• 제목/요약/키워드: Consistent measure

검색결과 387건 처리시간 0.027초

범용 실리콘 방사선 센서를 이용한 우주방사선 선량계 개발 (Developments of Space Radiation Dosimeter using Commercial Si Radiation Sensor)

  • 천종규;김성환
    • 한국방사선학회논문지
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    • 제17권3호
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    • pp.367-373
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    • 2023
  • 비행시 승무원이나 승객은 우주방사선과 공기나 비행기 기체와 반응하여 발생한 2차 산란선 등에 의해 피폭을 받게 된다. 항공기 승무원의 경우 우주기상 환경 시뮬레이션을 이용하여 계산된 피폭선량으로 방사선 안전관리를 적용받고 있다. 하지만, 태양활동이나 고도, 비행경로 등에 따라 피폭선량이 가변적이어서 계산법보다는 항로별 측정하는 것이 권고되고 있다. 본 연구에서는 범용 Si 센서와 다중채널파고분석기를 이용하여 우주방사선 선량을 측정할 수 있는 선량계를 개발하였다. 선량계산은 미우주항공국의 우주방사선 측정장비인 CRaTER(Cosmic Ray Telescope for the Effects of Radiation)의 알고리즘을 적용하였다. 표준교정시설에서 Cs-137 662 keV 감마선으로 에너지 및 선량교정을 시행하였으며, 실험 범위에서 선량률 의존성이 없음을 확인하였다. 제작된 선량계를 이용하여 2023년 5월 두바이 인천 구간의 국제선에서 직접 선량을 측정한 결과 국내 우주방사선 선량평가코드(KREAM; Korean Radiation Exposure Assessment Model for Aviation Route Dose)로 계산된 결과와 12% 이내로 비슷하게 나타났으며, 고도와 위도가 높아짐에 따라 계산 결과와 동일하게 선량이 증가하는 것을 확인하였다. 좀 더 많은 실증적 검증 실험이 요구되는 제한점은 있지만, 항공기 내 또는 개인 피폭선량 모니터링에 가성비가 우수한 선량계로 충분한 활용 가능성을 확인하였다.

학업성취와 학교만족도의 종단적 상호 관계 : 빈곤 및 비빈곤 집단 차이를 중심으로 (Longitudinal Relationships between Academic Achievement and School Satisfaction :Using Fully Autoregressive Cross-Lagged Modeling and Multi-group Analysis by Poverty Status)

  • 박현선;이현주;정익중
    • 사회복지연구
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    • 제42권3호
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    • pp.183-206
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    • 2011
  • 본 연구는 학업성취와 학교만족도간의 종단적 관계의 양상이 빈곤집단과 비빈곤 집단에서 어떻게 차이 나는지를 규명하고자 1차년에서 5차년까지의 서울아동패널 자료를 활용하여 완전 기회귀교차지연분석(Fully Autoregressive Cross-Lagged Model)을 수행하였다. 분석결과 비빈곤 집단은 초등학교 4학년 학업성취수준이 초등학교 6학년 학교만족도에 영향을 미치고 이는 다시 중학교 2학년 학업성취수준을 향상시키는 것으로 나타나 초등 시기의 학업성취가 학교만족도 및 중등시기의 학업성취에 까지 영향을 미침을 알 수 있었다. 반면, 빈곤집단의 경우 초등학교 4학년 시기의 학업성취는 중학교시기의 학업성취 및 학교만족도에 유의미한 영향을 미치지 않았으며, 다만 초등학교 6학년 시기의 학교만족도가 중학교2학년 학업성취 수준에 유의미한 영향을 미치는 것으로 나타났다. 즉, 초등시기에 학업성취가 좋았던 빈곤 아동들도 중등 과정에서는 그렇지 못함을 확인하였다. 이러한 발견은 비빈곤 아동과 빈곤아동에 대한 학업성취 지원을 위한 교육적 접근도 상이할 수 있음을 보여주고 있다. 비빈곤 아동의 경우 직접적인 학업지원을 통해 학업적으로 낙오되는 아동들이 없도록 하는 것이 중요한 학교만족도 증진 전략이 될 수 있고, 이는 궁극적으로 중등교육과정의 학업성취로 연결될 수 있음을 시사하는 것이라 할 수 있다. 그러나 빈곤아동의 경우에는 직접적인 학습지원보다 우선적으로 학교와의 애착을 높여주는 프로그램이 병행 또는 선행되어 학교만족도를 높여주고, 학업성취에 대한 동기를 높여줌으로써 궁극적으로 중등교육과정의 학업성취 지원전략으로 연결될 수 있도록 지원하는 것이 필요하다는 것이다. 이러한 결과는 현재 진행되고 있는 교육복지접근의 중요한 실천적, 정책적 함의를 제공하고 있다.

