Journal of Korean Academy of Nursing (대한간호학회지)

Korean Society of Nursing Science (한국간호과학회)
권호 표지
DOI QR코드

DOI QR Code

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

지역주민이 인지하는 공공병원 의료의 질, 이미지, 역할수행, 만족도, (재)이용 의향, 타인추천 의향 구조모형

  • Received : 2015.06.02
  • Accepted : 2015.11.05
  • Published : 2016.02.29
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: The study purposes were to construct and test structural equation modeling on the causal relationship of community residents' perceived quality of care, image, and role performance with satisfaction, intention to (re)visit and intention to recommend hospital. Methods: A cross-sectional survey was conducted with 3,900 community residents from 39 district public hospitals. The questionnaire was designed to collected information on personal characteristics and community awareness of public hospitals. Community awareness consisted of 6 factors and 18 items. The data were collected utilizing call-interview by a survey company. Research data were collected via questionnaires and analyzed using SPSS version 20.0 and AMOS version 20.0. Results: Model fit indices for the hypothetical model were suitable for the recommended level: ${\chi}^2=796.40$ (df=79, p<.001), GFI=.93, AGFI=.90, RMSR=.08, NFI=.94. Quality of care, image, and role performance explained 68.1% of variance in community awareness. Total effect of quality of care process factors on satisfaction (path coefficients=3.67), intention to (re)visit (path coefficients=2.67) and intention to recommend hospital (coefficients=2.45) were higher than other factors. Conclusion: Findings show that public hospitals have to make an effort to improve community image through the provision of quality care, and excellent role performance. Support for these activities is available from both Central and Local Governments.

Keywords

References

  1. Organization for Economic Co-operation and Development. OECD health data 2012. Paris, FR: Author; 2015.
  2. Korea Health Industry Development Institute. A study on the public healthcare plan and evaluation for enhancing public interest in public hospitals. Seoul: Author; 2006.
  3. Chung KS, Sim MB. Analysis of quality of life and satisfaction of community population in local government utilizing statistic methods. Journal of Korea Association for Land Administration. 2006;13(1):111-144.
  4. Lee GY, Kim Y. Efficiency evaluation of local public hospitals. Korean Society and Public Administration. 2008;19(1):193-212.
  5. Cho WH, Lee SH, Lee HJ, Chun KH. Medical service marketing. Seoul: Taeseoldang; 1999.
  6. Park JS. The causal relationship of health service quality, satisfaction, intention to revisit and intention to recommend perceived by health center visitors. Korean Journal of Health Policy and Administration 2005;15(3):60-78. http://dx.doi.org/10.4332/KJHPA.2005.15.3.060
  7. Kim JH, Lee IS. The differences in quality perceptions, expectations, evaluation, and satisfaction for nursing service between patients and nurses: Small-medium sized general hospitals. Journal of Korean Academy of Nursing. 2004;34(7):1243-1254. https://doi.org/10.4040/jkan.2004.34.7.1243
  8. 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
  9. Ji KJ, Park CM, Lee JY. Effect on perceived value, satisfaction, reuse intention of perceived quality of care by patients. Korea Health Study. 2011;37(2):41-56.
  10. Bopp KD. How patients evaluate the quality of ambulatory medical encounters: A marketing perspective. Journal of Health Care Marketing. 1990;10(1):6-15.
  11. Reidenbach RE, Sandifer-Smallwood B. Exploring perceptions of hospital operations by a modified SERVQUAL approach. Journal of Health Care Marketing. 1990;10(4):47-55.
  12. Negarandeh R, Hooshmand Bahabadi A, Aliheydari Mamaghani J. Impact of regular nursing rounds on patient satisfaction with nursing care. Asian Nursing Research. 2014;8(4):282-285. http://dx.doi.org/10.1016/j.anr.2014.10.005
  13. Gronroos CA. A service quality model and its marketing implications. European Journal of Marketing. 1984;18(4):36-44. http://dx.doi.org/10.1108/EUM0000000004784
  14. Marton K, Boddewyn JJ. Should a corporation keep a low profile? Journal of Advertising Research. 1978;18:25-31.
  15. Kim KY, Kim JY. Effects of oriental medical tourism packages images and recognition on purchase intention of consumers. Korea Tourism Research Association. 2013;27(3):5-20.
  16. Keller KL. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing. 1993;57:1-22.
  17. Koo JY, Yu SH, Lee HJ, Sohn TY. A comparison of the recognition and satisfaction for health care service between internal customer and external customer. Korean Journal of Health Policy and Administration. 2000;10(1):111-125.
  18. Han AR. The effect of hospital image on customer satisfaction and revisiting intention: Focused on the dental hospital [master's thesis]. Asan: Soonchunhyang University; 2013.
  19. Yoon SW, Kim SB. The effects of physical environment, perceived justice and perceived waiting-time on repurchase intension. Journal of Global Academy of Marketing Science. 2003;12(1):135-154. http://dx.doi.org/10.1080/12297119.2003.9707208
  20. Ministry of Health & Welfare, Samil Pricewaterhouse Coopers. 2012 Public hospital evaluation programme: Survey report. Seoul: Samil Pricewaterhouse Coopers; 2012.
  21. Ministry for Health, Welfare and Family Affairs. 2009 public hospital evaluation programme: Survey report. Seoul: Author; 2009.
  22. Gunst RF. Regression analysis with multicollinear predictor variables: Definition detection and effects. Communications in Statistics - Theory and Methods. 1983;12(19):2217-2260. http://dx.doi.org/10.1080/03610928308828603
  23. Rho HJ. Social survey analysis utilizing SPSS/AMOS. 2nd ed. Seoul: Hyungseul; 2005.
  24. Hwang EJ, Moon J, Sim IO. The effects of quality of care, image, role performance perceived by community residents on medical service satisfaction to public hospitals. Health Policy and Management. 2014;24(2):153-163. http://dx.doi.org/10.4332/KJHPA.2014.24.2.153
  25. Korea Health Industry Development Institute. Establishment of management strategy and feasibility study of construction of district hospital. Seoul: Author; 2008.
  26. Park JS. The relationship of national university hospital inpatient's perceived quality, satisfaction, and customer loyalty. Korean Journal of Hospital Management. 2004;9(4):45-69.
  27. Wang MS, Lim NY, Jeong HC. The patient satisfaction of medical services and the revisiting intention in a public hospital. Journal of the Korea Academia-Industrial Cooperation Society. 2013;14(12):6275-6283. http://dx.doi.org/10.5762/KAIS.2013.14.12.6275
  28. Geva A, Goldman A. Satisfaction measurement in guided tours. Annals of Tourism Research. 1991;18(2):177-185. http://dx.doi.org/10.1016/0160-7383(91)90002-S
  29. Lee HS. The impact of hospital selection factors between internal and external customers on hospital image. Health Policy and Management. 2013;23(3):281-288. http://dx.doi.org/10.4332/KJHPA.2013.23.3.281
  30. Korea Ministry of Government Legislation. Public health act [Internet]. Sejong: Author; 2015 [cited 2015 April 12]. Available from: http://www.law.go.kr/main.html.

