Analyzing The Factors Which Influence Nursing Service Customers' Satisfaction Level To Nursing Service

Objective (1) To develop a questionnaire which can evaluate the patients'satisfaction level to nursing service.(2) To provide scientific base for modern hospitals to satisfy the needs of patients continuously, improve patients'presence and promote their own competition power eventually, analyzing the factors which influence the patients'satisfaction level to nursing service. Method I designed a pilot questionnaire by myself on the base of referring to plenty of data, and interviewed some head nurses and nursing experts for its further perfection. With the pilot questionnaire, practical nursing undergraduates performed pilot survey on the spot to 119 inpatients in a general hospital graded 3A in Taiyuan, Shanxi from Oct.23th, 2004 to Oct.26th, 2004. After analyzing the data which were collected through pilot survey using methods of response rate, variation degree, correlation analysis and asking experts, items were selected and made a formal questionnaire, and then formal questionnaire survey was conducted to 398 inpatients in 6 general hospitals graded differently in Taiyuan, Shanxi from Nov.18th, 2004 to Nov. 24th. After collected formal questionnaires were checked, unvalid ones were thrown away; internal consistency and correlation of items were tested. At last, multiple regression analysis was used to pick out factors which are meaningful statistically (All data were dealt with using SPSS11.5). Result (1) The formal questionnaire covers 8 factors and a synthetic satisfaction level item, and the former was selected from pilot-survey questionnaire after analyzing pilot-survey data and consists of thirty-three items.(2) Six factors which influence outcome variable were picked out from predictors. In terms of influence degree to patients'satisfaction level, they are arranged in order of importance as: the space of service, nursing results, respect, exchanging, the quality of nurses, surroundings. Conclusion (1) The questionnaire can be considered a reliable and valid one to evaluate inpatients'satisfaction level preliminarily. (2) In the predictable scope, the factors ---the space of service, nursing results, respect, exchanging, the quality of nurses, and surroundings ---are the main reasons of influencing patients'satisfaction level to nursing service, but their influence degree lessens gradually. This discovery is very helpful to guide nursing managers to make strategies.