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Measurement of Nursing Service Quality using SERVQUAL Model (SERVQUAL 모델을 이용한 간호 서비스 질 측정)

  • Lim, Ji-Young;Kim, So-In
    • Journal of Korean Academy of Nursing Administration
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    • v.6 no.2
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    • pp.259-279
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    • 2000
  • This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

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A comparative study on health promotion lifestyles and attitudes between unmarried and married pregnant women (미혼임부와 기혼임부 건강증진행위 차이에 관한 비교연구)

  • 김혜숙;최연순
    • Journal of Korean Academy of Nursing
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    • v.23 no.2
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    • pp.255-268
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    • 1993
  • This descriptive correlational research was conducted to compare the relationship between self-esteem performance of antenatal care and health pro-motion lifestyles for unmarried and married pregnant women. The sample consisted of 94 married women attending one general hospital and residing in Seoul and 82 unmarried women from two social institutes for unmarried women. The tool used for this study was a structured questionnaire which was developed and revised by the researcher. The tool consisted of 12 items related to demographic characteristics, 10 items on self-esteem measurement, 20 items on performance of antenatal care and 37 items on health promotion lifestyle profile. The data collected from the interviews were analyzing using the SPSS, yielding frequencies, percentiles, means, standard deviations, t-test, ANOVA, Pearson’s Product Moment Correlation. The results of this study are as follows : 1) The demographic variables for the two groups were heterogenous except for religion. 2) The results of the comparison between the two groups were significantly different for self-esteem, married women(mean 20.41, standard deviation 3. 94) had higher scores on self-esteem than unmarried women(mean 24.02, standard deviation 4.11), (t=-5.91, p .001) 3) There was a stastically significant difference between the two groups on the health promotion lifestyle profile. The married women had higher scores on the health promotion lifestyle profile (t=7.22, p〈.001) 4) The score for married women on performance of antenatal care has higher than the score for unmarried women(t=8.83, p〈.001) 5) With regard to the relationship between health promotion lifestyle and performance of antenatal care and self-esteem, the correlation coefficient between self-esteem and health Promotion lifestyle for married women was .45, between per formance of antenatal care and health promotion lifestyle, .54, between self-esteem and performance of antenatal care, .32. For the unmarried women, between self-esteem and health promotion lifestyle, .39, between performance of antenatal care and health promotion lifestyle, .67, between self-esteem and performance of antenatal care, .30. 6) There was a statistically significant different between the two groups on all subconcepts of the health promotion lifestyle profile (p〈.001). 7) Comparison of the order of the scores between the two groups for the married women showed that the highest score was for nutrition, then self-actualization, interpersonal support, health responsibility, stress management and exercise in that order. For the unmarried women the highest score was for self-actualization followed by nutrition, interpersonal support, stress management, health responsibility, and exercise in that order. The score in the exercise domain was lowest in both groups. In conclusion, on the basis of the results of this study, resources and protection facilities for unmarried pregnant women could be improved through government policies and health care policies that would allow unmarried women to utilize significant social support resources and actualize health pro-motion lifestyles. Nursing should offer interventions to increase psychosocial adjustment and support tp improve the quality of life for unmarried pregnant women and further to promote improved growth and development of the infants.

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A Study on the Clinical Nurse's Ethical Value (인간생명에 대한 간호사의 윤리의식)

  • Moon, Young-Im;Tak, Young-Ran;Kim, Myoung-Ae;Kim, Seon-Ae;Park, Kyung-Sook;Im, Dong-Sik;Park, Ho-Ran
    • Journal of Korean Academy of Nursing Administration
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    • v.9 no.4
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    • pp.541-557
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    • 2003
  • Purpose: This descriptive study was designed to explore the clinical nurse's ethical value regarding human life. Method: Data were collected from September to October, 2002. Study subjects were 527 clinical nurses working in General Hospital as tertiary located in Seoul. Ethical value was measured with questionnaire developed by researchers and consisted on items regarding ethical value on human life. Result: Among the items, most nurses highly agree with the item, "When a patient requests his/her health care provider to keep his/her personal secret, the health care provider is obliged to do so." and "When a patient asks for information on his/her medicinal and dietary contents, his/her wish must be granted." Most clinical nurses mainly agree with the item. "Health care providers must always be honest to the patient and/or his/her family". However, most nurses disagree with the item, "When a patient is on the verge of death after an accident, it is justifiable to soothe his/her family by saying 'he/she is OK' instead of telling them the truth, in order to avoid a sudden shock befalling on them". Most clinical nurses mainly disagree with the items, "When a patient is on the verge of death after an accident, it is justiable to soothe his/her family by saying 'he/she is OK' instead of telling them the truth, in order to avoid a sudden shock befalling on them" and "It is justiable that various new ways of treatment should be applied to patient at his/her terminal stage to prolong his/her life, even for the purpose of research". There were significant differences in some items of ethical value according by clinical nurse's age and professional experience, current position, religion, education, marital status, continued education on ethics, and the experience of holing on life saving treatment. Conclusion: It is intensifying the notion of ethical underpinning for human rights, truthfulness is essential to a trust relationship under what circumstances. Also most clinical nurses agree with that It is essential to trust in the nurse-patient relationship, patients have the right to know and it is the ethical thing to do as health care provider.

