• 한국병원경영학회지
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• 제21권4호
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• pp.23-44
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• 2016

We conducted this research for the purpose of examining the effects of organizational culture on service quality and customer satisfaction in the military hospital organizations in Korea. The research samples were collected from employees in 12 military hospitals belonged to the Armed Forces Command. For the analysis we used SPSS 18.0 and AMOS 20.0 program for conducting reliability tests, confirmatory factor analysis, and structural equation model analysis in order to find the relationship between the variables analyzed. The result of this study shows that the military hospitals in Korea have strong relationship-oriented culture, but weak hierarchy-oriented culture. Among the three groups of military hospitals, innovation-oriented culture and relationship-oriented culture were the strongest in the executive agency hospital group, task-oriented culture was the strongest in the group of the he frontline hospitals and hierarchy-oriented culture was the strongest in the group of the rear area hospitals. It was found that the executive agency hospitals have the strongest service quality and customer satisfaction among the hospital groups analyzed. This research also found that relationship-oriented culture and innovation-oriented culture have a direct positive(+) effect on service quality; hierarchy oriented culture has a direct negative(-) effect on service quality; task oriented culture has a direct positive(+) effect on customer satisfaction, and service quality mediated between organizational culture and customer satisfaction. The findings from this study suggests that implementing the dynamic strategies for organizational culture with focus on service qualities is needed given that customer satisfaction in the military hospitals is highly affected by service quality.

• 한국의료질향상학회지
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• 제22권1호
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• pp.11-26
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• 2016

The Organization for Economic Cooperation and Development, which has continuously evaluated the performance of healthcare systems, has recently invested much effort into hospital performance measurement. The purpose of this paper is to introduce the hospital performance measurement programs operated by international organizations or at the national level based on the OECD's hospital performance project. Health Insurance Review & Assessment service (HIRA)'s quality assessment was analyzed based on the analytical framework of the OECD's hospital performance project. The hospital performance measurement programs of WHO, Canada, Australia, United States and United Kingdom are briefly explored, in view of the conceptual framework, key performance dimensions and indicators that are currently in use. The OECD suggested seven key dimensions of hospital performance: timeliness, efficiency, continuity, effectiveness and appropriateness, staff orientation, patient orientation and safety. The analysis of the quality assessment program of HIRA, which operates 36 diseases and procedures and 347 indicators, shows that the numbers of indicators are relatively small in the areas of safety, patient centeredness and efficiency. Continuity of care and staff orientation are not fully developed also, but the situations are similar in other countries. In conclusion, hospital performance measurement using stable and comprehensive data should be developed to improve overall system performance, and discussions on a conceptual framework that can lay out directions and key performance domains need to take into place.

• 한국콘텐츠학회논문지
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• 제9권7호
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• pp.233-240
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• 2009

본 연구는 병원행정 서비스의 품질 향상을 통해 고객만족도를 높이기 위한 방안을 제시하는데 목적이있다. 연구 목적 달성을 위하여 병원행정 서비스를 행정직원 서비스, 의료직원 서비스, 시설 서비스, 제도적 서비스로 구분하여 실증연구를 실시하였다. 연구 분석 결과, 다음과 같은 병원행정 서비스의 품질 향상을 위한 방안을 제시하였다. 첫째, 행정직원 서비스 부문에서는 고객에 대한 진료비 내역의 자세한 설명, 환자의 대기 시간을 줄이기 위한 신속한 업무처리와 부서간의 원활한 업무협조가 요구된다. 둘째, 의료직원 서 비스 부문에서는 진료 예약 시간의 정확성 확보를 위해 진료 절차의 단순화와 외래 진료 개시 및 퇴원 수속 완료 시각을 조기화 하는 것이 필요하다. 셋째, 시설 서비스 부문에서는 고객을 위한 편의 시설과 휴식공간의 마련, 주차시설의 확충 및 식단 개편 등이 요구된다. 넷째, 제도적 서비스 부문에서는 진료수가의 정확한 공개 및 서비스 효율화 방안이 마련되어야 한다.

• 한국콘텐츠학회논문지
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• 제18권4호
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• pp.516-529
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• 2018

본 연구는 종합병원을 내원한 외래환자가 지각한 의료 서비스의 질이 병원 이미지, 만족도 및 재이용 의도에 미치는 영향을 파악하였다. 대전에 소재한 S종합병원 외래 환자에게 2017년 9월 1일부터 20일까지 3주간 설문조사를 시행하여 총 176부를 분석 결과, 첫째, 의료 서비스의 질은 재이용 의도, 만족도, 병원 이미지에 유의한 영향을 미치는 것으로 나타났다. 둘째, 의료 서비스의 질과 재이용 의도에 대한 만족도의 매개작용은 유의하지 않은 것으로, 병원 이미지는 유의한 매개 영향력을 미치는 것으로 나타났다. 셋째, 병원에 대한 만족도와 이미지는 재이용 의도에 유의한 영향을 미치는 것으로 나타났다. 본 연구는 종합병원을 내원한 실제 외래환자를 대상으로 의료 서비스의 질이 병원 이미지와 만족도 그리고 재이용 의도에 미치는 영향력을 실증하였다는 데 의의가 있다, 기관에 대한 만족보다 병원 이미지가 의료의 질과 재이용 의도의 관계에서 실질적으로 매개 작용을 한다는 것을 실증함으로써 병원의 마케팅 활동에 있어 일반적인 만족이상이 필요하다는 시사점을 제시하였다.

