• Korea Journal of Hospital Management
• /
• v.10 no.2
• /
• pp.1-25
• /
• 2005

This study purports to investigate the determinants of patient satisfaction and intent to revisit at national university hospitals in Korea. A total of 8 independent variables for outpatients, 9 independent variables for inpatients, and an intervening variable of overall patient satisfaction were selected through literature review. The independent variables for outpatients contain the level of satisfaction with physicians, nurses, ancillary staff, administrative procedure, medical cost, physical environment, facility convenience. and health recovery. With regard to the independent variables for inpatients, the quality of ward services was added to those of outpatients. Each variable contains 3 to 8 items measuring the level of satisfaction with various aspects of the variable. The sample used in this study consisted of 879 outpatients and 821 inpatients. Data were collected with interview survey and analyzed using path analysis. The major findings of the study are as follows: 1) The following variables have significantly positive effect on the intent to revisit of outpatients: health recovery, overall satisfaction, satisfaction with physicians, and ancillary staff. 2) The following variables have significantly positive effect on the intent to revisit of inpatients: health recovery, satisfaction with nurses and physicians, overall satisfaction, and administrative procedure. 3) The following variables of admission procedure, satisfaction with ancillary staff, facility convenience, quality of ward services were found to have significantly positive effect only on the level of overall satisfaction, even though they do not have significant total effect on the intent to revisit. The results of the study indicate that national university hospitals in Korea should make an effort to improve the satisfactory level of patients with clinical outcome, services provided by physicians, nurses, and ancillary staff, and the quality of administrative procedure for enhancing the intent to revisit of patients.

• Journal of Digital Convergence
• /
• v.11 no.5
• /
• pp.179-186
• /
• 2013

The purposes of this paper are to identify the factors which affect the intention to use mobile services, and to compare users' satisfaction elements for customers between Korea and China. The findings of this paper are as follows: first, in Korea, information quality, system quality, design quality, mobile internet experience, perceived cost and innovation pursuit are the significant variables affecting the user satisfaction; second, in China, system quality and innovation pursuit don't affect the user satisfaction in China. And the user satisfaction affects the intention to use of the mobile service both in Korea and China.

• Culinary science and hospitality research
• /
• v.6 no.2
• /
• pp.175-197
• /
• 2000

Eating out industry is typical human service industry to depend on human resources largely. Nevertheless, management of human resources in eating out industry is beneath notice. Degree of satisfaction at a duty of an employee must be grasped to offer good service to a customer. Human service of an employee is structural element of eating out industry and a direct instrument to make a profit Therefore, an offer of good service depends on a mental attitude of an employee though satisfaction at a duty. Therefore, this study investigates elements affecting satisfaction at a duty of an employee and presents actual remedies to a chive purposes of study with importance. To accomplish this duties, this study does theoretical studies on satisfaction at a duty and literature studies on general features of eating out industry. And, on the basis of it, this study does actual studies on satisfaction at a duty of an employee in small-scale eating out industry Therefore, to disperse burdensome amount of business due to human structure that do not differentiate between operation and cooking to operate organization that employee works by turns and rest, and to use well trained part-time worker will contribute to reduction of labor cost and promotion of morale of current employee.

• Korean Journal of Human Ecology
• /
• v.14 no.5
• /
• pp.771-783
• /
• 2005

The purpose of this study is to investigate level of participation and satisfaction on leisure by the types of money attitudes in adults consumer, and to offer useful informations for improvement of leisure life. The data used in this study were collected from 449 adult consumers in Busan. The results of this study are as followings: 1. The attitude factors of adult consumers toward money are divided into six factors. And according to the factor points, five clusters are obtained. 2. Demographic variables which influenced on the types of money attitudes were the size of a family, the household monthly income, and the educational background. 3. The differences of level of participation on leisure according to the types of money attitudes were significant to participation level, participation time, participation cost and participation satisfaction in leisure. 4. The differences of satisfaction on leisure according to the types of money attitudes were significant to the monthly leisure expenditure. 5. The influencing variables of satisfaction on leisure according to the types of money attitudes showed differences by the various cluster types.

