• Journal of Korean Academy of Nursing Administration
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• v.8 no.1
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• Journal of Korean Academy of Nursing
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• v.43 no.6
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• pp.736-745
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• 2013

Purpose: The purpose of the study was to assess the quality of meta-analyses on nursing published in South Korea. Methods: Relevant meta-analyses were identified through searches of the National Assembly Library, KISS (Korean Studies Information Service System), and the DBpia and RISS4U databases from 1990 to May 2013. Quality assessments were conducted using AMSTAR, a validated tool for assessing the quality of systematic reviews. Results: Forty-two meta-analyses were included in this study. Twenty-nine published between 1990 and 2010, and 13, between 2011 and May 2013. Two high quality studies and 11 moderate quality studies were published in the latter period. The mean score for the reviews was 5.61 (range 3-10); 11 studies were rated as low quality, 29 as moderate quality, and two as high quality. Conclusion: Although an improvement in the quality of meta-analyses conducted by nursing researchers in South Korea was observed across the study period, the study results indicate a need to use of more rigorous research methods when conducting systematic reviews or meta-analyses.

• Journal of Korean Academy of Nursing Administration
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• v.17 no.3
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• pp.284-292
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• 2011

Purpose: The purpose of this study was to examine the causal relationships among quality of hospital SCM (system quality, information quality, service quality), perceived usefulness, user satisfaction and logistics performance by hospital staff. Methods: A survey using a structured questionnaire was conducted with 276 hospital staff. Analysis of the data was with both SPSS Win 18.0 for descriptive statistics and AMOS 8.0 for the structural equation model. Results: The hypothetical model yielded Chi-square=8.121 (p=.087), df=4, $x^2$/df=2.030. GFI=.989, AGFI=.942, RMSEA=.066, NFI=.995, CFI=.997 TLI=.990 and showed good fit indices. Three dimensions of quality of SCM had significant direct effects on perceived usefulness. System and service of quality of SCM had significant direct effects on user satisfaction. Perceived usefulness had significant direct effects on user satisfaction. User satisfaction had significant direct effects on logistics performance. Conclusion: These results suggest that logistics performance can be enhanced by user satisfaction, user satisfaction can be enhanced by perceived usefulness, and perceived usefulness can be enhanced by quality of hospital SCM. Further study with various hospitals and various variables is necessary.

• Research in Community and Public Health Nursing
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• v.16 no.4
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• pp.381-391
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• 2005

Purpose: The purpose of this research is to develop and classify district visiting nursing standards and to standardize visiting nursing service pathways. Method: This research was conducted as a focus group study and analyzed visiting nursing records. We surveyed 201 recipients at urban health centers, who were selected through convenient sampling, from April 2003 to November 2003. Result: First, visiting nursing service recipients were classified into four groups according to household and financial characteristics, existence of disease, ability of self-care, and existence of home care service needs. Standardized pathways of the selected items were assessment. nursing care plan, disease management and promotion of self-care ability for Level I (mean=12.2 visits). For Level II (7.3 visits) were offered assessment. disease management. health education. and health promotion services. For Level III (5.2 visits) were offered assessment. disease management. health education and health promotion services, and for Level IV (2.7 visits) were offered thorough assessment, education for self-care and health promotion. Conclusion: The visiting nursing service pathways identified in this research need to be developed further as basic materials applicable to quality assurance and agency evaluation. For this, we suggest repeated research and test to apply the derived standardized visiting nursing services pathways in visiting nursing programs.

• Journal of Korean Academy of Nursing Administration
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• v.15 no.3
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• pp.455-462
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• 2009

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes. Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression. Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents' length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty. Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.

