• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.11
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• pp.321-331
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• 2017

This study was conducted to identify communication types of nurses, satisfaction with nursing services and intent to revisit the hospital by hospitalized patients, and to investigate factors influencing intent to revisit the hospital at a time of expansion of comprehensive nursing care service. The subjects consisted of 123 hospitalized patients in sixgeneral hospitals with more than 100 beds in Gyeongsangnam-do. Data were collected by a self-report questionnaire from July 1 to July 30, 2017. The collected data were analyzed by t-test, ANOVA, Pearson's correlation coefficients, and hierarchical regression. There were significant differences in intend to revisit the hospital depending on age(F=9.83, p<0.001), gender(t=-3.82, p<0.001), marital status(t=2.24, p=0.028), education(F=11.92, p<0.001) and days of hospitalization(F=7.81, p<0.001). Intent to revisit the hospital indicated a significantly positive correlation between informative(r=0.609, p<0.001) and affiliative(r=0.536, p<0.001) communication types and satisfaction with nursing services(r=7.97, p<0.001), as well as a significantly negative correlation with authoritative communication types(r=-0.356, p<0.001). Factors influencing intent to revisit the hospital were informational communication type(${\beta}=0.38$, p=0.003) and satisfaction with nursing services(${\beta}=0.84$, p<0.001). Based on these findings, it is necessary to develop various educational programs and conduct systematic education to facilitate effective communication between nurses and patients in order to improve the quality of nursing service and satisfaction of patients admitted to comprehensive nursing care services.

• Journal of Digital Convergence
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• v.11 no.7
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• pp.271-279
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• 2013

This study has significance in terms of its intent to contribute to the increase in hospital revisits by proposing measures to enhance name awareness through an examination of the relationship between the name awareness of public medical institutions and patients' revisit, and its corresponding influences. The study findings were drawn by employing analysis methods such as frequency analysis, reliability and exploratory factor analysis, t-tests, ANOVA, correlation analysis, and hierarchical multiple regression analysis. The results of the correlation analysis showed statistically significant correlations between all independent variables and the patients' revisit or not. The perception of service quality and the environmental factor of medical treatment increased the explanatory power of independent variables, thereby exhibiting a high correlation with the revisit to medical institutions. The usual image, medical service, and medical treatment environment were revealed to have a positive influence on the patient's intent to revisit. This study could confirm a correlation between the name awareness of medical public institutions and the patients' revisit or not. Consequently, to improve the quality and infrastructure of their medical services, public medical institutions are required to perform studies on measures to increase the revisits of patients by identifying their image, medical services, and treatment environment on a consistent basis.

• Journal of Korean Clinical Nursing Research
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• v.23 no.3
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• pp.321-331
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• 2017

Purpose: The purpose of this study was to investigate the effect of customer experience management on nursing service satisfaction of cancer patients and their intent to revisit the hospital and also to identify empathy ability of oncology nurses. Methods: Participants were 376 cancer patients and 190 oncology nurses from a tertiary hospital in Korea. Cancer patients' satisfaction with nursing care and intent to continue using the hospital were measured and empathy of oncology nurses was measured using Empathy Construct Rating Scale. Data were analyzed using descriptive statistics, ${\chi}^2$ test, t-test, one-way ANOVA and stepwise multiple regression analysis. Results: Patient satisfaction with nursing care and intent to continue using the hospital were higher in patients who received the customer experience management program than those who did not. Oncology nurses' ability to empathize was high. Clinical career, participate in customer experience management and education level together explained 20% of variance in empathy ability of oncology nurses. Conclusion: Findings from this study confirm that customer experience management affects patient satisfaction with nursing service and intent to continue using the hospital. Further research is necessary to reaffirm the empathy ability of the oncology nurses and to identify the related various factors.