Cited by

  1. 환자가족이 지각하는 간호사의 의사소통 스타일, 간호서비스 만족, 병원서비스 만족과 병원 재이용 의도 관계연구 vol.22, pp.3, 2016, https://doi.org/10.22650/jkcnr.2016.22.3.368
  2. 치과 내원 환자들의 재이용 의사에 영향을 미치는 결정요인에 관한 융합 분석 vol.7, pp.4, 2016, https://doi.org/10.22156/cs4smb.2017.7.4.001
  3. 지방의료원 간호사의 의료기관인증제 인식이 환자안전관리활동과 간호업무성과에 미치는 영향 vol.23, pp.4, 2017, https://doi.org/10.11111/jkana.2017.23.4.416
  4. The Effect of Intentional Nursing Rounds Based on the Care Model on Patients' Perceived Nursing Quality and their Satisfaction with Nursing Services vol.12, pp.3, 2016, https://doi.org/10.1016/j.anr.2018.08.003
  5. 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
  6. 입원환자들의 병원이용 만족도와 의료서비스 제공과정 간의 관계 vol.10, pp.1, 2020, https://doi.org/10.22156/cs4smb.2020.10.01.235
  7. 농촌지역의 분포되어있는 공공의료기관과 민간의료기관에 대한 신뢰도가 의료기관 선택에 미치는 융복합 연구 -65세이상 노인계층을 중심으로- vol.10, pp.2, 2016, https://doi.org/10.22156/cs4smb.2020.10.02.154
  8. Canal boat tourism: Application of complexity theory vol.53, pp.None, 2016, https://doi.org/10.1016/j.jretconser.2019.101954
  9. Voluntourism sustainability: a case of Malaysian east coast island destinations vol.26, pp.12, 2016, https://doi.org/10.1080/10941665.2021.1983622