• Korea Journal of Hospital Management
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• v.5 no.1
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• pp.62-83
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• 2000

Client satisfaction(CS) has played an important role in the assessment of health service quality. Thus client satisfaction management(CSM) has been highlighted as one of strategic management. Specifically, the client satisfaction approach by moment of truth(MOT) makes significant contributions to the settlement of bottlenecks on client satisfaction. This research deals with the two issues of client satisfaction in large, small and medium sized hospitals. With regard to CS, one issue is to examine the difference of patient satisfaction through MOT between them and the other derives a strategy for improving client satisfaction from the viewpoint of small and medium sized hospitals. We use the survey data for 4 large and 14 small and medium sized hospitals in 1998. Major findings of this research can be summarized as follows: first, in case of outpatients, small and medium sized hospitals have a comparative advantage on contact-points of preparation and accounts over large ones. Second, while inpatients in small and medium sized hospitals are very satisfied with the contact-point of accounts, they are dissatisfied with the contact-points of facilities and hospital rooms. Under the given budget and time constraints, the settlement of these bottlenecks could be effective strategies for improving their patients' satisfaction.

• Journal of Veterinary Clinics
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• v.29 no.1
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• pp.49-57
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• 2012

Success of any business solely is dependant on how to satisfy clients in healthcare-related industry. In the short history of Korea pet-care industry, there were not many guidelines on client satisfaction management of companion animal hospitals. The studies on many pet healthcare facilities were conducted based on their cost-benefits and the advantages of medical operation within special features of the traditional hospital management system. However the companion animal hospitals recently need to improve the service quality and client closed communication in keen competition on pet healthcare market. This study explores client satisfaction management could be the new issue of the veterinary hospital business. And it finally suggests of the critical factors affecting successful client satisfaction management of companion animal hospital based on the eight case studies.

• Management & Information Systems Review
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• v.17
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• pp.335-358
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• 2005

The purpose of this study is in investigating the tax clients for their relationship with tax preparers and the general levels of characteristics for the taxation objects, and establishing significant relationships of the two major factors-satisfaction factors and characteristics of the clients-on the satisfaction of the clients. The results of this study will provide an important basic data required for rational management of tax clients. A total of 20 sub-hypotheses were used, which can essentially be summarized into the following three major statements. The hypotheses investigation results can be summarized as below. First, as for the characteristic factors of the preparer, the taxation knowledge factor and the client satisfaction factor were found to be in a significant median positive relationship, and the experience factor and the client satisfaction factor were found to be in a relatively less significant relationship. Second, the factor on the relationship with the preparer and the client satisfaction factor were all found to be in a highly significant positive relationship. Third, in order to measure the characteristics of the taxation objects, relationships between potential tax reductions factor, probability of taxable income adjustments factor, and the client satisfaction factor were analyzed, and they were found to have positive relationships of relatively high significance. Fourth, the average for the client satisfaction factor by industry was found to be the highest for the manufacturing industry, followed by wholesalers and retailers. Other sectors showed little deviation from the average of 4.9, but this factor was not statistically significant. Fifth, the average difference examination of the satisfaction levels for the clients with or without experience of taxable income adjustments showed that those without experience of taxable income adjustments had higher satisfaction levels. Sixth, 12 study hypotheses had been proposed in order to investigate the relationship between the client satisfaction factors and the client satisfaction levels according to the characteristics of clients. Among the 12 sub-hypotheses, except for the study hypothesis of investigating the relationship between the tax preparer's taxation knowledge and the client's satisfaction levels according to the experience of taxable income adjustments, 11 study hypotheses were all not adopted.