• 대한견주관절학회:학술대회논문집
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• 대한견주관절학회 2009년도 제17차 학술대회
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• pp.49-51
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• 2009

• 융합경영연구
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• 제9권2호
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• Journal of the Korean Academy of Child and Adolescent Psychiatry
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• 제24권3호
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• pp.141-150
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• 2013

Objectives : The objective of this report is to identify the utilization of hospital school service during hospitalization among patients in their childhood and adolescence with psychiatric disorders. Methods : We retrospectively reviewed the medical record of child and adolescent psychiatric who were hospitalized during March 2009 through October 2012. We compared the one-year successful schooling and outpatient follow up rate between users and nonusers of the inpatient hospital school service. The hospital schooling experiences of the users were investigated upon follow-up visits to the outpatient clinic. Results : Sixty-three students received hospital school service during hospitalization among total 122 child and adolescent inpatients. Hospital school participants showed a significantly higher school reentry rate (61.9%) than non-participants (40.7%). However, there was no difference on follow up rate between the two groups. More than 60% of the 22 interviewed participants expressed an above-average level of satisfaction about hospital school service. Conclusion : Many patients with mental illness experience difficulty in receiving school education during treatment. That induces deterioration in disease, academic failure, poor social skills, low self-esteem, economic difficulties, and future job opportunities. The results of this study emphasize the importance of hospital school service and offer useful guidance for hospital school operation.

• 벤처혁신연구
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• 제4권3호
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• pp.49-67
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• 2021

본 연구는 병원고객의 만족도와 관련한 중요한 원인으로 제안될 수 있는 병원서비스품질과 감정적 애착, 지각된 가치가 어떠한 영향을 미치는지를 구조적으로 파악하고, 특히 병원서비스품질과 고객만족도 간의 관계에서 감정적 애착과 지각된 가치의 역할을 파악하였다. 이를 위해 중소병원을 찾는 고객을 대상으로 설문조사를 실시하여 수집한 자료로 구조방정식모형분석을 실시한 결과는 다음과 같다. 첫째, 고객이 느끼는 병원서비스품질은 감정적애착과 고객만 족도에 유의한 영향을 미쳤으며, 지각된 가치에는 유의한 영향을 미치지 못하였다. 둘째, 고객이 느낀 감정적 애착은 지각된가치와 고객만족도에 유의한 영향을 미쳤다. 셋째, 서비스품질과 고객만족도 간의 관계에서 고객이 느낀 감정적 애착은 유의한 매개효과를 가졌다. 이상의 결과를 통해 병원을 찾는 고객이 느끼는 서비스품질은 의사역량과 의료기술 역량에 대한 애착으로 이어져 이러한 애착에 의해 고객만족도가 높아지는 것을 확인하였다. 이 결과를 토대로 얻은 시사점은 다음과 같다. 즉, 병원을 찾은 고객들이 느끼는 서비스품질이 고객만족도로 이어지기 위해서는 무엇보다도 그들이 가질 수 있는 감정적 애착에 중점을 두고 서비스품질의 개선전략방안을 모색해야 한다는 것이다. 즉, 고객이 의사의 역량과 의료기술에 대한 역량에 대해 높은 신뢰를 가질 수 있도록 우수한 의료진과 의료기술을 구축해야 하며, 이러한 역량을 효과적으로 나타낼 수 있는 홍보전략을 수립해야 할 것이다. 이러한 노력에 의해 고객들은 의사와 의료기술에 대한 애착을 강하게 느끼게 됨으로써 병원에 대한 만족도가 제고될 수 있을 것이다.

• 품질경영학회지
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• 제41권4호
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• pp.555-566
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• 2013

Purpose: The purpose of this study is to develop innovation index of hospital service integrating 6 sigma and SERVQUAL. Methods: This study used DMA(Define, Measure and Analysis) from 6 sigma and 5 Factors from SEVQUAL. To test data, chi-squire text, association analysis and behavior analysis was conducted. Results: This study indicated the management index through CTQ (Critical to Quality) and Chosen few X using 6 sigma process. Finally, And this study developed 5 Factors; Equipment Utilization in Tangibility, Ratio of Patients/Disease/Behavior/Treatment in Reliability, Survival RAte, Canselation Rate of Reservation, Churn Rate, Interval of Treatment and Confidence in Responsiveness, Frequency of Patients/Disease/Behavior/Treatment in Assurance and Contrast to Best Department/Best Doctor/Best Doctor in Faculty/Average of Mine in Empathy. Conclusion: This study developed innovation index of hospital service. Managing this index, hospital is able to achieve the decline of total treatment cycle, adjustment of patients behavior and increase of equipment utilization. Ultimately, hospital is able to accomplish innovation of healthcare service.

• 대한두경부종양학회지
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• 제39권1호
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• pp.15-18
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• 2023

A plunging ranula is a pseudocyst caused by mucus secreted from the sublingual glands, and it is mainly observed on the mouth floor. Nowadays, sclerotherapy using picibanil has been performed instead of invasive surgical treatment, and studies are reporting safe and effective outcomes. In our study, more than 92% of the 25 patients had marked response after picibanil sclerotherapy, and no serious complications were observed. Picibanil sclerotheraphy can be considered as the primary treatment of plunging ranula for patients who refuse surgery under general anaesthesia.