• Health Policy and Management
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• v.22 no.2
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• pp.183-206
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• 2012

Changing social conditions have resulted in a situation where elderly patients are no longer cared for by family and where medical care hospitals play a more prominent role. In this study, the unique elements of the medical service required from a long term care hospital were identified using conventional and exploratory analysis, and the causal relationship between medical service quality, relationship quality, and Revist intent was confirmed. The intermediary role and the quantitative importance of relationship quality (including trust and commitment) were also characterized. This study identifies the key points and indicators that the administrators of a long term care hospital can use to effectively plan their medical service offering in order to secure the commitment of customers through relationship quality. The theoretical indications of this study are set out below. First, four factors are selected as being the key elements determining service quality: medics, administrative service, healthcare environment, and subsidiary facilities. Second, it seems that medics, administration service, and the healthcare environment have some effect on the evaluations made in relation to trust and satisfaction (subsidiary facilities are not considered to be a key element). Third, patient satisfaction has a positive impact on trust and commitment and can be regarded as a key element for establishing connections. Fourth, commitment is likely to be strengthened when trust is significant. Fifth, as trust and commitment increase, revist intent strengthens. Lastly, this study illustrates how the levels of trust and commitment play a modulating role between patient satisfaction and revist intention. There are many practical indications from the findings of this study. First, the influences of medics, the administrative service, and the healthcare environment on trust and satisfaction vary. Especially, the healthcare environment is likely to be more important than medics. Accordingly, it is essential to establish an elderly-friendly environment, to improve a hospital's structure, and to maintain a clean environment. Second, medics must show compassion to their patients and be patient when providing explanations to elderly patients who often lack powers of concentration. Third, in order to establish patient trust, it is essential that medics provide an excellent medical service. Ultimately, these elements of relationship quality may strengthen the revist intention of elderly patients.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.456-467
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• 2019

The rapid aging of South Korea is causing difficulties in meeting the man-power demands for the increasing number of elderly nursing hospitals. To cope with this gap in supply and demand, more foreign workers are now being hired to provide elderly care services. The purpose of this study is to examine the influence of the quality of the care services provided by foreign caregivers in nursing hospitals for the elderly. For this purpose, the researcher surveyed 249 senior citizens who are receiving care services from Chinese-Korean caregivers in six elderly nursing hospitals in Seoul and Gyeonggi region. The data collected from the survey were analyzed through SPSS and AMOS. The result of the analyses showed that, first, the quality factors of the care services of the caregivers at elderly nursing hospitals, such as reliability, responsibility, empathy, formality, and expertise, all turned out to have a positive correlation with the trust in, satisfaction with, and intent to revisit the institute. Second, thefluencing factors for the qualities of the care services by Chinese-Korean care givers in elderly nursing hospitals included responsiveness, materiality, and expertise, while the factors that influenced satisfaction with significance included trust, materiality, and expertise. Also, the trust in and satisfaction with the institution both influenced the intent of revisit in a positive manner. Third, the indirect effect of trust in the relationship between the quality of the care services by the Chinese-Korean care givers and satisfaction, appeared in all independent variable except for responsiveness, which was a factor of the quality of the care services. And, it was also shown that the satisfaction level had an indirect effect in the relationship between trust and revisiting intent. The result of this study implicates that, in order to cause the quality of the care service by the Chinese-Korean care givers in elderly nursing hospitals to increase the revisit rate, it would be necessary to provide a strategy to increase the levels of trust and satisfaction through a higher quality level of care services.

• The Korean Journal of Health Service Management
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• v.4 no.1
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• pp.59-70
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• 2010

The purpose of this study is to examine how much the service quality of the radiology department at the hospital is influential to customers' satisfaction and intents of reusing the department and informing it to others. For the purpose, this researcher surveyed 201 patients whon used the radiology department at the hospital. Findings of the study can be summarized as follows. First, the surveyed patients' perceptions of the service quality of the radiology department in accordance with their demographic characteristics were investigated to find that among the subjects, women were perceiving the radiological technician as more kind than men were. Among the subjects, women were higher in customer satisfaction about the service quality of the radiology department and intents of reusing the department and informing it to others than men were. Second, out of factors of the radiology department's service quality, those who were significantly affecting customer satisfaction included waiting time for treatment at the department, kindness of the radiological technician, environment of the radiography room and facilities of the department. Third, customer satisfaction was significantly affecting the intent of reuse. Fourth, customer satisfaction was significantly influencing the intent of informing to others. In other words, the more customers are satisfied with the service quality of the radiology department, the more they are likely to inform the department to others and reuse it. In conclusion, the sustainable growth and effective management of the medical institution requires improving the service quality of its department of radiology and thereon maximizing customer satisfaction.