Comparison of Expectation-Perception between Patient and Nurse on Nursing Care Service in Comprehensive Nursing Care Wards

간호간병통합서비스 병동의 간호서비스에 대한 환자-간호사 인식도 비교

  • Received : 2016.12.16
  • Accepted : 2017.01.17
  • Published : 2017.03.28


The aim of this study was to compare perception between patient and nurse on comprehensive nursing care service using SERVQUAL model. To accomplish this goal, the 5 gaps of expectation-perception on comprehensive nursing care service was analyzed. The subjects were 192 nurses and 321 patients who admitted in comprehensive nursing care service wards. As results, patient's satisfaction was higher than patient's expectation and also nurse's performance. Therefore, we found that comprehensive nursing care service would contribute to perform holistic nursing care services in the future. To develop comprehensive nursing care service system sustainably, it needs continuous measurement of patient's expectation and satisfaction using conceptual model of this study.


Comprehensive Nursing Service;Perception;Patient;Nurse


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