오일러와 라그랑주 관측방식의 연직 자료 비교 (Comparison of the Vertical Data between Eulerian and Lagrangian Method)

  • 배혁진;권병혁;김상진;이경훈;이건명;김유진;서지우;구유정
    • 한국전자통신학회논문지
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    • 제18권6호
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    • pp.1009-1014
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    • 2023
  • 복합 환경 신도시의 시공간 고해상도 관측 자료 확보를 위해 오일러 방식과 라그랑주 방식의 종합 관측이 수행되었다. 라그랑주 방식인 두 라디오존데는 관측지점이 다르거나 관측 시각이 달라도 대체로 서로 일치하는 기압, 풍속, 풍향을 산출하였다. 온도 센서가 노출된 라디오존데는 낮 동안 고도가 높아지면서 태양 복사의 영향을 받아 상대적으로 높은 기온을 산출하였다. 오일러 방식의 윈드프로파일러와 라디오존데 비교에서 관측 시각의 차이에 따른 풍향과 풍속의 차이를 확인하였다. 수평적으로 균질장이 아닐 때, 두 관측방식의 자료를 비교하려면 이류 성분을 고려할 필요성을 의미하는 결과이다. 본 연구에서는 두 관측방식 자료의 효과적 비교를 위해 오일러 방식의 관측 주기에 따른 고도 구간별로 다른 시각의 관측 자료를 사용하는 방법을 제시하였다.

한국판 일상 속 연령주의 척도 타당화 (Validation of the Korean Version of the Everyday Ageism Scale)

  • 김은하;박정수
    • 한국심리학회지 : 문화 및 사회문제
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    • 제30권1호
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    • pp.81-100
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    • 2024
  • 본 연구에서는 일상생활에서 노인들이 경험하는 연령주의를 측정하는 일상 속 연령주의 척도(Everyday Ageism Scale: EAS)를 한국어로 번안하고 타당화하였다. 이를 위해 만 60세 이상 성인 남녀 498명을 대상으로 온라인 설문을 진행한 후, 무선적으로 두 집단을 추출해 첫 번째 집단(198명)에서 탐색적 요인분석과 신뢰도 분석을 실시하였고, 두 번째 집단(300명)에서 확인적 요인분석 및 타당도 검증을 실시하였다. 먼저, 탐색적 요인분석과 확인적 요인분석을 실시한 결과, 원척도와 동일한 10개 문항, 3개 하위요인(연령주의적 메시지 노출, 대인관계에서 연령주의, 내면화된 연령주의)이 적절한 것으로 나타났다. 또한 한국어판 일상 속 연령주의 척도(The Korean Version of the Everyday Ageism Scale: K-EAS)의 내적 신뢰도, 수렴타당도, 준거타당도, 증분타당도도 모두 양호한 것으로 확인되었다. 구체적으로 대인관계에서 연령주의와 내면화된 연령주의는 노인차별 피해경험, 노화에 대한 부정적 자기 인식, 우울과 정적 상관이 있는 반면, 노화에 대한 긍정적 자기 인식 및 삶의 만족도와 부적 상관이 있는 것으로 나타났다. 또한, K-EAS가 우울에 대한 명시적인 노인 차별 피해 경험 외에 추가적인 설명량이 있음을 확인했다. 마지막으로, 본 연구의 의의 및 한계점, K-EAS 활용과 향후 연구에 대한 제언을 제시했다.

