보건행정학회지 (Health Policy and Management)

  • 제18권1호
  • /
  • Pages.43-62
  • /
  • 2008
  • /
  • 1225-4266(pISSN)
  • /
  • 2289-0149(eISSN)
한국보건행정학회 (Korean Academy of Health Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

국립정신병원의 의료서비스평가기준에 대한 인과관계분석: 말콤 볼드리지 모델을 중심으로

Causal Relationships among Health Care Criteria in the Korean National Mental Hospitals: Using Baldrige Health Care Model

  • 문재영 (동서대학교 경영학부 경영정보) ;
  • 이상철 (그리스도대학교 경영정보학부) ;
  • 김양균 (경희대학교 경영대학 의료경영)
  • Moon, Jae-Young (Dept. of Management Information Management Systems, Dongseo University) ;
  • Lee, Sang-Chul (Dept. of Management Information Systems, Korean Christian University) ;
  • Kim, Yang-Kyun (Dept. of Health Services Management, Kyung Hee University)
  • 발행 : 2008.03.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study is to evaluate the causal relationship among health care criteria in Korean National Mental Hospitals, using Malcolm Baldrige National Quality Award(MBNQA). The survey instrument consists of 92 Questions from the seven the MBNQA health care criteria. Structural Equation Modeling (SEM) is used to analyze the empirical data and estimates the path coefficients among the seven categories. The result of this study indicates that Leadership drives Foundation and Direction, which influence on Systems that creates Results. Conclusively, among 18 hypotheses, 15 are statistically significant.