• Journal of Information Technology Applications and Management
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• v.11 no.2
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• pp.65-80
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• 2004

The primary purpose of this study is to investigate ASP (Application Service Provider) vendor attributes that affect ASP client satisfaction. From the relevant literature, ASP vendor attributes that might affect the ASP client satisfaction were derived from which the survey questions were formulated. The survey was conducted among the companies that have adopted ASP. Through the factor analysis of the survey results, the following vendor attributes - vendor's IT infra structure, service reliability, service flexibility, vendor stability, IS maturity, information sharing - were derived ; and the relationships between those attributes and ASP client satisfaction were explored. The result of this study revealed that IT infra, service flexibility, vendor stability are related to ASP client satisfaction. The customer satisfaction factors in the traditional outsourcing -- reliability, IS maturity, information sharing were proved to be not applied in ASP environment. This study provides ASP vendors with guidelines on how to improve their ASP strategies to satisfy clients. The results of this study can also be used by client companies as a decision basis for ASP vendor selection.

• Research in Community and Public Health Nursing
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• v.15 no.1
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• pp.56-66
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• 2004

Objectives: The purpose of this study was to verify a change for family nursing phenomena and satisfaction of clients of vulnerable families in an urban community. Methods: The study subjects were 711 families, randomly selected, who had chronic diseases(arthritis diabetes, stroke, hypertension, mental disease, cancer, dementia) with basic social welfare services from the nation and had disabled persons in an urban community, South Korea. The instruments used were the family nursing phenomena in Korea by ICNP and client satisfaction. Client satisfaction consisted of client satisfaction on home visiting nurses(4 Likert scales) and home visiting services(3 Likert scales). Results: The average visiting number is 3.82. The service number of education and counseling is 3.16, patient and symptom management 3.08, assessment and diagnosis 3.08, test 2.02, medication service 1.71회, dressing 1.01, referral to social welfare institute 1.00회, referral to medical service institute 0.21. In both, pre home visiting and post home visiting, the highest rated phenomenon was the 'lack of social support system' and following that 'deficit of financial management skill and support'. 'lack of family interaction in community', and 'social isolation' 'unhealthy life style' and 'inadequate care management of sick member', in that order. The percentages of phenomena besides 'deficit of financial management skill and support' decreased. The satisfaction level of clients towards the nurses was 3.27 points on a scale of 4, and the nursing services was 2.70 points on a scale of 3. Conclusion: Home visiting nursing services should continue to provide comprehensive healthcare services and support for vulnerable families, in urban communities.

• Journal of Nutrition and Health
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• v.38 no.9
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• pp.765-776
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• 2005

The purposes of this study were to a) examine IC (intellectual capital) circumstance of CFMC (contract foodservice management company), b) identify the correlation between IC of CFMC, c) analyze the cause and effect of IC in the viewpoint of contractor, client, and customer. The questionnaires of IC measurement were handed out to 108 CfHCs, there composing of main office employees, foodservice managers, customers, and clients of 207 school, 38 hospital, and 86 business/industry foodservices. The statistical data analysis was completed using SPSS Win (ver 12.0) for descriptive analysis, correlation analysis, simple linear regression analysis. First, CFMCs had operational experience for an average of 8 years and 8 months, and served an average of 38,540 meals a day. Most of the respondent companies operated 'food supply/distribution($50\%$)', 'catering ($46.7\%$)', and restaurant business ($43.3\%$)' except for institutional foodservice and managed an average of 66 clients for the contract period of 2 years and 3 months. Second, there was positive correlation between $\ulcorner$sales of foodservice$\lrcorner$ and 'market ability', $\ulcorner$client satisfaction$\lrcorner$ and necessary intellectual capital for managing branch/chain foodservice office, and $\ulcorner$customer satisfaction$\lrcorner$ and $\ulcorner$renewal and development$\lrcorner$, 'market ability', 'infrastructure support for foodservice operation', 'employee satisfaction', respectively. Finally, the result of the cause and effect analysis on CFMCs, clients, and customers was positively influenced by 'client satisfaction' with 'customer satisfaction', 'infrastructure support for foodservice operation' and 'customer satisfaction' with 'employee satisfaction', and 'infrastructure support for foodservice operation'. In conclusion, if CFMCs were to perform a routine checkups by utilizing CFMC's IC measuring tool, improvements in CFMC operational capacities as well as foodservice quality can be noted. Additionally, CFMCS can satisfy their client-customer relationship by employing internal marketing thechniques for employee, a more efficient infrastructure support system, and construc tive infrastructure utilization. Therefore, CFMCs can show significant improvement in their sales and foodservice quali-ty though continuous maintenance of the client and customer satisfaction.