흑찰거대배아미 발아현미배아의 섭취가 C57BL/6 생쥐의 알코올 섭취에 미치는 영향 (Effect of Germinated Black Sticky Rice with Giant Embryo on Alcohol Intake in C57BL/6 Mice)

  • 신동훈;김성곤;김현경;허성영;변원탄
    • 생명과학회지
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    • 제30권3호
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    • pp.260-266
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    • 2020
  • 알코올 중독과 GABA계와의 관련성에 대한 많은 연구가 있으며, 중추신경계의 GABA계를 항진시키면 알코올 중독의 재발을 억제한다는 보고가 있다. 이에 GABA 고함유쌀과 저함유쌀의 섭취가 생쥐의 알코올 섭취 행동에 미치는 영향을 조사하고자 한다. 흑찰거대배아미(BSRGE), 조생흑찰벼(BSR)와 거대배아미(GER) 및 일반미(Rice)를 각각 현미상태에서 48시간 발아시켜 배아만을 채취하여 발아현미배아의 비율이 70%가 함유되도록 기존의 사료에 혼합하여 사료화한 후 C57BL/6 생쥐에게 16일 동안 자유 섭취시키면서 2시간 알코올 섭취량, 22시간 물 섭취량, 24시간 사료섭취량 및 체중의 변화를 조사하였다. 흑찰거대배아미군과 조생흑찰군 간에 일별 2시간 알코올 섭취량의 일변화에 대해 repeated measure ANOVA를 실시하였을 때에 섭취일수(시간)에 따라서는 유의한 차이가 나타났다(df=7, F=4.812, p=0.026). 일별 2시간 알코올 섭취량의 일변화에 대해 양군을 비교하였을 때, BSR에 비하여 BSRGE에서 2시간 알코올 섭취량이 유의하게 감소하였으며, 이러한 감소효과는 섭취 10일째부터 16일째까지 지속적으로 나타났다(10일째, df=14, t=3.18, p=0.012; 12일째, df=14, t=3.39, p=0.004; 14일째, df=14, t=5.11, p=0.001; 16일째, df=14, t=6.79, p<0.001). GER과 Rice 양군을 비교하였을 때 Rice에 비하여 GER에서 2시간 알코올 섭취량이 유의하게 감소하였으며, 이러한 감소효과는 섭취 12일째부터 16일째까지 지속적으로 나타났다(12일째, df=14, t=2.61, p=0.021; 14일째, df=14, t=4.24, p=0.001; 16일째, df=14, t=2.81, p=0.023). GABA 고함유쌀인 BSRGE과 GER을 첨가한 사료를 섭취한 경우 GABA 저함유쌀인 BSR과 Rice를 첨가한 사료를 섭취한 것에 비해 C57BL/6 생쥐의 알코올 섭취량이 억제되었다. 이는 GABA 고함유쌀인 흑찰거대배아미가 알코올 사용 장애 환자의 재발 방지에 시도될 수 있음을 시사하고 있다.

자궁적출술 환자를 위한 critical pathway 개발과 적용효과 (Critical Pathway Development for the Hysterectomy Patients and its applied Effect)