• Journal of Pharmacopuncture
• /
• v.15 no.3
• /
• pp.7-12
• /
• 2012

Objective: This study aimed to summarize and analyze the usage of and the satisfaction levels with combined treatment including Oriental and Western medicine. Methods: We searched studies on the usage of and the satisfaction levels with combined treatment including Oriental and Western medicine over the past 10 yrs (2001-2011) from 3 Korean databases (National Assembly Library, Research Information Service System, and National Discovery for Science Leaders). The reviewers also conducted a summarizing analysis by sampling the literature according to the type of study, study period, region, study subjects, sample size, type of sampling, research method, data analysis, study instruments, main results, etc. Results: When the main results of six studies on combined treatment usage and satisfaction levels were considered together, the most important decisive factor in determining the usage of combined treatment was the illness of the patient, followed by the patient's occupation, sex, age, education, marital status, religion, treatment cost, and treatment results. In addition, the most important factor that determined satisfaction levels with combined treatment was age, followed by education, religion, income, health status, treatment procedures, staff attitude, and cleanliness. Conclusions: Elderly patients with musculoskeletal, cerebro-vascular, and circulatory system illnesses are more likely to prefer combined treatment over independent Oriental or Western treatment and are more likely to request specialized, adjusted medical care.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.10 no.6
• /
• pp.37-46
• /
• 2015

This study investigates the relationships among product quality, consumer behavior, customer satisfaction, and customer loyalty on environmental viewpoint. For the empirical study it has been attempted to collect data by using a questionnaire including 18 questions. The respondents who had experienced using green or environmental products were 212 college students. In my research 167 valid cases are selected for a data analysis by SPSS based hierarchical regression analysis technique. The results show that green product quality had significant impacts on customer satisfaction and customer loyalty, and cost factor of green consuming behavior had moderating effects between customer satisfaction and customer loyalty. Empirical results imply that green product quality contributes to customer satisfaction and customer loyalty. Additionally, green consumer behavior on customer satisfaction increase customer loyalty.

• Journal of the Korean housing association
• /
• v.26 no.3
• /
• pp.85-97
• /
• 2015

The Publicly Purchased Property (PPP) Program since 2004 has allowed low-income households to reside in decent housing at a reasonable expense and to live in a community they choose. With an increasing number of the housing stock, management of the properties becomes a growing concern. The purpose of this research is to find out the satisfaction of the tenants with residential environment and housing management. To collect data, a face-to-face interview survey was conducted for 310 households living in the designated properties of 8 cities in and outside the Seoul Metropolitan Area (SMA). Most of the households were a family of three headed by late middle-aged man and lived in physically sound, small-sized units at an affordable cost. Overall satisfaction with living environment was higher in non-SMA than in SMA, and influenced by building deterioration and unit size. Further, most of the respondents were in favor of housing management services provided by a nearby public housing estate. Building deterioration and regular onsite visits of management staff were determinants in the satisfaction with housing management. The results indicate that proper housing management delays building deterioration and assures decent living for low-income people, leading to high levels of residential satisfaction.

• Journal of Korean Academic Society of Home Health Care Nursing
• /
• v.18 no.1
• /
• pp.13-19
• /
• 2011

Purpose: The aim of this study was to evaluate patient satisfaction and indirect marketing effects (recommendation, hospital re-visit intention) and additionally to calculate the expected incomes by clinical nurse specialists (CNS). Methods: Sixty-six patients who had lower varicose vein removal surgery performed at two general hospitals from August 1 to November 30, 2008, were recruited. The effects were evaluated by degree of patient satisfaction, the number of personal recommendations given, rate of hospital re-visit intention, and indirect marketing effects. Indirect marketing effects were calculated as the total cost of surgery multiplied by the score of other variables. Results: The patient satisfaction score was 0.82 for CNS and 0.43 for general nurses (GN). The number of personal recommendations given was 2.5 for CNS and 1.1 for GN. The rate of hospital re-visit intention was 0.31 for CNS and 0.21 fot GN. The ratio of expected incomes between CNS and GN is 2.07 to 1. Conclusion: We found that when a CNS serves a patient, satisfaction, number of personal recommendations, hospital re-visit intention, and indirect marketing effects were higher than those of GN. These results show that CNS have dominant roles and functions and that the effects of CNS employment can be measured using economics parameters.

