기본간호학회지 (Journal of Korean Academy of Fundamentals of Nursing)

  • 제24권2호
  • /
  • Pages.146-156
  • /
  • 2017
  • /
  • 1225-9012(pISSN)
  • /
  • 2287-1802(eISSN)
기본간호학회 (Korean Academy of Fundamentals of Nursing)
권호 표지
DOI QR코드

DOI QR Code

러시아인 입원 환자의 간호서비스 기대, 만족도 및 재이용 의도의 관계

Russian Inpatients' Nursing Service Expectations, Satisfaction and Intention to Revisit Hospital

  • 투고 : 2017.03.09
  • 심사 : 2017.05.14
  • 발행 : 2017.05.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Purpose: The aim of this study was to identify Russian inpatients' expectation and satisfaction with nursing service, and further, to analyze the relationship between these variables. Methods: A structured questionnaire was used to survey for 81 Russian inpatients. The survey was conducted from January to June, 2014. Results: Empathy and assurance significantly influenced nursing service expectation and satisfaction. Nursing service expectation was statistically significant for the number of visit to Korea, and nursing service satisfaction was statistically significant for gender, monthly income and primary care giver during hospitalization. Revisit intention was significantly different according to religion, medical department and primary care giver during hospitalization. There were positive correlations between nursing service expectation and satisfaction, and between nursing service satisfaction and intention to revisit the hospital. Conclusion: The results of this study show that the level satisfaction with nursing service influences Russian inpatients' intention continue using the hospital. Therefore, in order to increase the intention to revisit the hospital Korea hospital employees, especially nurses, need to develop nursing service strategies according to general characteristics, culture and nationality of foreign patients.

키워드

참고문헌

  1. Kim D. The transnational movement for medical treatment of Russian patients in the far east - With a focus on the phenomenon of medical tourism to South Korea. Journal of Geography. 2014;59-60:51-81.
  2. Lee CM, You HS. A Q-methodology analysis of medical tourism in Korea - Focusing on the perception of medical tourism professionals. Korean Journal of Tourism Research. 2013;28(2):269-286.
  3. Korea Health Industry Development Institute. Statistics on international patients in Korea, 2012 [Internet]. Seoul: Korea Health Industry Development Institute; 2013 [cited 2016 January 2]. Available from: http://www.khidi.or.kr/board/view?linkId=155530&menuId=MENU00085.
  4. Lee HJ. A study on quality of ambulatory nursing service. Nursing Science. 2011;23(1):61-73.
  5. Min JY, Kang BG, Oh MH. Main industry of Russia [Internet]. Seoul: Korea Institute for International Economic Policy; 2013 [cited 2016 January 2]. Available from: http://www.kiep.go.kr/sub/view.do?bbsId=search_report&nttId=185844.
  6. Park DM. Russian patients are gathering in Busan [Internet]. Busan: Maeil Kyungjae; 2013 [2016 January 2]. Available from: http://news.mk.co.kr/newsRead.php?year=2013&no=166162.
  7. Zhang J, Ahn S, Park SY. The effects of quality perception of medical service on satisfaction: Among the Chinese medical tourists for plastic surgery. Korean Academy on Communication in Healthcare. 2013;8(1):52-60. https://doi.org/10.15715/kjhcom.2013.8.1.52
  8. Russian Federal State Statistics Service. Population morbidity by main disease classes in 2000-2014 [Internet]. Moscow: Russian Federal State Statistics Service; 2016 [cited 2016 January 2]. Available from: http://www.gks.ru/wps/wcm/connect/rosstat_main/rosstat/en/figures/health/
  9. Park CS, Yhang WJ. The effect of Russian medical tourist service quality on the user satisfaction: Russians visiting Busan Metropolitan City. Northeast Asia Tourism Research. 2015;11(3):1-15.
  10. Rho EK, Oh SH. The relationships between patient's perceived quality of healthcare service and intention to re-visit. Journal of Korean Academy of Nursing Administration. 2008;14(2):176-181.
  11. Lee MA. A study of nursing services quality, general satisfaction of medical services, and revisiting intent of hospital. Journal of Korean Academy of Nursing Administration. 2007;13(3):362-372.
  12. Lee MA. A comparative study of how subjects' characteristics and nursing service quality influence on hospital revisiting intent between patients and nurses. Journal of Korean Academy of Nursing. 2005;35(7):1210-1220. https://doi.org/10.4040/jkan.2005.35.7.1210
  13. Kim Z. The effect of medical service components on medical tourist satisfaction and revisit intention: Focusing on Russian medical tourists [master's thesis]. Seoul: Kyung Hee University; 2012. p. 45-58.
  14. Jang BJ, Kim YK, Kim CW. A study on the structural relationships among service quality of medical institution, customer satisfaction, revisit intention, recommendation intention for medical tourists. Northeast Asia Tourism Research. 2012;8(2):119-137.
  15. Lee JH, Lee HJ. The effects of medical tourism service quality on satisfaction and behavioral intentions of Russian medical tourists. International Journal of Tourism and Hospitality Research. 2014;28(7):103-116.
  16. Kirkcaldy BD, Siefen RG, Wittig U, Schüller A, Brähler E, Merbach M. Health and emigration: Subjective evaluation of health status and physical symptoms in Russian-speaking migrants. Stress and Health. 2005;21(5):295-309. https://doi.org/10.1002/smi.1068
  17. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. 1988;64(1):12-40.
  18. Joo MK. A study on the determinants of consumer-oriented nursing service quality. Journal of Korean Academy of Nursing Administration. 2002;8(1):169-191.
  19. Seo MS. A study on the expectations of inpatients for the quality of nursing service, their satisfaction level and hospital reuse intention [master's thesis]. Seoul: Ewha Womans University; 2008. p. 21-22.
  20. Zeithaml VA, Berry LL, Parasuraman A. The behavioral consequences of service quality. Journal of Marketing. 1996;60(2):31-46. https://doi.org/10.2307/1251929
  21. Yang JH. A analysis of Korean and Russian medical tourism industries. Siberian Studies. 2016;20(2):203-243.
  22. Di PP, Hong KW. The effect of medical tourism motivation of Chinese visitors on satisfaction and revisit intention. Korean Journal of Tourism Research. 2015;30(3):351-366.
  23. Ahn ES. Comparison of satisfaction in nursing service percepted by the patients and the nurses [master's thesis]. Gongju: Kongju National University; 2009. p. 14-16.
  24. Sun YO, Kwak SH, Kwon HJ, Seo JM. A study on nursing service satisfaction and intention to revisit and recommend hospital in inpatients. Global Health and Nursing. 2011;1(2):93-101.
  25. Lee MA, Kong SH, Cho SJ. Relationship among nursing service quality, medical service satisfaction, and hospital revisit intent. Journal of Korean Academy of Nursing Administration. 2012;18(1):96-105. https://doi.org/10.11111/jkana.2012.18.1.96
  26. Park HS, Ha SJ, Park JH, Yu JH, Lee SH. Employment experiences of nurses caring for foreign patients. Journal of Korean Academy of Nursing Administration. 2014;20(3):281-291. https://doi.org/10.11111/jkana.2014.20.3.281
  27. Lee SA. The relationships among patient's perception, patient's satisfaction of nursing service quality and revisiting intention. Journal of Korean Academy of Nursing Administration. 1998;4(2):307-319.

피인용 문헌

  1. Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia vol.13, pp.2, 2019, https://doi.org/10.1108/ijphm-10-2017-0056