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  Mi Aie Lee, Young-Hee Yom
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PURPOSE: This study was performed to measure the nursing service quality being used SERVQUAL model and satisfaction that the admitted patients perceived. METHOD: The questionnaire founded on the SERVQUAL was developed and distributed to 300 patients at the three general hospitals in three provincial city, Korea. For data analysis, Cronbach's alpha frequencies, percentages, paired t-test, Pearson Correlation Coefficient were used. RESULT: In expectation, patients most highly perceived the assurance factor that was one among the 5 factors being constituted nursing service. In performance, patients most highly perceived the responsiveness factor. The performance degrees of the 5 factors and 20 attributes being constituted nursing service did not exceed the expectation degree of those. So the calculated figures for nursing service quality of the three subjected hospitals were all minus. In relation of the patients' demographics and nursing service characteristics to their general satisfaction, patients' sex, age, income and the all factors and attributes of nursing service had relation to their general satisfaction. CONCLUSION: It could be concluded that the nursing service quality of the three subjected hospitals was poor and the patients' demographic and nursing service characteristics had relation to their general satisfaction.

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PURPOSE: this study was to investigate the perception gap on nursing service between consumers and providers.
METHOD
the questionnaire founded on the SERVQUAL was developed and distributed to 300 patients and 210 nurses at the three subjected general hospitals in three provincial city, Korea during February to March, 2001. For data analysis, Cronbachs' Alpha, frequency, t-test, and paired t-test were used.
RESULT
1. In the gap analysis on the 20 properties constituting nursing service, providers almost all perceived higher than consumer in quality. Among them, the number of properties being statistically significant was 7 in the expectation, 18 in the important and 7 in the performance. 2. In the comparison analysis of the perception gap on the expectation-performance and the important-performance, it turned out that the subjected hospitals had to improve their equipment and facilities immediately. It was suggested a good strategy to strengthen the responsiveness factor and the assurance factor of nursing service.
CONCLUSION
it could be concluded that nurses have to recognize the blind spot of their perception and endeavor to take away the perception gap between consumers and providers.

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• Nursing Intensive‐Care Satisfaction Scale [NICSS]: Development and validation of a patient‐centred instrument
  Marta Romero‐García, Laura de la Cueva‐Ariza, Llucia Benito‐Aracil, Teresa Lluch‐Canut, Joan Trujols‐Albet, Maria Antonia Martínez‐Momblan, Maria‐Eulàlia Juvé‐Udina, Pilar Delgado‐Hito
  Journal of Advanced Nursing.2018; 74(6): 1423.     CrossRef
• Person-centered Care and Nursing Service Quality of Nurses in Long-term Care Hospitals
  Hae Sagong, Ga Eon Lee
  Journal of Korean Academy of Community Health Nursing.2016; 27(4): 309.     CrossRef
• A comparative study of patients’ and nurses’ perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey
  Mi Aie Lee, Young-Hee Yom
  International Journal of Nursing Studies.2007; 44(4): 545.     CrossRef

Service quality is, unlike goods quality, an abstract and elusive term. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. The main purpose of this study is 1) to explore the differences of perception between consumers and providers about nursing service quality, 2) to identify the useful tool between two tools measuring nursing service quality. To achieve these purposes of the study, the questionnaire was developed and distributed to 210 nurses who worked at seven subjected hospitals in Seoul. Also, 280 people who had a direct experience with the subjected hospital nursing services at the time of screening were involved. They were randomly selected at the seven subjected hospitals during August to September of 1998. Among them, 165 responses from nurses and 229 responses from others resulted in worthy finds. The measurement instrument for a nursing services quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). The reliability coefficient of the scale was calculated and showed high degree of internal consistency (Cronbachs' Alpha = .9353). For data analysis, SPSS/PC was used for descriptive statistics, t-test, ANOVA and regression analysis. The results were as follows: 1) In the perception about nursing services quality, there were gap between consumers and providers. Especially the critical attributes in point of perception nursing services quality, naming satisfy, hygiene and performance factors, are very different contents. 2) In the comparison analysis of the usefulness tools it was turned out that SEVPERF model is more appropriate than SERVQUAL model. And in the analysis to identify the construct validity of the tool, it is turned out that the relationship between the constructing factors of the tool and the general satisfaction is significant.

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• Importance and Performances of Visiting Nurse Services Provided under the Long Term Care Insurance System for the Elderly
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• Causality Analysis on Health Care Evaluation Criteria for State-Operated Mental Hospitals in Korea Using Malcolm Baldrige National Quality Award Model
  Yang-Kyun Kim, Hyun-Jong Oh
  Community Mental Health Journal.2012; 48(5): 643.     CrossRef

Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry(1988). For data analysis, SPSS/ PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment, Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.

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• Relationship between Psychosocial Factors, Job Stress Contents, Fatigue Symptoms and Quality of Nursing Services among General Hospital Nurses
  Myung-Jun Lee, Seok-Han Yoon, Young-Chae Cho
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• Analysis of the Influencing Factors on Quality of Nursing Services in General Hospital Nurses using the Structural Equation Model
  Myung-Jun Lee, Young-Chae Cho
  Journal of the Korea Academia-Industrial cooperation Society.2015; 16(10): 7126.     CrossRef
• A comparative study of patients’ and nurses’ perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey
  Mi Aie Lee, Young-Hee Yom
  International Journal of Nursing Studies.2007; 44(4): 545.     CrossRef