Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지
DOI QR코드

DOI QR Code

Identification of Requirements for Improving Healthcare Services with the Combined Use of SERVPERF and Customer Journey Map

SERVPERF와 고객여정지도를 활용한 의료서비스 개선 요건 파악

  • Oh, Hyeon-Woo (Dept. of Industrial Engineering, Chonnam National University) ;
  • Ham, Dong-Han (Dept. of Industrial Engineering, Chonnam National University)
  • 오현우 (전남대학교 산업공학과) ;
  • 함동한 (전남대학교 산업공학과)
  • Received : 2017.04.19
  • Published : 2017.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

Keywords

References

  1. Noh, J.O.(2002), "An empirical study on the effect of medical service value on medical consumer satisfaction." PhD diss., Kyungsung University.
  2. Oh, K.E., Bak, W.S., Han, S.S., Park, S.C., and Lee S.C.(2013), "Developing innovation index of hospital service using 6 sigma and SERVQUAL." Journal of korean society for quality management, 41(4): 555-566. https://doi.org/10.7469/JKSQM.2013.41.4.555
  3. Lim, B.Y.(2006), "An empirical study on the effect of service quality factor on customer satisfaction and repeated visit." M.A diss., Inha University.
  4. Han, S.S., Son, I.S., Gu, J.C., and Lee S.C.(2007), "The study on the effect of health care service quality upon customer loyalty: based upon SERVPERF." Journal of the korean society for quality management, 35(1):61-72.
  5. Kim, S.S., Jung, C.H.(2012), "The effect of service quality on service value, customer satisfaction, and revisit intention in healthcare services." Journal of business education, 26(3):111-134.
  6. Jang, K.C., Park, J.H., and Lee H.W.(2005), "Quality measurement in health care service with SERVQUAL model." Korea Journal of Economics and Management, 32(2):107-131.
  7. Park, Y.T. et al.(2010), Service engineering. Pa Ju: Saengneung.
  8. Parasuraman, A., Zeithaml, V.A., and Berry, L.L.(1988), "Servqual: A multiple-items scale for measuring consumer perc." Journal of retailing, 64(1):12-40
  9. Lee, T.Y., Kim H.J.(2003), "A study on the evaluation of service quality in an academic library using SERVQUAL and SERVPERF." Journal of the korean society for imformation management, 20(2):73-92 https://doi.org/10.3743/KOSIM.2003.20.2.073
  10. Seo, H.Y.(2010), "A SERVPERF-Based study on the effects of service quality on customer satisfaction in the call center." M.A diss., Chonnam National University.
  11. Cronin Jr, J.J., Taylor, S.A.(1992), "Measuring service quality: a reexamination and extension." Journal of marketing, 56(3):55-68. https://doi.org/10.2307/1252296
  12. Choi, C.J.(2005), "Assessment of service quality in hospital by using SERVPERF-Focused on hospitals in Daejeon, South Chungchung province-." Journal of east and central asian studies, 16(1):138-156
  13. Shin, J.Y.(2014), "Hospital service quality analysis using service blueprint and walk-through audit." M.A diss., Korea University.
  14. McCarthy, S., O'Raghallaigh, P., Woodworth, S., Lim, Y.L., Kenny, L.C., & Adam, F.(2016), "An integrated patient journey mapping tool for embedding quality in healthcare service reform." Journal of decision systems, 25(sup1):354-368. https://doi.org/10.1080/12460125.2016.1187394
  15. Kim, Y.E.(2016), "A study on exhibition services process for the customer experience enhancement-focusing on application of the customer journey map." M.A diss., Korea University.
  16. Miles, J., Shevlin, M.(2001), Applying regression & correlation: A guide for students and researchers. Los Angeles: Sage.