Abstract

• Purpose
  This study was performed to give direction to quality improvement strategies of nursing services by comparing the differences in quality perceptions and satisfaction for nursing services between patients and nurses in small-medium sized general hospitals with 200 beds.
• Method
  The subjects, who were 150 inpatients and 162 nurses of 4 general hospitals in a community, answered a self-report questionnaire with a SERVQUAL scale.
• Result
  There were differences between patients' and nurses' expectations and perceptions of nursing service and satisfaction. In the service expectation, the highest factor was ‘the responsiveness’, and in the perceived performance, the highest was the ‘assurance’. In addition, overall patients' perceptions on nursing services showed higher than nurses'. There were positive correlations among the expectations and perceptions on nursing service, and satisfaction. The correlation between perception and satisfaction was higher than the correlation between expectations and satisfaction.
• Conclusion
  To improve the nursing service quality at small-medium hospitals, strengthening the ‘assurance’ factor and improving the nursing service support system is needed. Also, this study on nurses' perceived nursing service at small-medium sized hospitals should be duplicated.
• Keywords: Hospital; Nursing service; Patient satisfaction; Health care quality; Access and Evaluation

Figure & Data

REFERENCES

Citations

Citations to this article as recorded by  

• Developing a multimedia encyclopedia for little people and their families
  Sherry Y. Chen, Boren You
  Universal Access in the Information Society.2017; 16(4): 977.     CrossRef
• Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents
  Eun Jeong Hwang, In Ok Sim
  Journal of Korean Academy of Nursing.2016; 46(1): 118.     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
• Comparing Satisfaction with Nursing Care and Factors Relevant to Hospital Revisit Intent among Hospitalized Patients in Comprehensive Nursing Care Units and General Care Units
  Sa-Rang Shin, Kyung-Yeon Park
  Journal of Korean Academy of Nursing Administration.2015; 21(5): 469.     CrossRef
• The Effects of Quality of Care, Image, Role Performance Perceived by Community Residents on Medical Service Satisfaction to Public Hospitals
  Eun Jeong Hwang, Jungjoo Moon, In Ok Sim
  Health Policy and Management.2014; 24(2): 153.     CrossRef
• Perceived nursing service quality in a tertiary care hospital, Maldives
  Mariyam Nashrath, Thitinut Akkadechanunt, Ratanawadee Chontawan
  Nursing & Health Sciences.2011; 13(4): 495.     CrossRef
• A Study on Family Satisfaction with Community Mental Health Center Services in Gyeonggi Province by Families of People with Mental Illness
  Hee Jung Kim
  Journal of Korean Academy of Nursing.2009; 39(1): 124.     CrossRef