키워드

참고문헌

  1. 노진옥. 의료서비스가치의 의료소비자만족에 미치는 영향에 관한 실증연구. 경성대학교 대학원 박사학위논문. 2002
  2. 대한 병원협회. 2005 전국병원명부. 2006
  3. 문재영, 김진학, 김양균, 고인호, 권오웅. 말콤볼드리지상을 이용한 한국 의료 평가모델의 인과관계 분석. 국립서울병원. 2007
  4. 문재영, 이상철, 서영호. 한국 국가품질상(KNQA)의 효과성 측정을 위한 측정도구 개발. 한국품질경영학회, 제34권 2호, 2006:34(2):22-32
  5. 보건복지부. 보건복지 백서. 2006
  6. 빈형준. 의료서비스 품질이 재구매의도에 미치는 영향에 관한 연구. 동아대학교 대학원 석사학위논문. 2002
  7. 이경우. 의료서비스의 인식차이와 만족이 재방문에 미치는 영향에 관한 연구. 병원경영학회지.2003;8(3):143-160
  8. 이미애. 간호서비스 질에 대한 지각차이 및 측정도구에 관한 연구. 대한간호학회지. 2000;30(5):1121-1132
  9. 이미애. 소비자와 제공자가 지각하는 간호 서비스와 측정도구에 관한 연구. 대한간호학회지. 2001;33(6):772-783
  10. 이미애. 간호서비스 질에 대한 지각차이 및 측정도구에 관한 연구. 대한간호학회지. 2003;30(5):1121-1132
  11. 이해종. 국립대병원 경영효율화 방안 연구. 연세대학교 병원경영연구소. 2004
  12. 조현주. 의료서비스의 품질 및 고객만족 관련 변수들의 관계에 관한 실증적 연구. 병원경영학회. 1999;4(1):171-189
  13. 정승원, 서영준, 이해종, 이견직. 국립대학교병원의 환자만족도 및 재이용 의사결정. 한국병원경영학회지. 2005;10(2):1-25
  14. 충복대학교 건강증진기금사업지원단. 국민의 정신건강 증진을 위한 국립정신병원의 역할과 발전 방향. 2005
  15. 최귀선. 의료서비스 질이 환자만족도, 서비스 가치, 재이용 의사에 미치는 영향에 대한 구조분석. 연세대학교 대학원 박사학위논문. 2000
  16. 한상숙, 손인순, 구자철, 이상철(2007). 의료서비스 품질요인이 환자충성도에 미치는 영향에 관한 연구: SERVPERF 척도를 중심으로. 한국품질경영학회. 2007;35(1):61-72
  17. LG경제연구소. '의료서비스산업의 환경변화와 향후 전망'. 2005
  18. Adam, E., Hershauer, J. and Ruch, W. Productivity and quality, Egnlewood Cliffs, Prentice Hall, NJ. 1981
  19. Anderson, J. C., Rungtusanatham, M. and Schroeder, R. J. 'A Theory of Quality Management Underlying the Deming Management Method', Academy of Management Review. 1994;19(3):472-509 https://doi.org/10.2307/258936
  20. Barclay, C.A.. 'Quality strategy and TQM policies: empirical evidence'. Management International Review. 1993;1(1):87-98
  21. Bitner, M. J. 'Evaluating service encounters : The effects of physical surroundings and employee responses', Journal of Marketing. 1990;54(2):69-82 https://doi.org/10.2307/1251871
  22. Black, S. A. and Poter, L. J. 'Identification of the Critical Factors of TQM', Decision Sciences. 1996;27(1):1-20 https://doi.org/10.1111/j.1540-5915.1996.tb00841.x
  23. Bolton, R. N. and Drew, J. H. 'A multistage model of customers' assessments of service quality and value', Journal of Consumer Reserch. 1991;17:375-84 https://doi.org/10.1086/208564
  24. Boulding, W., Kalra, A., Stealin, R., and Zeithaml, V. 'A dynamic process model of service quality from experctations to behavioral Intentions', Journal of Marketing Research. 1993;30(Feb.):7-27 https://doi.org/10.2307/3172510
  25. Carman, J.M., Shortell, S.M., Foster, J.M., Hughes, E.F.X., Boerstler, H., O'Brien, J.L., and O'Connor, E.J. 'Keys for Successful Implementation of Total Quality Management in Hospitals.', HealthCare Manamgenet Review. 1996;21(1):48-60 https://doi.org/10.1097/00004010-199624000-00005
  26. Cronin, J. J. Jr. and Taylor, S. A. 'Measuring service quality : A reexamination and extension', Journal of Marketing. 1992;56(Jul.):55-68
  27. Cronin, J. J. Jr. and Taylor, S. A. 'SERVPERF versus SERVQUAL : Reconciling performance-based and perceptions minus expectations measurement of service quality', Journal of Marketing. 1994;58(Jan.):125-31
  28. Crosby, P. B. Quality is free, New American Library, New York. 1979
  29. Deming, W. E. Out of the crisis, MA: MIT Center for Advanced Engineering, Cambridge. 1996
  30. Easton, G. and Jarrell, S. 'The effects of total quality management on corporate performance: An empirical investigation' Journal of Business. 1998;71(2):253-307 https://doi.org/10.1086/209744
  31. EFQM(2006), Excellence Model. Self-Assessment Manual(European Foundation for Quality Management). 2006
  32. Flynn, B.B. and Saladin, B. 'Further evidence on the validity of the theoretical models underlying the Baldrige criteria', Journal of Operations Management. 2001;19:617-652 https://doi.org/10.1016/S0272-6963(01)00072-9
  33. Garvin, D. A. 'Quality on the line', Harvard Business Review. 1983;61(5):65-75
  34. Garvin, D. A. 'Japanese quality management', Columbia Journal of World Business. 1984;19(3):3-12
  35. Ghobadian, A. and Woo, H. S. 'Characteristics, benefits and shortcomings of four major quality awards', International Journal of Quality & Reliability Management, 1994;13(2):10-44
  36. Hackman, J. R. and Wageman, R. 'Total quality management: Empirical, conceptual, and practical issues' Administrative Science Quarterly. 1995;40(2):309-342 https://doi.org/10.2307/2393640
  37. Ishikawa, K. Guide to quality control, Asian Productivity Organization, Tokyo. 1976
  38. Jennings. K., Westfall. F. 'A survey-based benchmarking approach for health care using the Baldrige Quality Criteria. The joint Commission Journal on Quality Improvement. 1994:20(9):500-509 https://doi.org/10.1016/S1070-3241(16)30096-7