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Evaluating the Primary Care Quality of a Public Health Center in a Rural Area (농촌 지역 보건소 일차의료의 질 평가)

  • Byeon, Young-Kwan;Choi, Yong-Jun
    • Journal of agricultural medicine and community health
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    • v.42 no.1
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    • pp.24-35
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    • 2017
  • Objectives: This study aimed to evaluate the primary care quality of a public health center in a rural area using the Korean Primary Care Assessment Tool (KPCAT). It also examined some methodological issues in applying the KPCAT and interpreting its results. Methods: Seventy-nine patients who had visited their doctor more than four times responded to the KPCAT questionnaire. Descriptive statistics and a radar chart were used in analyzing data. Sign test was used to test the KPCAT score difference by don't know option scoring methods. Results: Median and interquartile range of the public health center's KPCAT scores were forty-five and sixteen points, respectively. Only the median of the first contact domain reached the expected value of seventy-five points. The proportions of those who scored under the expected value were under fifty percent in two of four comprehensiveness items, all of three coordinating function items, two of five personalized items and all of four family/community orientation items. There were some methodological issues including, how to score don't know option and make sure response scale consistency. Conclusions: There was much room to improve the primary care quality of the rural public health center. Especially, improvement is needed in the domain of coordinating function and family/community orientation. We also hope that methodological improvement of the KPCAT contributes to more valid and reliable primary care assessment.

A Survey on the Practice Taekyo Among Childbearing Couples (임신부부의 태교 실태조사)

  • Choi, Yun-Soon;Kim, Hyeon-Ok
    • Women's Health Nursing
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    • v.1 no.2
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    • pp.174-199
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    • 1995
  • This study examined the antenatal care known as Taekyo. The sample consisted of 795 women and 564 men who had be seen in the antenatal care unit, delivery room, or postpartal care unit of general hospitals in Korea between March 20 and April 22, 1995. Data were collected using the "Taekyo questionnaire for childbearing women" and "Taekyo questionnaire for husbands of childbearing women" developed by researchers. Data were self-reported. Data were analyzed using the SPSS PC+ program, and descriptive statistics, T-test, ANOVA, Pearson correlation coefficient were applied. The results of this study were as follows : 1. Encouragement to practice Taekyo was at a relatively high level. Items on Taekyo encouraging behaviors had a mean score of 3.51(33 items 5 point scale). According to the five categories of Taekyo encouraging behaviors, subjects indicated they practice "food intake(mean score 4.02)". "praying(mean score 3.78)", "cumulative virtuous deeds (mean score 3.58)". "mind and body management(mean score 3.47)", "maternal fetal interaction(mean score 3.15)". 2. The childbearing women's practices related to forbidden behaviors by Taekyo were relatively high. Item on forbidden behaviors by Taekyo had a mean score 3.71(43 items 5 point scale). According to the five categories of forbidden behaviors by Taekyo, subjects indicated they practiced "voluntary abstention of drugs(mean score 4.78)," avoiding behaviors(mean score 4.78)," avoiding behaviors(mean score 3.77), "good behaviors(mean score 3.71)", "taboo on fetal death tendency (mean score 3.53)", "taboo on certain intake(mean score 3.47)". 3. The practice score of husbands for childbearing women which related to Taekyo behaviors were relatively high. Item on Taekyo behaviors had a mean score 3.59(33 items 5 point scale). According to the six categories of Taekyo behavior, subjects indicated they practiced "mind and body management(mean score 3.94)", "praying(mean score 3.80)", "support of women’s practice related to Taekyo(mean score 3.66)", "good behaviors(mean score 3.58)", "continency(mean score 3.33)", "paternal fetal interaction (mean score 3.19)". 4. On the childbearing women's perception of Taekyo, most of the subjects(88%) had confidence in the positive effects of Taekyo on Child development. The result showed that the childbearing couples practiced Taekyo behavior relatively often and sincerely and most of the childbearing women had a positive perception of Taekyo's effect on prenatal child development.