  • 노기옥;박경숙
    • 여성건강간호학회지
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    • 제6권2호
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    • pp.234-257
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    • 2000
  • At present in the medical care, the study and effort for producing health service to consider efficiency, effectiveness, and quality are urgently called for because of the difficulty in the keen competition according to the inter- nationalization and opening, the operation in the medical institution service testing system, the change in the medical policy of KDRGs, and the lack of the health care cost increasing rate. As an alternative, the case management for the new management system is introduced in the U.S., and the Critical Pathway that is the method designing the contents of activity and its result has been developed and applied in order to anticipate and manage the patient-outcome for the realization of the cost-effective case-management. Thus, this study intended to analyze the effectiveness to obtain by developing the Critical Pathway presented as the method to improve the quality-betterment and cost effectiveness through the continuous and consistent patient management for the hysterectomy patient and applying it to the real practice. As a study method, this author formed a conceptual framework through considering five Critical Pathway used in the current U.S. and three Critical Pathway presented in the literature to develop the Critical Pathway for the hysterectomy patient, and made out the preliminary Critical Pathway through reviewing the old chart. This author made the verified the validity of the expert group about the developed Critical Pathway, and to confirm the possibility of practice application, completed and settled the final Critical Pathway after using the Critical Pathway to the hysterectomy patient from March 1st to 15th, 1997. Finally, to analyze the application-effect of the developed Critical Pathway, this author offered health care service applying the Critical Pathway to the hysterectomy patient from April 15th to August 31th, 1997. The guide for the Critical Pathway was carried out in advance by outpatient setting nurse for outpatient setting visit before the operation, and after hospitalization the primary nurse monitored the execution degree on the every duty. After discharge this author surveyed the complication through phone visiting, and one month after discharge surveyed the patient's reaction about the offered service when outpatient setting visit and analyzed the result. The source for health care cost was obtained by the statistics about the hospital charge which was offered by the General Business Department. The results were as follows. 1. It was decided that the vertical line of the Critical Pathway was made up of eight items such as monitoring/assessment, treatment, line/drains, activity, medication, lab test, diet, patient teaching, and the horizontal line of the Critical Pathway was made up of from hospitalization to discharge. 2. After the analysis of service contents through reviewing the old chart, it was decided that the horizontal line of the preliminary Critical Pathway was made up of from hopitalization to fourth postoperative day, and the vertical line of it was divided into eight items which were the contents to occur with the time frame of the horizontal line. 3. After the verifying the validity of the expert group about the preliminary Critical Pathway, the horizontal line was amended from hopitalization to third postoperative day, and taking their consensus, some contents of the horizontal line was amended and deleted. 4. From March 1st to 15th, 1997, to confirm the clinical suitability, this author offered eight hysterectomy patients the medical service through the Critical Pathway. The result was that three of them could be discharged at the expected discharge day, and the others later than that day. Supplementing the preliminary Critical Pathway through analyzing the cause of that delay- case, this author developed the final Critical Pathway. 5. There were no significant differences between the experimental and the control group in the incidence of complication(P > 0.05). 6. The 92.4% of experimental group was satisfied with the Critical Pathway service. 7. The length of hospital stay of the experimental group offered with the Critical Pathway service was 4.6 days and there was a significant difference that it was 1.3 days shorter than that of the control group(t=-29.514, P=0.000). 8. There wsa a significant difference that the mean medical charge per one patient of the experimental group offered the Critical Pathway service was cheaper \124,150 than that of the control group(t=-9.826, P=0.000). 9. The result that the author assumed and analyzed hospital income with the rate of turning bed was assumed that the increase of hospital income was \63,245,072 for that study, and the income increase was expected with \68,704,864 for a year. The result that this author applied the Critical Pathway to the hysterectomy patient have no differences in the incidence of complication, high satisfaction with that service, and the length of hospital stay decreased in the experimental group, and the mean hospital charge per one patient decreased, but hospital income increased. Suggestions for further study and nursing practice are as follows. 1. The study to apply the Critical Pathway for a year, verify the validity, and measure the effect repeatedly is needed. 2. To apply and manage the Critical Pathway effectively, the study to computerize it is needed. 3. The study to develop hospital-based Critical Pathway about other diseases or procedure, and measure the effect is needed.

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임상실습교육의 교수효율성과 임상실습만족도에 관한 상관성 연구 (대구지역을 중심으로) (A study on correlation of teaching efficiency and satisfaction of clinical training in Daegu)

