Date of Award
Master of Science in Nursing (MSN)
Janice Unruh Davidson
Client satisfaction is becoming progressively more important as competition in the healthcare market increases. Satisfaction has been documented to be a predictor of adherence to treatment, continuing use of health care services, and recommending services to others (Abramowitz, Cote, and Berry, 1987). The relationship between client satisfaction and perceived quality of service received at a rural nurse practitioner-managed clinic was investigated using a descriptive, correlational research design. The sample (N = 34) was derived from subjects who chose to utilize a rural nurse practitioner-managed clinic in a rural Midwest county of Kansas. King's Systems Framework and Theory of Goal Attainment was abstracted together with Cox's Interactional Model of Client Health Behavior to serve as the theoretical foundation that guided this study. Significance included expanding on the limited number of research studies regarding client satisfaction with quality of service provided by nurse practitioners in rural nurse practitioner-managed clinics, and to validate nurse practitioners unique contribution to primary care with specific, measurable outcome data in regards to client satisfaction. If clients are satisfied with the quality of service provided by nurse practitioners it is postulated that they will have better adherence to treatment regimens and return for further appointments if necessary. The Client Satisfaction Tool (CST) measured the degree of satisfaction that clients had with the nurse practitioner. The CSQ-8 measured the perceived level of quality of service provided by the nurse practitioner. Results indicated that the CST revealed a high level of satisfaction with the nurse practitioner services that had been received. The CSQ-8 revealed that clients' perception of the value or quality of the services they received at the rural nurse practitioner-managed clinic was positive. Statistical analysis using Pearson's correlation coefficient was used to determine if a correlation existed between subject responses on the CST and subject responses on the CSQ-8. Data from thirty-three surveys (n = 33, 97% usable return rate) was used for the calculations. A statistically significant correlation of p = .0003 was found with a level of significance established at p <= .01. This represents a positive relationship between client satisfaction in a rural nurse practitioner-managed clinic (as measured by the CST) and perceived quality of service in a rural nurse practitioner-managed clinic (as measured by the CSQ-8). Further research is recommended due to the small sample size and availability of only one clinic site.
Copyright 2000 Candace D. Koirth
Koirth, Candace D., "The Relationship Between Client Satisfaction and Perceived Quality of Service in a Rural Nurse Practitioner-Managed Clinic" (2000). Master's Theses. 2786.