• Journal of Distribution Science
• /
• v.15 no.7
• /
• pp.53-59
• /
• 2017

Purpose - In the airline industry, an airport plays an important role. There are a lot of employees who work at an airport, and most of the workers experience restraints regarding leisure activities. Thus, there is a need for studying the internal marketing in the airport to better serve the worker. Although there is a lack of well-structured research regarding the restrictions and satisfaction factors experienced by the airport employees for their leisure activities, this research studies how the restrictions and satisfaction factors influence each other in relation to the internal marketing in the airport. The purpose of this research is to provide a detailed, real time research method for studying the restrictions and satisfaction factors in relation to the internal marketing that are experienced by the airport employees regarding their leisure activities. Research design, data, and methodology - This survey was conducted for airport employees working in two shifts. The questionnaire is 152 copies. The analysis method was used as SPSS statistical package 21.0 and Netminer 4.0 program. Social networks were analyzed for leisure satisfaction and leisure restrictions. Results - As a result of analyzing the linkage between variables for leisure satisfaction, most of the variables of leisure satisfaction are satisfied with "psychological factor" and "social factor". However, "educational factor" and "environmental factor" are not satisfied. In order to improve the leisure satisfaction of airport workers in the future, it is necessary to have an environment where leisure activities can be performed and related education. As a result of analyzing the linkage between variables of leisure restrictions, most of the variables in leisure restrictions are "personal factors" and "temporal factors". However, there are few restrictions on "cost-efficient" and "environment-friendly". Conclusions - In the future, in order to reduce the leisure restrictions of airport workers, they need to reduce work stress, psychological time and leisure allowance for leisure activities. However, it is difficult to solve these problems due to realistic problems including the specificity of working at the airport. This research presents an interdisciplinary analysis of how the restrictions and satisfaction factors influence each other in order to further advance the understanding of the constraints and satisfaction that are experienced by the airport employees.

• Journal of Korean Academy of Nursing Administration
• /
• v.7 no.2
• /
• pp.265-284
• /
• 2001

The case management has been applied to improve the quality of care and the cost-effectiveness in the most health care institutions. In a way of case management, the critical pathway(CP) has been executed in many acute care settings, focused on the diagnoses with high cost, high volume, and high risk. This study was conducted to develop a case management program using CP as an intervention of patients with lumbar spinal stenosis for the surgery of posterolateral fusion, and to find out the effects of the critical pathway on the quality of nursing care, patient satisfaction as an outcome of care, length of stay and medical charge, and nurses' job satisfaction. At the same time, patients' functional states were checked with the Oswestry Low Back Pain Index, to show that the CP would not decrease the patients' function compared to the control group. The subjects were 25 control patients with a usual operation of lumbar fusion and 25 experimental patients with CP. They were all female, aged $50s{\sim}70s$, admitted in the Orthopedic surgery ward of a university hospital. Also nurses on the floor using CP were asked to respond to measurement tool of job satisfaction before and after the application of CP, and compared with other nurses on the different wards. Data were analyzed with t-test for continuous variables and chi-square for non-parametric variables in addition to the reliability test of the measurement tools. The results of this study were as followings: 1. Patients' functional states The differences in Oswestry scores of the experimental and control groups assessed at preoperation and at discharge were not statistically significant. The change in scores of the experimental group measured at preoperation and at discharge was larger than that of the control group, however the difference was not statistically significant. The results indicate that the CP did not decrease the patients' functional status. 2. The quality of nursing care The total of quality of nursing care given to the experimental group was better than that of the control group(P=.000). In addition, the experimental group showed better scores of quality of every item of care than the control group(P=.000 -.004). 3. Patient satisfaction Patients of the experimental group were not more satisfied with general care than the control group. But they were more satisfied with discharge care of 'explanation about medication, body posture, and brace application' and 'explanation about the adjustment of daily living and exercise during recovery'(P= .047, P=.028). 4. Nurses' job satisfaction Nurses working with the CP showed more job satisfaction than before the CP introduction(P=.048). But the control group of nurses on a different floor showed no change in job satisfaction at the same period of time. 5. Length of stay and medical charge The mean length of stay of the experimental group was shorter than that of the control group without statistical significance. The charge of medication and treatment of the experimental group were smaller than that of the control group(P=.011, P=.000). The results of the study support that the case management using critical pathway enables to improve the quality of care and job satisfaction, to reduce the medical charge, and consequently to increase satisfaction with care. However, the case management should be instituted focusing on the quality improvement of nursing and the client satisfaction, not just for the purpose of cost-effectiveness of health care facilities.