• The Korean Nurse
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• v.34 no.4
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• pp.83-91
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• 1995

The purpose of this study was to investigate client's satisfaction and to promote the image of medical services in the hostpital. It is important to identify how client is satisfy with the medical services for the image of hospital. The study was done on population group of 334 patients and their families who had been admitted to the Shospital in Seoul from July 15 to July 31. 1995. Data was collected by questionnaires on all steps of the research. Subjects were instructed to rate the 5 point likert type scale on items. 328 questionnaires returned and were used for this analysis. The results were summarised as follows: 1. The charcteristics of the subjects were as follows; the age group of 20-39 years was 61.0%. For academic background. 51.2% were graduated from high school and 28.7% were graduated from College. 2. The average scores for the services rendered were as follows; a) Satisfaction on nursing services 3.75 b) Satisfaction on kindness of hospital workers 3.55 c) Satisfaction on medical services 3.36 d) Satisfaction on environmental elements 3.19 e) Satisfaction on diet for the patients 3.18 3. The lowest score of client's satisfaction on each area shown in this study is as follows; a) Doctors explain result of tests and patient's home management 3.23 b) Nurses are eager to resolve client's problem 3.47 c) In environmental elements. toilets. roomtemperture. diet. store 2.81-2.91

• Korean Journal of Social Welfare
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• v.61 no.3
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• pp.103-127
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• 2009

This study examined the relationships among the case management implementation factors, client satisfaction and quality of life among the persons with mental illness. The survey and interviews were conducted to the 18 community-based mental health service agencies which were implementing case management, and the 381 mentally ill persons who were living in the community and were receiving services from the agencies. The path analysis and the hierarchical linear modeling were used to examine the association among the independent, mediator, and dependent variables. The major finding of this study were that the caseload had the direct relationship with the quality of life. The case management team approach had the direct relationship with the client satisfaction. The suggestions were made that more focus should be on the maintenance of the appropriate caseload, the increase of the number of the case manager, and the team approach.

• International conference on construction engineering and project management
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• 2005.10a
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• pp.774-779
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• 2005

Client requirements is a concept with increasing interest in relation to several outcomes of companies, and in particular, in the event of apartment project that takes large share in the domestic construction industry, diverse angle of survey is performed to discover the client requirements and reflect them to the project to improve the quality. For this purpose, it is required to learn the client requirements and apply it in the apartment project, and the QFD (Quality Function Deployment) linked ROQ (Return On Quality) is a technique used in the manufacturing that surveys the client requirements to improve the customer satisfaction, and apply it to the quality improvement program to improve the profitability in this process. In this study, through the application of the ROQ process, the plan to improve the apartment quality management is presented. For this purpose, the consumer interview survey, FGI (focus group interview) survey and the client requirements are analyzed, and thereafter, through the interview with the specialist, the quality improvement program that enables the application to the product development of new apartment product is established. Through this process, the new apartment quality management improvement plan is presented.

• Journal of Construction Engineering and Project Management
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• v.3 no.4
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• pp.26-34
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• 2013

Customer satisfaction and customer relationship are crucial aspect in any enterprises including housing construction projects. In general, the housing developers are facing a number of new challenges in different countries including Libya. The construction industries/housing developers need to continuously improve their products and services to meet customers' satisfaction desires and to remain in the current competitive market. This paper focuses on analysing the satisfaction factors of customers including qualityaspects of products and services in the construction projects. A framework was developed to evaluate the dynamics relationship between customer satisfaction and quality products or services, aiming to help companies' managers and policy makers to understand the needs and points of view of their customers. Apragmatic analysis was conducted to explore and analyse the customer satisfaction factors in construction industry considering different aspect of customer groups in Libya. Results indicate that there is a high demand of improvements in the contractor's performance in terms of cost, time and quality of products. It was also found that Libyan construction companies have been forced to transform their policies after on Libyan war 2011 to focus on client and customer satisfactory policies, or say centric for the purpose of improving client requirements and turn the business into more advantageous for any company.