  • 김정숙;정영해
    • 대한치과기공학회지
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    • 제28권1호
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    • pp.121-142
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    • 2006
  • Collecting materials for study on teaching efficiency and satisfaction of clinical training, it changes. Dental technology's educational procedure to many ways of a prospect. In a circumstance that needed higher level of education, this study is aimed on realizing an importance of clinical training through the various materials that previously carried out and offering basic knowledge to take better clinical training for the students. Study results below 1. This Investigation conducted on 123 of sophomores(70.3%) and 52 of juniors(29.7%) who have been taken clinical training, and men's proportion(51.45%)is a bit higher than girls(48.6%). The 64% of respondents taken largest proportion were 20 to 24 years old. As 67.9% of respondents attended daytime school and 30.3% of them attended nighttime one, their school time shows a little difference. In a question about relation ship, one answered "Harmonious" took largest proportion by 72.6% during training, and about the degree of satisfaction of campus life who answered "normal" were the most with 59.4%. 2. About the reason choosing dental technology as a major, 41.1% taken the most answered "due to the specialized job", "Getting job easily" was second with 26.9%, and third was "recommended from around" with 18.3%. 50.3% of the respondents answered "normal" about the Satisfaction of their major, student marked in grade "B" most with 51.4% 3. In a investigation result about clinical training statues and preference, most(72.6%) choose place less than 10 for clinical training, and 60.6% of them resided own home. About their commuting time from home to training place, 44% was under 30min, 40% took time 30-60min. It shows students prefer shotter distance in terms of choosing training place. 4. Each part manager took large proportion as a clinical trainer with 33.7%, Training curriculum reform and developing method were most answer as a improvement measure after completing training with 30%. 5. The average of total score about clinical training was 3.15 of 5. In the detailed question, 'satisfaction of clinical training' got 3.38 as a highest score, the lowest score was 2.86 that is about satisfaction of clinical training period. The average score about efficiency of study was 2.86 and in detailed question, 'a Role model' got 3.26 as a highest score and participation of student got 3.05 as a lowest score. 6. The result of T-test to see the difference of the satisfaction according to the general character and clinic training condition between teaching efficiency is that the degree of satisfaction of clinical training showed statistical significance only in the degree of satisfaction of campus life(p<0.05), and teaching efficiency has a statistical significance with their age, grade, and satisfaction of campus life (p<0.05). 7. The relation between of teaching efficiency of clinical training and satisfaction of clinical training of dental technologic student has a statistical meaning in significance leveler 0.01. Now, therefore we suggest following based on these result. 1. To elevate satisfaction of clinical training, it agentry needs development of consistent clinical training curriculum. 2. To grasp the satisfaction and requirement, in needs to measure anxiousness and satisfactory degree after completing training 3. To train efficiently and evaluate efficiency over the teaching activities, it needs to develop measuring tools for teaching efficiency in terms of teacher's important rules in a clinical training. 4. Strengthen the relations with the study developing and managing curriculum gathering theoretical knowledge and practice. And make an effort to apply to their students. 5. Let the trainee take a class setting a belief, sense of value, function and obtain behavior by making the students comfort over clinical training as increasing teaching efficiency.

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고객만족이 기업의 신용평가에 미치는 영향 (The Effect of Customer Satisfaction on Corporate Credit Ratings)

  • 전인수;전명훈;유정수
    • Asia Marketing Journal
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    • 제14권1호
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    • pp.1-24
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    • 2012
  • 본 연구는 고객만족과 기업가치 성과간의 관계를 분석하는 것이 목적이다. 기업가치성과는 주가와 신용등급으로 나눌 수 있는데, 전자는 기업의 시장가치이고 후자는 자금조달비용이라 구분하여 사용되고 있다. 고객만족과 주가와의 관계는 비교적 오래전부터 연구되어 왔으나 신용등급과의 관계는 최근 들어 연구되기 시작하였다. 대표적으로 Anderson and Mansi(2009)의 연구에서는 양자가 긍정적으로 관련된 것으로 밝혀졌으나, 윤상운(2010)이 국내자료를 사용한 연구에서는 그 관계가 입증되지 못하였다. 일치하지 않는 두 연구의 결과에서 아이디어를 얻어 본 연구에서는 고객만족이 신용등급에 긍정적 영향을 미치는 것으로 보고 이를 검증하였다. 두 연구에서 사용한 모델을 참고로 하였고 특히 우리나라 실정에서는 정부지원이 중요한 변수임을 감안하여 이를 포함한 연구모형을 설정하여 검증한 결과 긍정적 관련성이 있는 것으로 나타났다. 추가분석에서 자산규모가 큰 기업보다 작은 기업에서, 제조업보다 서비스업에서 고객만족이 신용등급에 더 유의한 긍정적 영향을 미치는 것으로 나타났다.

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기업사회책임활동적인지인지동기류형대고객충성도적영향(企业社会责任活动的认知认知动机类型对顾客忠诚度的影响) (The Effects of the Perceived Motivation Type toward Corporate Social Responsibility Activities on Customer Loyalty)

