[KSCI] Korea Science Citation Index Service

http://dx.doi.org/10.21219/jitam.2020.27.4.037

Research on Quality Components for Service Design of Health Screening : Focus on IT Services

Chung, Ju Youn (College of Software and Convergence Technology, Comics & Animation Technology major, Sejong University)
Jung, Dukyoo (College of Nursing, Ewha Womans University)

Publication Information

Journal of Information Technology Applications and Management / v.27, no.4, 2020 , pp. 37-48 More about this Journal

Abstract

This research proposes how to enhance low customer satisfaction with health screening services caused by procedural complexity and limits of health screening. The purpose of this study is to identify sub-components of the service quality provided by general health examination centers. This is a qualitative analysis of in-depth interviews of providers and consumers of medical services. The data were primarily analyzed by affinity diagram, and the data were sorted and analyzed according to the criteria suggested by Donabedian's four components. Four types of quality factors and the health screening service quality components of 39 subordinate items were assessed. Components related to the use of IT facilities comprise a significant amount of the physical factors, and there are high demands for IT facilities among customers.

Keywords

Health Screening; Quality Management; Service Design;

Citations & Related Records

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