• The Korean Journal of Health Service Management
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• v.7 no.3
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• pp.15-28
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• 2013

The purpose of this study is to identify if there is difference in the attitude toward the elderly and the elderly patients among nursing students and nurses. Data were collected between August 1 and November 30, 2012 by using a structured questionnaire and the participants of this study were 423 nursing students in 6 universities and 244 nurses in 5 hospitals. The nursing students and nurses had more negative attitudes toward elderly patients than the elderly. There was difference in attitudes toward elderly patients according to grade, whether to take gerontological nursing course, the level of interest in the Aged, and whether to have experience in living with the old in the past among nursing students. There was difference in attitudes toward elderly patients according to the quality of volunteer service experience among nurses. In order to identify the attitudes accurately in nursing studies or education related to the elderly, the process to classify and define the objects of attitudes in details should be administered first.

• Journal of Korean Academic Society of Home Health Care Nursing
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• v.12 no.1
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• pp.136-154
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• 2005

Purpose : This study purposed to conduct a comprehensive survey of home care nursing clients' quality of life based on the PRECEDE model. Method : This study selected 74 home care nursing clients registered at a university hospital in Incheon and performed face-to-face interviews by structured questionnaire. The research period was two months from the $2^{nd}$ of February to the $30^{th}$ of March in 2004. Result : According to the result of assessment at each stage of the PRECEDE model, home care nursing clients' quality of life was 13.88 out of 25 points, health level 15.22 out of 21, abilities to perform activities of daily living 29.26 out of 100, cognitive abilities 16.00 out of 30, social support 13.68 out of 20, and satisfaction with home care nursing service 33.26 out of 40. According to the result of stepwise regression in order to identify factors influencing home care nursing clients' quality of life, social support and abilities of daily living were found to be significant variables among the characteristics of each assessment stage. Conclusion : It is necessary to develop nursing intervention strategies for strengthening social support and enhancing abilities to perform activities of daily living in order to improve home nursing clients' quality of life.

• Child Health Nursing Research
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• v.11 no.3
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• pp.273-281
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• 2005

Purposes: The purposes of this study were to evaluate parent satisfaction with inpatient hospital services in children's hospitals and to identify variables related to parent satisfaction. Method: A descriptive correlation study was conducted. Parents of 165 children who were inpatients in two children's hospitals participated in the study. Data were collected using structured questionnaire at the time of discharge. For statistical analysis, t-test, ANOVA, and Pearson correlation analysis were used. Results: The highest parent satisfaction domain was nursing service, and the lowest parent satisfaction domain was hospital service and accommodations. Parents were less likely to be satisfied with hospital facilities, equipment, noise and cleaning and less likely to be satisfied with the lack of information they received and with the lack of communication with health care professionals. Parents with longer length of stay and with older children reported higher satisfaction than their counterparts. Moreover, parent satisfaction was related to their intention to revisit and related to intention to recommend this surveyed hospital over others. Conclusions: Efforts to improve parent satisfaction in children's hospital service and accommodation are needed to improve the quality of health care. Communication by health care professionals with parents and a partnership between parents and health care professionals are necessary to improve quality of care.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.362-372
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• 2007

Purpose: This study was performed to identify the perception gaps of nursing services quality between consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction of medical services and revisiting intent of hospital by consumers. Method: The Joo's questionnaire founded on SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities, Korea. Result: It is identified that the perception gaps between consumer and providers exist, and consumers perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a powerful influences on revisiting intent of hospital. Conclusion: It is concluded that the marketing strategies being based on the perception gaps between consumers and providers should be specifically planned and applied to improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of hospital that consumers perceive.

• Journal of Korean Public Health Nursing
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• v.17 no.2
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• pp.278-286
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• 2003

In this study quality of tobacco cessation information provided through Internet web sites was evaluated in terms of retrievability, easy of use, user-supportiveness, feedback, and continuity. This study limited to those internet web sites developed and delivered by Korean public health service organizations or their related institutions or associations. This study analyzed 8 internet web sites and evaluation criteria developed by Chung, Yong Chul (2002) and Yoo, Sarah (2001) were used. Study results indicated that retrievability was evaluated low except search-speed of data: the easy of use was evaluated moderately: user-supportiveness was evaluated moderately: feedback, and continuity of those sites were evaluated low. The quality of tobacco cession information of those sites are needed to be improved. The development of guidelines for standardized health information on Internet web sites is necessary, too.