Perceived nursing service quality in a tertiary care hospital, Maldives

被引：10

作者：

Nashrath, Mariyam ^{[1
]}

Akkadechanunt, Thitinut ^{[2
]}

Chontawan, Ratanawadee ^{[2
]}

机构：

[1] ADK Hosp, Dept Nursing, Sosun Magu 20040, Male, Maldives

[2] Chiang Mai Univ, Fac Nursing, Chiang Mai 50000, Thailand

来源：

NURSING & HEALTH SCIENCES | 2011年 / 13卷 / 04期

关键词：

nursing; patients; quality; quality care; service; PERCEPTIONS; SATISFACTION; NURSES;

D O I：

10.1111/j.1442-2018.2011.00648.x

中图分类号：

R47 [护理学];

学科分类号：

1011 ;

摘要：

The present study explored nurses' and patients' expectations of nursing service quality, their perception of performance of nursing service quality performed by nurses, and compared nursing service quality, as perceived by nurses and patients. The sample consisted of 162 nurses and 383 patients from 11 inpatient wards/units in a tertiary care hospital in the Maldives. Data were collected using the Service Quality scale, and analyzed using descriptive statistics and the MannWhitney U-test. The results indicated that the highest expected dimension and perceived dimension for nursing service quality was Reliability. The Responsiveness dimension was the least expected dimension and the lowest performing dimension for nursing service quality as perceived by nurses and patients. There was a statistically significant difference between nursing service quality perceived by nurses and patients. The study results could be used by nurse administrators to develop strategies for improving nursing service quality so that nursing service delivery process can be formulated in such a way as to reduce differences of perception between nurses and patients regarding nursing service quality.

引用

页码：495 / 501

页数：7

共 17 条

[1] Service quality perceptions and patient satisfaction: a study of hospitals in a developing country [J].

Andaleeb, SS .

SOCIAL SCIENCE & MEDICINE, 2001, 52 (09) :1359-1370

[2]

Arries Ebin J, 2008, Health SA Gesondheid (Online), V13, P41

[3]

Boshoff C., 1995, European Journal of Marketing, V29, P23, DOI https://doi.org/10.1108/03090569510080932

[4] Quality nursing care in the words of nurses [J].

Burhans, Linda Maas ;

Alligood, Martha Raile .

JOURNAL OF ADVANCED NURSING, 2010, 66 (08) :1689-1697

[5]

Chou Shieu-Ming, 2005, J Nurs Res, V13, P75

[6]

Gronroos C., 2005, SERVICE MANAGEMENT M, V2nd

[7]

Kim Jeong-Hee, 2004, Taehan Kanho Hakhoe Chi, V34, P1243

[8] Development of quality of nursing care in Thailand [J].

Kunaviktikul, W ;

Anders, RL ;

Srisuphan, W ;

Chontawan, R ;

Nuntasupawat, R ;

Pumarporn, O .

JOURNAL OF ADVANCED NURSING, 2001, 36 (06) :776-784

[9] INDIVIDUAL DIFFERENCE AND JOB PERFORMANCE: THE RELATIONSHIPS AMONG PERSONAL FACTORS, JOB CHARACTERISTICS, FLOW EXPERIENCE, AND SERVICE QUALITY [J].

Kuo, Tsung-Hsien ;

Ho, Li-An .

SOCIAL BEHAVIOR AND PERSONALITY, 2010, 38 (04) :531-552

[10] A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey [J].

Lee, Mi Aie ;

Yom, Young-Hee .

INTERNATIONAL JOURNAL OF NURSING STUDIES, 2007, 44 (04) :545-555

← 1 2 →