Internal and External Customers Satisfaction to Nursing Service, Medical Service, or Willingness to Revisit Hospital

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Wednesday, July 21, 2004
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Wednesday, July 21, 2004
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Soon-young Choi, RN, PhD, Department of Nursing, Department of Nursing, YEO-JOO Institute of Technology, yeo-Joo Eup, Yeo-Joo Gun/Gyun, South Korea

Objectives : To explore the relationship between internal customers and external customers satisfaction to nursing service, medical service, or willingness to revisit hospital. DESIGN : Descriptive study Population : This study was conducted in 2003 on 2,000 adult outpatients and 371 hospital staffs consist of medical doctors, nurses, pharmacists, technicians, administrative staffs at a university hospital in Seoul, Korea. Concepts : Customer satisfaction, nursing service satisfaction, medical service satisfaction, willingness to revisit hospital. Method : All subjects were asked to complete the questionnaire consist of customer satisfaction measurement and nursing service satisfaction measurement, willingness to revisit hospital measurement. Findings : The external customers' nursing services satisfaction score were higher than internal customers'(3.55±0.49 vs 3.29±0.43, p=0.000). External customers' satisfaction to medical service was significantly associated with sex, income, place of residence, department of practice(p=0.002, p=0.001, p=0.001, p=0.011). Internal customers' satisfaction to nursing service was significantly associated with education level, income, occupation(p=0.038, p=0.013, p=0.000). The external customers' The external customers' medical services satisfaction score were higher than internal customers'(4.05±0.62 vs 3.55±0.62, p=0.000). External customers' satisfaction to nursing service was significantly associated with sex and education level(p=0.029, p=0.021). Internal customers' satisfaction to nursing service was significantly associated with age, sex, occupation(p=0.001, p=0.000, p=0.000). The external customers' willingness to revisit hospital score were higher than internal customers'(3.66±0.61 vs 3.46±0.62, p=0.000). CONCLUSIONS: The external customers' satisfaction to nursing service, medical service, or willingness to revisit hospital is higher than internal customers. and multiple factors were associated with internal customers and external customers satisfaction to nursing service, medical service, or willingness to revisit hospital. So the marketings focusing to internal customers and strategy to improve the satisfaction of internal customers may be needed. Implications. : This study shows the importance of marketing focusing to internal customer's satisfaction.

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July 21, 2004