The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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Assessment of Medical Service Quality Perceived by In-patients of Geriatric Hospitals -Using Revised IPA Applying the Kano's Model-

노인요양병원 입원환자가 지각하는 의료서비스품질 평가 -Kano모델에 근거한 Revised IPA를 활용-

  • Ko, Min-Seok (Department of Public Health Administration, Vision University of Jeonju)
  • 고민석 (전주비전대학교 보건행정학과)
  • Received : 2013.02.10
  • Accepted : 2013.03.13
  • Published : 2013.03.30
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Abstract

The present study is aimed at assessing medical service quality as perceived by in-patients of geriatric hospitals and at analyzing the excitement factors by using revised IPA Applying the Kano's model for users' satisfaction. The data was collected from Nov. 5 to Dec. 7, 2012. Among a total of 503 cases of questionaries, only 419 cases were used. To data were analyzed by PASW statistics 18.0 and revised IPA applying Kano's model. The paired t-test results reveal that satisfaction was higher than the expectation level at a statistically significant level across all the medical service quality factors. The revised IPA results categorized facility convenience, hospitalization and care, and kindness as basic factors and medical reliability and access as excitement factors. In conclusion, medical reliability and access, which were identified as excitement factors of medical service quality, are essential opportunity factors for users and should accordingly be used as strategic factors to increase satisfaction with a geriatric hospital and induce customer surprise.

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