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http://dx.doi.org/10.7469/JKSQM.2012.40.3.381

A multi-item measurement scale of healthcare service quality: an evaluation indicators of healthcare certification  

Choe, Byung-Don (College of Business, Hallym University)
Lee, Don-Hee (BK21, Sogang Business School, SoGang University)
Yoon, Sung-Dae (Kangnam Sacred Heart Hospital, Hallym University)
Publication Information
Journal of Korean Society for Quality Management / v.40, no.3, 2012 , pp. 381-393 More about this Journal
Abstract
Purpose: Considering various measurements for healthcare service quality, the purpose of this study is to examine measurement items for healthcare service quality (HCSQ) based on previous study and service quality evaluation institutions in the international community. Methods: The proposed research model was tested using measurement analysis, based on data collected from 387 respondents in the selected hospital with more than 500 beds in South Korea. Results: The results of the study shed insights about the relative importance of quality items as degree of improvements of care services tangible, safety, efficiency, and empathy. Also, the study provides new measurement model for healthcare service quality. Conclusion: Healthcare organization thrives to find the key factors for improving quality of care and service that meet customers' needs and expectations.
Keywords
Healthcare Service Quality; Measurement Items for Quality; Evaluation Indicators; Measurement Model;
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Times Cited By KSCI : 2  (Citation Analysis)
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