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Original Article

Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent

Mi-Aie Lee1, Soung-Wha Gong2, Su-Jung Cho3
Journal of Korean Academy of Nursing Administration 2012;18(1):96-105.
Published online: March 31, 2012

1Professor, Department of Nursing, Dongguk University, Korea.

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Correspondence: Lee, Mi-Aie. Department of Nursing, Dongguk University, 707 Sukjang-Dong, Gyeongju, Gyeongbuk 780-714, Korea. Tel: 82-54-770-2620, Fax: 82-54-770-2616, juliet@dongguk.ac.kr
• Received: January 31, 2012   • Revised: March 11, 2012   • Accepted: March 12, 2012

Copyright © 2012 Korean Academy of Nursing Administration

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  • Purpose
    This study was done to examine the influence of nursing service quality and medical service satisfaction on intent to revisit the hospital, and to identify mediating effects of medical service satisfaction between nursing service quality and intent to revisit the hospital.
  • Methods
    This study was a cross-sectional survey. Participants were 390 hospitalized patients at one general hospital in Gyeonggi Province. Data were collected from July 21 to September 10, 2010 and analyzed using SPSS/PC version 18.0.
  • Results
    The score for nursing service quality continuously improved but the scores for medical service satisfaction and intent to revisit the hospital did not changed significantly after estimated. Factors influencing intent to revisit the hospital were nursing service quality, medical service satisfaction, 'same religion', and 'Christian', and the explanation power of these four factors was 79.7%. Medical service satisfaction had a partial mediating effect between nursing service quality and intent to revisit the hospital.
  • Conclusion
    Findings indicate that nursing service quality is a very important factor to improve both medical service satisfaction and intent to revisit the hospital. Nursing managers should develop strategies to improve nursing service quality.
  • Key Words: Nursing service; Consumer satisfaction; Hospital revisiting intent
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Table 1
Demographic Characteristics of Participants (N=390)
jkana-18-96-i001.jpg
Table 2
Nursing Service Quality, Medical Service Satisfaction, Intent to Revisit Hospital (N=390)
jkana-18-96-i002.jpg
Table 3
Differences in Nursing Service Quality, Medical Service Satisfaction, and Intent to Revisit the Hospital by Participants' Demographic Characteristics (N= 390)
jkana-18-96-i003.jpg

EMT: Excellent Medical Team, GA: Geographic Advantage, SR: Same Religion, IO: Inducement by Others

Table 4
Factors Influencing Participants' Intent to Revisit (N=390)
jkana-18-96-i004.jpg
Table 5
Hierarchical Regression Analysis on Intent to Revisit the Hospital (N=390)
jkana-18-96-i005.jpg

Figure & Data

References

    Citations

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    Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent
    J Korean Acad Nurs Adm. 2012;18(1):96-105.   Published online March 31, 2012
    DOI: https://doi.org/10.11111/jkana.2012.18.1.96
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    Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent
    J Korean Acad Nurs Adm. 2012;18(1):96-105.   Published online March 31, 2012
    DOI: https://doi.org/10.11111/jkana.2012.18.1.96
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    Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent
    Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent

    Demographic Characteristics of Participants (N=390)

    Nursing Service Quality, Medical Service Satisfaction, Intent to Revisit Hospital (N=390)

    Differences in Nursing Service Quality, Medical Service Satisfaction, and Intent to Revisit the Hospital by Participants' Demographic Characteristics (N= 390)

    EMT: Excellent Medical Team, GA: Geographic Advantage, SR: Same Religion, IO: Inducement by Others

    Factors Influencing Participants' Intent to Revisit (N=390)

    Hierarchical Regression Analysis on Intent to Revisit the Hospital (N=390)
    Table 1 Demographic Characteristics of Participants (N=390)

    Table 2 Nursing Service Quality, Medical Service Satisfaction, Intent to Revisit Hospital (N=390)

    Table 3 Differences in Nursing Service Quality, Medical Service Satisfaction, and Intent to Revisit the Hospital by Participants' Demographic Characteristics (N= 390)

    EMT: Excellent Medical Team, GA: Geographic Advantage, SR: Same Religion, IO: Inducement by Others

    Table 4 Factors Influencing Participants' Intent to Revisit (N=390)

    Table 5 Hierarchical Regression Analysis on Intent to Revisit the Hospital (N=390)

    Table 1

    Table 2

    Table 3

    Table 4

    Table 5

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