  39. Juran, J. M. Product quality-A prescription for the West, Part I Management Review. 1981;70(6):8-14
  40. Juran, J. M. Product quality-A prescription for the West, Part II Management Review. 1981;70(7):57-61
  41. Juran, J. M. 'The Quality trilogy: A universal approach to managing for quality'. Quality Progress. 1986;19(8):19-24
  42. Lascelles, D. M., & Dale, B. G. 'A review of the issue involved in quality improvement'. International Journal of Quality & Reliability Managemen. 1989;5: 76-94
  43. Leonard, F. S. and Sasser, W. E. 'The incline of quality', Harvard Business Review, 1982;60(5):163-171
  44. Mandal, P. 'Data Quality in Statistical Process Control'. Total Quality Management. 2004;151):89-103
  45. Meyer, M. S., & Collier, A. D. 'An empirical test of the causal relationship in the Baldrige Health Care Pilot Criteria'. Journal of Operations Management. 2001;19(4): 403-425 https://doi.org/10.1016/S0272-6963(01)00053-5
  46. Mondon, Y. Toyota production system, American Institute of Industrial Engineers, New York. 1982
  47. National Institute of Standards and Technology. Malcolm Baldridge National Quality Award. United States Department of Commerce, Technology Administration Gaithersburg, MD. 1995
  48. National Institute of Standards and Technology. Malcolm Baldridge National Quality Award. United States Department of Commerce, Technology Administration, Gaithersburg, MD. 2005
  49. National Institute of Standards and Technology. Malcolm Baldridge National Quality Award. United States Department of Commerce, Technology Administration, Gaithersburg, MD. 2006
  50. Pannirselvam, G. P., & Ferguson, L. A. 'A study of the relationships between the Baldrige categories'. International Journal of Quality and Reliability Management. 2001;18(1):14-34 https://doi.org/10.1108/02656710110364468
  51. Parasuraman, A., Ztithaml, V. A., and Berry, L. L. 'SERVQUAL : A multi item scale for measuring consumer perception of service quality', Journal of Retailing. 1988;64(Spring):12-40
  52. Peters, T. 'Facing up to the need for a management revolution'. Sloan Management. Review. 1988;13(4):7-37
  53. Rao, S. S., Solis, L. E., & Raghunathan, T. S. 'A framework for international quality management research: Development and validation of a measurement instrument'. Total Quality Management. 1999;10(7):1047-1075 https://doi.org/10.1080/0954412997226
  54. Saraph, J. V., Benson, P. G., and Schroeder, R. G. 'An instrument for measuring the critical factors of quality management', Decision Science. 1989;20(4):457-478
  55. Shortell, S.M., O'Brien, J.L., Carman, J.M., Foster, R.W., Hughes, E.F.X., Boerstler, H., and O'Connor, E.J. 'Assessing the Impact of Continuous Quality Improvement / Total Quality Management: Concept Versus Implementation.', HealthServicesResearch. 1995;30(2):377-401
  56. Su, Cho-Ton, Li, Shao-Chang and Su, Chin-Ho. 'An empirical studey of the Taiwan National Quality Award causal model', TQM & Business Excellence. 2003;14(8):875-893 https://doi.org/10.1080/1478336032000090815
  57. Susan. M. M. and David .A. C. 'Contrasting the Original Malcolm Baldrige National Quality Award and the HEalth Care Pilot Award', Quality Management in HealthCare. 2001;.6(3):12-21
  58. Susan. M. G. and Sharon B. S. 'Empirical Support for the Baldrige Award Framework in U.S. Hospitals', Health Care Management Review. 2002;27(1):62-75 https://doi.org/10.1097/00004010-200201000-00006
  59. Tan, K. C. and Lim, C. S. 'A detailed trends analysis of national quality awards world-wide', Total Quality Management, 2000;11(8):1065-1080 https://doi.org/10.1080/095441200440331
  60. Tillery, K. R., & Rutledge, A. L. 'Quality-strategy and quality-management connections'. International Journal of Quality & Reliability Management. 1991;8(1):71-77
  61. Wilson, D. D. and Collier, D. A. 'An empirical investigation of the Malcolm Baldridge National Quality Award Casual Model', Decision Sciences. 2000;31(2):361-390 https://doi.org/10.1111/j.1540-5915.2000.tb01627.x
  62. Woodside, A. G., Frey, L., and Daly,R. T. 'Linking service quality, customer satisfaction, and behavioral intension', Journal of Health Care Marketing. 1989;9(4):pp. 5-17
  63. Zeithaml, V. A. and Bitner, M. J. Services marketing, New York. McGraw-Hill Book Company. 1996
  64. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. 'The behavioral consequences of service quality', Journal of Marketing. 1996;60(April):31-46

피인용 문헌

  1. An empirical investigation of the China Quality Award causal model vol.11, pp.1, 2010, https://doi.org/10.1108/15982681011051822