• Korea Journal of Hospital Management
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• v.4 no.1
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• pp.171-189
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• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• The Korean Journal of Food And Nutrition
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• v.23 no.4
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• pp.470-477
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• 2010

The purposes of this study were to identify the evaluation categories, areas, attributes of the hospital food service and to define the relative importance of the evaluation categories, areas, attributes of the hospital food service using analytic hierarchy process. A survey was conducted from January 8th to 25th in 2007. Questionnaires were mailed to the 310 directors of dietetic departments of hospitals that included 160 primary hospitals, 107 secondary hospitals, and 43 tertiary hospitals. The result of the analytic hierarchy process indicated that relative importance of evaluation category was 0.5259 for food service management and 0.3407 for nutrition care. The food service management consisted of four subcategories, which are equipment standard, sanitation, production, and delivery service. Sanitation(relative importance: 0.2652) was the most important area among the subcategories and it was followed by equipment standard(0.2067), delivery service(0.1864) and production(0.1848). The nutrition care has two subcategories, menu management and meal management. The relative importance of menu management(0.4174) was higher than that of meal management(0.3555). The quality of food service and nutrition care to inpatients can be improved by the evaluation system based on appropriate applications of the developed evaluation indicators for hospital food service systems.

• Korea Journal of Hospital Management
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• v.16 no.3
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• pp.115-132
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• 2011

Prior research in medical service field have mainly focused on service quality, satisfaction, and choice attributes of hospital. However, a little research has been done on "Which service quality attributes are more preferred by customer motivation(customer regulatory focus)". This study examines how regulatory focus affects the structural impact relationships of service quality and emotion(quiescence) on perceived value in medical service context. Especially, this research draws the moderating effects of regulatory focus between medical service quality, emotion, and perceived value. The Results were summarized as follows: The relative impacts of medical service quality on customer emotion are different depending upon the regulatory focus. Hospital reputation is shown to be more important factors in prevention-oriented customer, while physical environment is the case in promotion-oriented customer. The relative impacts of medical service quality and emotion on perceived value are different depending upon the regulatory focus. Hospital reputation, convenience, and accessibility are shown to be more important factors in promotion-oriented customer, while physical environment is more important in prevention-oriented customer. Also, emotion has a positive influence on perceived value in prevention-oriented customer, whereas the effect of emotion is not significant in promotion-oriented customer.

• Journal of Korean Academy of Nursing
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• v.35 no.7
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• pp.1210-1220
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• 2005

Purpose: This study was aimed to examine how subjects' characteristics and nursing service quality influence hospital revisiting intent, to compare perceptions of patients with those of nurses, Method: The questionnaire was developed and distributed to 300 patients and nurses at six general hospitals in a provincial city, Korea, For data analysis, the SPSS/PC program was used. Result: The nursing service quality's scores of patients is 3.61, that of nurses is 3.77, and there is a significant difference. The hospital revisiting intent's score of patients is 4.84, that of nurses is 4.61, and there are no significant differences. In subjects' characteristics, patients perceive that the hospital is the only different factor, and place hospital revisiting intent at $3.6\%$. Nurses perceive that education level and position are different factors, and place hospital revisiting intent at $3.3\%$. In nursing service quality, patients perceive that 2 attributes explain hospital revisiting intent at $17.8\%$ and 2 factors explain it at $16.5\%$; whereas, nurses perceive that 2 attributes explain hospital revisiting intent at $15.3\%$ and 3 factors explain it at $12.2\%$. Conclusion: There are perception gaps between consumers and providers. So nursing and hospital managers must recognize these facts and provide various marketing strategies to overcome them.

• Korea Journal of Hospital Management
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• v.18 no.1
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• Journal of Pharmaceutical Investigation
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• v.23 no.2
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• pp.97-102
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• 1993

Hospital pharmacy services are divided into dispensing affairs for inpatients and outpatients, pharmaceutical service, stock control, intravenous admixture service, drug information service, pharmacokinetic consultation service, education and research work, etc. But among those affairs, dispensing affair for outpatient is perceived as the most important work in Korea, because it is linked directly with hospital service for patients. Therefore, total computer system for dispensing area was adopted from opening point of hospital in 1989 in Asan Medical Center. Utilization of computer system for outpatient dispensing area is as follows; 1) Order communication system of prescription by Total Hospital Information System, 2) Automatic print-out system of direction for use by sticker connected with on-line net work, 3) Use of automatic tablet counting and packaging machines connected with on-line net work. Those computer system resulted in curtailment of pharmacy manpower and shortening of waiting-time for outpatient.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.541-553
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• 2013

Purpose: This study intends to offer strategic implications that can be used in emergency medical service of large-size hospital through analysis of causal relationship among factors such as emergency medical service, patient value, patient satisfaction and reuse intention. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: As a result of empirical analysis, we found that emergency medical service qualities of general hospital could be six components. Image of hospital, medical facilities, and attitude of medical staff are positively related to patient satisfaction and reuse intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations to be solved through additional study in future.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.45-61
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• 2004

This study is to identify the differences in service quality for the 2nd-scale hospital Industries. The subjects of this survey for the empirical analysis are limited to the 2nd- scale hospitals in Korea: data are collected in Seoul, Incheon and Kyungki areas. The results are as follows. First, the efficiency for hospital operations confirmed the differences in bed scale. Second, the high-efficiency hospitals attach importance to efficiency with more than 100 bad scale and the low-efficiency hospitals attach Importance to service quality with less than 100 bed scale.

• Journal of Home Health Care Nursing
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• v.10 no.2
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• pp.158-169
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• 2003

Purpose: This study is to investigate the recognition regarding Hospital - Based Home Care Service among physicians and nurses in a G University Hospital. Method: Data were gathered from 92 physicians and 257 nurses. working at G University Hospital. from January 15 to January 22. 2003 by questionnaire. The data were analyzed by using the SPSS/PC +. Result: 1) As to the previous information about a hospital based home care service. those who have been familiar to it were 85.9% of the physicians. and 98.8% of the nurses. 55.4% of the physicians and 55.1% of the nurses responded that they are willing to refer their patients to the home health care only if their patients and families want to. 47.8% of the physicians and 44.4% of the nurses perceived the present cost of a hospital based home care service to be moderate. 2) Most of the physicians and nurses reported that the most available service was 'wound dressing' (98.4%, 92.6%) and the least available service was 'incision and drainage'(1l7.4%, 42.8%). 3) As to the necessity of home nursing business and the anticipated effects. nurses perceived higher than physicians($3.46\pm.74$). and both showed a significant difference according to age of subjects. Conclusion: For the stabilization and successful implementation of a hospital based home care service. it should be accompanied with education programs about home care for physicians. in particular junior staff.

• The Journal of the Korea Contents Association
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• v.10 no.6
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• pp.344-351
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• 2010

Recently the demand for hospital care, while gradually increasing to expand the variety of new and carries on with the competition is faced. The quality of hospital services in this reality retain the right to survival and development of the hospital, the hospital, as well as the capabilities of the original competitive assessment is a key factor. Therefore, this study focused on hospital quality of service to the customer service center into contact with the contents of the results were comprehensive evaluation. In this study, a variable that is committed, the hospital service quality and customer satisfaction, and relationships about reuse of the hospital, the hospital's strategic management could be because of the foundation. The study quality of hospital services and customer satisfaction, and reuse of the impact of the relationship between the quality of service in the hospital, the patient happy, very significant according to the reuse of. A customer-centric future, these results provide guidelines for hospital management can be applied to further strengthen competitiveness are expected.