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http://dx.doi.org/10.12811/kshsm.2013.7.1.133

Assessment of Medical Service Quality Perceived by In-patients of Geriatric Hospitals -Using Revised IPA Applying the Kano's Model-  

Ko, Min-Seok (Department of Public Health Administration, Vision University of Jeonju)
Publication Information
The Korean Journal of Health Service Management / v.7, no.1, 2013 , pp. 133-144 More about this Journal
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.
Keywords
Medical Service Quality; Excitement Factor; Geriatric Hospital; Revised IPA;
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Times Cited By KSCI : 7  (Citation Analysis)
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