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Career Cognition, Key Competency, Vocational Values of University Students and Junior College Students (대학생의 진로 관련 인식, 직업기초능력, 직업가치)

  • Lee, Myung-Hun;Lee, Sang-Min;Terada, Moriki
    • 대한공업교육학회지
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    • v.39 no.2
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    • pp.58-80
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    • 2014
  • The purpose of this study was to analyze career cognition, key competency, vocational values of university students and junior college students. The study was carried out through questionnaire survey method. The population sample for the study constituted 368 completed questionnaires from sample of 373 freshmen-women of university and students. A survey questionnaire consisted of career cognition items, key competency scale, vocational values scale, and personal characteristics items. The construct validity of key competency scale and vocational values scale were confirmed by factor analysis with varimax rotation. Both descriptive and inferential statistics were employed for data analysis. Major findings of this study were as follows: First, university students and junior college students most wanted to get a job after graduate. Many students decided their career at high school days. Many students were not prepared for their career after graduate. They recognized that major curriculum of university and junior college was very helpful to prepare their career. And many students discussed with their parents about their career. Second, key competency of them was moderately high. In the items of key competencies, 'communication and following' was the highest. And key competency of university students was better than that of junior college students. Key competency of male students was better than that of female students. Third, vocational values of them were high. In the items of vocational values, 'occupational stability' was the highest, and 'work in freedom and challenge' was the lowest. 'Occupational stability' and 'work in freedom and challenge' of junior college students was higher than that of university students. And 'occupational stability' of female students was higher than that of male students.

Sexual Orientation, Knowledge and Attitudes toward AIDS among Military Personnel in Korea (일부 군 사병의 성 의식과 에이즈에 대한 지식 및 태도)

  • Kim Nam Cho;Oh Jeong Ah;Han Hye Ja;Kim Mee Hye;Kim Joon Kweon;Lee Hye Ja;Kim Mee Jung
    • Journal of Korean Public Health Nursing
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    • v.16 no.2
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    • pp.225-238
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    • 2002
  • The purpose of this descriptive study was to assess sexual orientation and Knowledge and attitudes with regards to AIDS in military personnel, and to provide basic data for developing a further sex education program for them. The data were collected in June 2002 on 242 service members of A Branch of the Ground Army located in Chung-Chung Do Region. They responded to a survey questionnaire that consisted of 68 items: 14 items on sexual orientation. 39 items on knowledge about AIDS, and 15 items on attitudes toward AIDS. The data were analyzed using SAS program. The study results are as follows: 1. Sexual orientation of the military personnel 1) In terms of sexual orientaion, harassment and assault, only $26.4\%$ of the subjects responded as, 'know well'. Appropriate awareness of the legal liability was reported by $21.6\%$ of the subjects regarding sexual harassment and $78.1\%$ of the subjects regarding sexual assault. 2) Pre-marital cohabitant was supported by $89.2\%$ of the subjects. 3) The Korean military personnel showed liberal attitudes toward sexuality as $46.4\%$ of them reported having sexual-relationship with the dating partner is acceptable. 4) The attitudes of the most subjects toward homosexuality was found to be unfavorable. 5) Subjects were m the need of appropriate sex education. of which substantial knowledge on sexual intercourse was the most needy area. 2. Knowledge and attitudes toward AIDS of the military personnel 1) The subjects' level of knowledge on AIDS was relatively low, showing the average score of $22.31\pm7.23$ points (range: 0-39 points). The higher level of knowledge was reported by those who had high level of education, father alive. and less number of brothers in their family. 2) The subjects' attitudes toward AIDS was relatively positive. The attitude toward AIDS was also found to be more positive in those who had high level of education and less number of brothers. 3) There was a positive but weak correlation between knowledge and attitude toward AIDS. The study finding showed that the sexual orientaion of the Korean military personnel was moderately positive and liberal. However, their awareness of sexual harassment and assault and AIDS was still found to be low. As Korean enlisted military service men are likely to be in the ages with strong sexual desire, it may be important for them to have appropriate sexual orientation and attitudes toward AIDS. Therefore, it is recommended to develop further practical and sound sex education programs within the military unit in order to meet their education needs as well as to utilize sex education specialists as the instructors of those programs.

