal characteristics. For empirical analysis, a questionnaire survey was conducted among beauty salon employees in Gyeongsangnam-do, and the collected data were analyzed. The results found the following: First, organizational communication had an effect on job satisfaction. In fact, compared to other factors, communication ability revealed the greatest influence on job satisfaction. In particular, the effect of organizational communication on job satisfaction was high in the following groups: 'age 40 or older', 'high school graduates or younger' and 'married'. The study results show that human resource management that comprehensively considers personal characteristics as well as organizational communication is essential in improving business performances by increasing employees' job satisfaction in the hairdressing industry.

Examining the Use of Geotags on Instagram: Motivation, Satisfaction, and Location-based Information Sharing in Hong Kong

  • Chan, Hiu Feng;Cho, Hee Jung;Lee, Hye Eun
    • International Journal of Internet, Broadcasting and Communication
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    • v.14 no.1
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    • pp.64-77
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    • 2022
  • The advent of location-based social networks (LBSNs), and the pervasive use of smartphones have allowed individuals to easily inform their status through locational information. This led to a new trend in social media: to upload geotagged photos that illustrate the location of the images and then share them with others. In this circumstance, the current study aims to examine the use of geotags on Instagram. Further, the motivations for using geotags as well as the relationship among the motivation, satisfaction, and location information sharing behavior are analyzed. The online survey was conducted on 411 respondents of Hong Kong who are active Instagram users. Based on uses and gratification theory and goal theory, the users' motivations and goals for utilizing geotags were divided into mainly two categories; task-involved and self-involved goals. Then, four different motivations (contribution, memory aid, showing off, and reputation gaining) were further examined. The result indicated that contribution, memory aid, and reputation gaining were the goals and motivation for the users to utilize geotags on Instagram, having a positive impact on satisfaction. However, a positive relationship between showing off and geotag satisfaction was not supported. Among four different factors, memory aid was found to have the strongest influence on geotagging satisfaction. The result of testing the relationship between geotag satisfaction and further location information sharing behavior also turned out to have a positive relationship. The implications and limitations of findings are also discussed in the study.

A Study on the Effects of Hospital Internal Marketing Factors on the Internal Customer Satisfaction

  • Ahn, Jong-Min
    • Korean Journal of Clinical Laboratory Science
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    • v.45 no.4
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    • pp.188-192
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    • 2013
  • This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

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The Effect of Perceived Service Quality of Web Portal Site on Trust, Satisfaction and Revisit Intention (포털사이트의 지각된 서비스 품질이 후속 행동에 미치는 영향에 관한 연구)

  • Lee, Seung-Hee;Kim, Hye-Kyoung
    • Journal of Digital Convergence
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    • v.6 no.1
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    • pp.75-82
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    • 2008
  • This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

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An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking (인터넷뱅킹에서 웹사이트 품질이 서비스가치와 고객만족에 미치는 영향)

  • Jo, Cheol-Ho;Park, Jeong-Won;Kim, Jong-Won
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2006.04a
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    • pp.216-223
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    • 2006
  • An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

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Impact of Societal Participation on Customer Satisfaction: Economic-Environmental Analysis from Saudi Banks

  • SOMILI, Hassan M.
    • The Journal of Asian Finance, Economics and Business
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    • v.9 no.5
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    • pp.177-186
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    • 2022
  • This study aimed to measure the impact of societal participation of Saudi banks on customer satisfaction and determine the statistical differences in customer satisfaction according to sex, age, income, education, and work type. Societal participation has economic and environmental dimensions. The study population includes all Saudis in the government, military, and private sectors reaching 3.58 million in 2021. The unit of analysis is Saudi customers of commercial banks. The 12 banks have societal programs. The research tool is a "Questionnaire," It is distributed face-to-face at places of work. The study concludes that economic participation has no impact on customer satisfaction; however, the impact of environmental participation on customer satisfaction is proved. The study shows no statistical differences in customer satisfaction according to mediators (sex, age, income, education, and work type). Despite the environmental participation being the tangible product by Saudi banks in the local market, the study concludes the positive relationship between societal participation and customer satisfaction. The study presents a set of recommendations for enhancing societal participation in the Saudi businesses environment.

A Pilot Study on the Practical Model of Nonverbal Communication for the Effective Information Services (정보조사제공에 있어서 비언어적 커뮤니케이션의 응용모형개발을 위한 실증적 연구)

  • Han Sang-Wan
    • Journal of the Korean Society for Library and Information Science
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    • v.25
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    • pp.83-150
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    • 1993
  • Traditionally, the emphasis of the information services had been placed on the information provider's knowledge of information sources or information systems. However, in view of the increasing complexity of the information environment. and changes taking place in information professions the evaluation of the information services has callded for further research in interpersonal communication aspects of the librarian user interface especially that which links to user satisfaction. This experimental study was carried out for the purpose of exploring the implications of nonverbal behaviors in measuring user satisfaction in the light of the fact that the meaning of nonverbal clues includes more than verbal communication especially in dealing with variable barriers even though they operate at low levels of awareness. In this sense, among the wide range of nonverbal communication areas in particular kinesics, artifacts and the proximics were examined to suggest alternative model which can be applied effectively in our specific set of information work environment. Two major university libraries and two research libraries in Korea were chosen and visited for the anlysis and per each refernce/information interview the librarian's nonverbal behaviors were checked on the observer's checklist and the qustionnaires completed by the user at a time. On the basis of these data firstly, the relation of user satisfaction concerned with the librarian's nonverbal communication to user satisfaction with information services was analyzed and the possible communication barriers were investigated. In addition, the effect of training the information librarian with positive nonverbal communication skills on the user's satisfaction was analyzed in a SAS computer program in the area of kinesics. On the other hand, the effect of other nonverbal behaviors such as proximics and artifacts known very important clues to improving a complex human interaction was discussed along with their experimental results. In conclusion, it was found that most of users were not sensitive to the importance of nonverbal behaviors exposed by the information librarian, but it was proved that the ultimate user satisfaction and the satisfaction of the librarian's nonverbal behaviors are correlated positively, Moreover, nonverbal behaviors displayed by the trained librarian toward the user had a considerable effect on the user's evalution of information services compared with those by the untrained. These findings imply that in order to control the librarian's nonverbal behaviors and to help the user overcome his barriers the information librarian as a specialist needs to assure and modify willilingly his communication behavior. Without making effective use of such nonverbal communication, information librarian could not expect to meet the user's information needs either. However, when these positive nonverbal behaviors are applied it would be highly desirable to be aware of cultural and contextual differences. With regard to increasing information services success the applicable nonverbal communication model for library management and education can be suggested as below.

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