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http://dx.doi.org/10.7469/JKSQM.2013.41.4.527

Health-care Service Quality Improvement Using Walk-through Audit  

Riew, Moon Charn (Dept of Business Administration, Korea University)
Shin, Ji Yeon (Graduate School of Management & Information, Korea University)
Publication Information
Journal of Korean Society for Quality Management / v.41, no.4, 2013 , pp. 527-539 More about this Journal
Abstract
Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to 'problem unawareness' zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to 'problem awareness' zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.
Keywords
Service Blueprint; Walk-through Audit(WtA); Hospital; Customer-provider Analysis; Service Quality;
Citations & Related Records
Times Cited By KSCI : 9  (Citation Analysis)
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