A Study on the Consumers' Expectation, Perception, Quality, and Satisfaction with the Industrial Nursing Services

간호서비스에 대한 대상자의 기대와 지각, 만족에 관한 연구 -SERVQUAL 척도의 적용-

  • Jung, Myun-Sook (Department of Nursing, Gyeongsang National University, Gyeongsang Institute of Health Science, Gerontological Research Center) ;
  • Youn, Mi-Jin (Gyeongsang National University, Graduate School)
  • 정면숙 (경상대학교 의과대학 간호학과, 경상대학교 건강과학 연구원 노인건강연구센터) ;
  • 윤미진 (경상대학교 대학원 간호학과)
  • Published : 2001.12.01


The purpose of this study was to analyze consumers' expectation. perception and satisfaction. The subjects in this study were 200 employees who were employed in a department store. They experienced nursing services from the primary care center at the department store. The results were as follows: 1. The rank of perceived significance of nursing services is tangibility, reliability, assurance, responsiveness. and empathy, respectively. 2. The rank of perceived service quality is empathy. responsiveness. assurance. reliability. and tangibility. 3. The rank of expectation and the rank of perception about nursing services are same. They are assurance, reliability, responsiveness, tangibility, and empathy respectively. 4. The regression analysis, which related the effect of perceived service quality to consumers satisfaction, had R2 value of 22.9%. From the above results, it can be concluded that the higher consumers' satisfaction can be explained by the greater perceived service quality.