  • Kim, Kyung-Jin;Park, Jong-Chul
    • 마케팅과학연구
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    • 제19권3호
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    • pp.5-16
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    • 2009
  • 企业社会责任活动已被认为是提高企业形象和企业竞争力的一个潜在因素. 然而, 先前大部分关于企业社会责任活动的研究是主要针对的是这些活动如何影响影响对产品, 企业以及企业形象的评价的评价. 另外, 一些学者将消费者对企业动机的感知作为企业社会责任和消费者反应之间直接关系中的调解变量. 然而, 动机理论和相关的研究存在一些缺点. 对消费者, 企业社会责任活动只有两个动机, 但最近, Vlachos等人(2008) 认为这些动机应该细分. 因此, 它有可能从原有理论发展为修正理论模型(说服, 个人知识管理(PKM). Vlachos等人(2008) 将企业社会责任动机细分为四种类型, 并尝试发现这些动机在影响顾客种程度方面的作用以及不同. 以前的研究已经证明具有积极动机会对的社会责任活动会有积极的影响. 但并没有实证地解释其心理原因. 因此本研究的目的是双重的. 第一, 本研究试图发现顾客为什么会在他们感受到企业社会活动的积极动机的情况下表达他们的感激. 第二, 本研究试图测试当社会从企业社会责任活动中获得利益时与消费者的回报的效果. 以下是本研究的假设: H1: 企业社会责任活动的价值驱使的动机积极影响认知的对等对于互惠的期待. H2: 企业社会责任活动的参股者驱使的动机消极影响于互惠的期待认知的对等. H3: 企业社会责任活动的利己驱使的动机消极影响于互惠的期待认知的对等. H4: 企业社会责任活动的战略驱使的动机消极影响对于互惠的期待认知的对等. H5: 对企业社会责任活动的互惠的期待认知的对等积极影响消费者忠诚度. 我们选择了一个公司作为研究对象来理解企业社会责任活动的动机是如何影响消费者于互惠的期待认知的对等和顾客忠诚度. 总样本为100名受访者被选为试验测试. 此外, 为了获得一致的回复, 我们保证所有的受访者都超过20岁. 本调查中. 在排除了28份无效问卷以后, 总受访者是172名(82名男性, 90名女性). 基于截至标准, 数据和模型的适配度良好. 在观察结果以后, 企业社会责任活动的价值驱使的动机对于互惠的期待认知的对等有积极的影响(t=6.75, p<.001),假设1被证明. Morales (2005) 也指出消费者的确感激企业对社会所做出的努力以及对社会所给予的利益. 而且企业社会责任活动的参股者驱使的动机对于互惠的期待认知的对等没有影响(t = ‐.049, p > .05). 因此, 假设2被拒绝. 我们可以用符合论来解释这个结果. 利己驱使动机(t = ‐3.11, p < .05)和战略驱使的动机(t = ‐4.65, p < .05) 对认知的对等有消极影响. 因此H3和H4被证明. 而且认知的对等积极影响消费者的忠诚度(t = 4.24, p < .05),H5被证明. 从结果中看, 与大众群体相比,大学生更容易受利己驱动动机的影响. 以下是本研究的结论:首先, 数据分析结果显示价值驱使的动机积极影响于互惠的期待认知的对等. 但是参股者驱动的动机对互惠的期待认知的对等没有显著影响. 另外, 利己驱使的动机和战略驱使的动机消极影响互惠的期待认知的对等. 第二, 当企业社会责任活动与消费者的回报关联时, 社会责任活动积极影响顾客忠诚度. 本研究测试了动机的种类是否影响消费者对企业社会责任的反应, 尤其是企业社会责任如何能影响关键的内在因素(认知的对等) 和消费者行为的结果(顾客忠诚度). 而且, 本研究阐述了认知对等在企业社会责任动机和顾客忠诚度的关系中起到媒介的作用. 我们的研究扩展了有关消费者企业社会责任动机方面的研究, 将他们定位为消费者反应的一个直接指标. 另外一个贡献是, 我们成功地鉴定了认知的对等作为一个次级过程在归因于顾客忠诚度的企业社会责任的影响中的中介作用. 今后在研究企业社会责任的最终行为和财务影响时应该考虑源于互惠的期待认知对等的影响. 本研究的结果具有重要的管理意义. 第一, 本研究发现的对等的中心作用表明经理人应该经常考虑这些行为将创造出多少的互惠的期待认知对等. 第二, 理解消费者对企业社会责任的动机, 的认知是如何与互惠的期待认知对等和顾客忠诚度相关, 可以帮助经理人通过营销活动和管理企业社会责任‐感应归因过程来监控和提高这些消费者的结果. 本研究的结果将帮助企业去理解影响互惠的期待认知对等的四个不同的动机的相对重要性.