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Development of Stakeholder-based Evaluation Scales for the Lifelong Education Field Training Program (이해당사자 기반 평생교육실습 프로그램 평가척도 개발)

  • Ku, Kyung-Hee;Yun, Myung-Hee
    • Journal of vocational education research
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    • v.37 no.1
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    • pp.55-75
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    • 2018
  • The purpose of this study was to develop the evaluation scales that can access hierarchically the lifelong education field training program based on relevant stakeholders. To fulfill this purpose, both qualitative and quantitative research methods were applied. First of all, four groups of stakeholders were selected such as trainees, professors, field instructors, and program inspectors. The in-depth interviews with 13 experts in the field were conducted, and as a result, the scale with hierarchy of evaluation area, evaluation section, and evaluation item for each stakeholder was developed. In order to verify the content validity of the evaluation scales, delphi surveys for each stakeholder were conducted, using 35 expert panels. After delphi survey, the scale was applied to 90 trainees, 22 professors, and 31 field instructors. SPSS program was used to analyze the descriptive statistics, validity, and reliability. Finally, the evaluation scale of the trainer was identified as 8 evaluation areas, 14 evaluation sections and 51 evaluation items. And the professor's scale consisted of 6 areas, 10 sections and 40 items. The field instructor's scale was determined as 3 areas, 7 sections and 31 items, and the program inspector's evaluation scale was confirmed as 7 areas, 15 sections, and 32 items.

Factors Influencing Psychological Well-being of Nursing Students (간호대학생의 심리적 안녕감에 영향을 미치는 요인)

  • Park, Jin-Ah;Hong, Ji-Yeon
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.4
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    • pp.448-457
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    • 2019
  • This descriptive study was conducted to identify the factors affecting the psychological well-being of nursing students. A questionnaire survey was conducted on 298 nursing college students attending two universities in G city from April 10 to May 9, 2018. The research tools were used 27 items of Professor Trust Scale, 25 items of emotional regulation, 25 items of Connor-Davison Resilience Scale, and 18 items of psychological well-being scale. psychological well-being was significant different according to gender(p=.019), grade(p=.011), motivation of choosing a nursing(p=.003), major satisfaction(p<.001), stress of clinical practice(p=.002), and current health status(p<.001). There were significant positive correlations between psychological well-being and professor trust, active emotion regulation, support-seeking emotion regulation, and ego-resilience and negative correlation between psychological well-being and avoidant-distractive emotion regulation. The results of multiple regression analysis are as follows. Factors influencing the psychological well-being of nursing students were ego-resilience, support-seeking emotion regulation, avoidant-distractive emotion regulation, major satisfaction and these variables explained the psychological well-being by 55.0%(F=30.92, p<.001). It is necessary to develop a curriculum/comparative programs and student coaching plans for improving ego-resilience which is the most influential variable. Also internal or environmental and social support should be strengthened so that negative emotions caused by various causes can be efficiently managed.

Research of Student-teachers' Recognition on Korean Education for Specific Purposes - Focusing on Korean Education for Mission Purposes with Bibles (예비교사들의 특수목적 한국어교육에 관한 인식 연구 - 선교목적 성경 한국어교육을 중심으로 -)

  • Lee, Ran
    • The Journal of the Korea Contents Association
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    • v.21 no.7
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    • pp.427-439
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    • 2021
  • This study surveyed the recognition on the Korean education for specific purposes targeting student-teachers majoring Korean language education in a Cyber University located in Seoul. 50 among 57 students taking the class participated in this survey. The participants were the students-teachers interested in Korean education for the mission purposes and took the class during the second term in 2020. At the end of the term they participated in this survey. 6 items were objective and 4 items were narrative. Among the narrative ones, one was excluded from analysis. The objective items were investigated by descriptive statics and the narrative items were analyzed with qualitative approach. As a result, most of the participants preferred the combined textbooks with others such as the ones for general and mission purposes rather than the bibles only. They had positive opinions on using the bibles, but proposed that the bibles themselves are not the best choice for improving communicative competence and the text combination is the better choice because of the difficulty of the bibles, the lack of teachers' competence, and the learners' needs. However, while taking this class, they became to be aware of the possibilities of the bibles as textbooks, to possess the concern about the mission areas, to consider the possibilities of application and the educational methods in it, and to reflect the ways for self development. This study suggested several points as follows: the development of diverse textbooks according to situations and learners, two directions of teacher education and the cooperative works, and the necessities of the related departments and classes with mission purposes.