Abstract

• 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.
• Keywords: Hospital nursing service; Healthcare quality; Access and evaluation

Figure & Data

REFERENCES

Citations

Citations to this article as recorded by  

• 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