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의료서비스 마케팅을 위한 품질지각과 만족에 관한 연구 (A Study on Qulity Perceptions and Satisfaction for Medical Service Marketing)

  • 유동근
    • 간호행정학회지
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    • 제2권1호
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    • pp.97-114
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    • 1996
  • INSTRODUCTION Service quality is, unlike goods quality, an abstract and elusive constuct. Service quality and its requirements are not easily understood by consumers, and also present some critical research problems. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. Moreover, despite the phenomenal growth of medical service sector, few researchers have attempted to define and model medical service quality. Especially, little research has focused on the evaluation of medical service quality and patient satisfaction from the perspectives of both the provider and the patient. As competition intensifies and patients are demanding higher quality of medical service, medical service quality and patient satisfaction has emerged as a critical research topic. The major purpose of this article is to explore the concept of medical service quality and its evaluation from both nurse and patient perspectives. This article attempts to achieve its purpose by (1)classfying critical service attibutes into threecategories(satisfiers, hygiene factors, and performance factors). (2)measuring the relative importance of need criteria, (3)evaluating SERVPERF model and SERVQUAL model in medical service sector, and (4)identifying the relationship between perceived quality and overall patient satisfaction. METHOD Data were gathered from a sample of 217 patients and 179 nurses in Seoul-area general hospitals. From the review of previous literature, 50 survey items representing various facets of the medical service quality were developed to form a questionnaire. A five-point scale ranging from "Strongly Agree"(5) to "Strongly Disagree"(1) accompanied each statement(expectation statements, perception statements, and importance statements). To measure overall satisfaction, a seven-point scale was used, ranging from "Very Satisfied"(7) to "Very Dissatisfied"(1) with no verbal labels for scale points 2 through 6 RESULTS In explaining the relationship between perceived performance and overall satisfaction, only 31 variables out of original 50 survey items were proven to be statistically significant. Hence, a penalty-reward analysis was performed on theses 31 critical attributes to find out 17 satisfiers, 8 hygiene factors, and 4 performance factors in patient perspective. The role(category) of each service quality attribute in relation to patient satisfaction was com pared across two groups, that is, patients and nurses. They were little overlapped, suggesting that two groups had different sets of 'perceived quality' attributes. Principal components factor analyses of the patients' and nurses' responses were performed to identify the underlying dimensions for the set of performance(experience) statements. 28 variables were analyzed by using a varimax rotation after deleting three obscure variables. The number of factors to be extracted was determined by evaluating the eigenvalue scores. Six factors wereextracted, accounting for 57.1% of the total variance. Reliability analysis was performed to refine the factors further. Using coefficient alpha, scores of .84 to .65 were obtained. Individual-item analysis indicated that all statements in each of the factors should remain. On 26 attributes of 31 critical service quality attributes, there were gaps between actual patient's importance of need criteria and nurse perceptions of them. Those critical attributes could be classified into four categories based on the relative importance of need criteria and perceived performance from the perspective of patient. This analysis is useful in developing strategic plans for performance improvement. (1) top priorities(high importance and low performance) (in this study)- more health-related information -accuracy in billing - quality of food - appointments at my convenience - information about tests and treatments - prompt service of business office -adequacy of accommodations(elevators, etc) (2) current strengths(high importance and high performance) (3)unnecessary strengths(low importance and high performance) (4) low priorities(low importance and low performance) While 26 service quality attributes of SERPERF model were significantly related to patient satisfation, only 13 attributes of SERVQUAL model were significantly related. This result suggested that only experience-based norms(SERVPERF model) were more appropriate than expectations to serve as a benchmark against which service experiences were compared(SERVQUAL model). However, it must be noted that the degree of association to overall satisfaction was not consistent. There were some gaps between nurse percetions and patient perception of medical service performance. From the patient's viewpoint, "personal likability", "technical skill/trust", and "cares about me" were most significant positioning factors that contributed patient satisfaction. DISCUSSION This study shows that there are inconsistencies between nurse perceptions and patient perceptions of medical service attributes. Also, for service quality improvement, it is most important for nurses to understand what satisfiers, hygiene factors, and performance factors are through two-way communications. Patient satisfaction should be measured, and problems identified should be resolved for survival in intense competitive market conditions. Hence, patient satisfaction monitoring is now becoming a standard marketing tool for healthcare providers and its role is expected to increase.

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