• Title/Summary/Keyword: Internal and External Customers

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The Difference in medical and nursing service satisfaction between internal and external customers (병원 내$\cdot$외부고객의 의료 및 간호서비스에 대한 만족도 비교)

  • Moon, Inn-Oh;Lee, Myung-Ha
    • Journal of Korean Academy of Nursing Administration
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    • v.8 no.1
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    • pp.151-167
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    • 2002
  • Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

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Comparative IPA of Hospital Choice Factors between Internal and External Customers of Regional General Hospital (지방 종합병원의 내·외부고객간 병원선택요인 중요도-성과도 비교)

  • Lee, Hyun-Sook
    • The Korean Journal of Health Service Management
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    • v.6 no.4
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    • pp.153-163
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    • 2012
  • The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.

The Impact of Hospital Selection Factors between Internal and External Customers on Hospital Image (내·외부고객의 병원선택요인이 병원이미지에 미치는 영향)

  • Lee, Hyun Sook
    • Health Policy and Management
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    • v.23 no.3
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    • pp.281-288
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    • 2013
  • Background: The purpose of this study is to grasp the factors forming hospital image and to measure evaluation of internal and external customers towards hospital choice factors. Methods: This study is based 4 types of choice factor such as physical, human, accessibility, and connection. Data were assessed using 98 patients and 96 internal employees who work at A general hospital in Seoul and 116 patients and 97 internal employees at B general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 17 to April 29 in 2012 and analyzed SPSS ver. 18.0 by using frequency, t-test, analysis of variance, correlation, and multiple regression. Results: The results of this study show that factors affecting hospital image is significant different between internal and external customers of hospital A and B. Expecially the finding of this study will be applied to improve connection factors in administrative department of hospital for hospital image. Conclusion: This study presents primary data for correct decision making to authorities of local hospitals that have concern about marketing strategy for hospital image.

IPA(Importance Performance Analysis) of Hospital Choice in Internal and External Customers (종합병원 선택요인에 대한 내.외부고객의 중요도 - 성과도 분석)

  • Lee, Hyun-Sook;Lee, Hae-Jong
    • Korea Journal of Hospital Management
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    • v.17 no.3
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    • pp.83-98
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    • 2012
  • The purpose of this study is to investigate IPA(Importance Performance Analysis) of the hospital choice factor between internal and external customers at S general hospital. This study was used 5 types of choice factors such as physical, interpersonal, accessibility, connection, and image. This study was used Importance Performance Analysis which can be applied to identify the strengths and weaknesses attributes from hospital customers' viewpoint. The sample was selected 116 patients and 97 internal employees for S hospital in Seoul. Data were collected with self-reported questionnaires from April 1 to 29 in 2012 and analyzed by paired t-test, scatter plot graph. The result of the study was that the perceptional gaps between internal and external consumers were existed in physical, connection and image factors, except interpersonal, accessibility. The "Keep up the good work" quadrant was interpersonal factor, and the "Low Priority" quadrant was accessibility. The findings of this study will be applied to make hospital strategic decision making and to improve marketing service quality in administrative department of hospital.

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An Empirical Study on the Influence of Internal Quality of Service on the Inside Customer Satisfaction, External Quality of Service and the External Customer Satisfaction (내부서비스품질이 내부고객만족과 외부서비스품질 및 외부고객만족에 미치는 영향에 관한 실증연구)

  • Jung, Kyung-Hee;Cho, Jai-Rip
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2006.11a
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    • pp.287-293
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    • 2006
  • This study presented the following things; First, the principle of marketing should be applied in order to invite and keep able employees. Because the wants of employees are much different from person to person, the way of strategic marketing planning for internal customers should be done as it did for external customers. Second, the way of measuring in the result of implementing internal marketing and the way of standardizing service should be developed for the planning and implementation of effective internal marketing strategies. The compensation and reward to employees for the result of implementing internal marketing program should be done continuously.

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A Study on the Relationship between Service Quality, Customer Satisfaction, and Long-term Orientation for Eco-Friendly Car Maintenance Using Service Profit Chain Model: Focusing on Comparison between Internal and External Customers (서비스 이익 사슬 모델을 활용한 친환경 자동차 정비 서비스품질, 고객만족, 장기지향성 간의 관계에 대한 연구: 내부 및 외부 고객 간 비교를 중심으로)

  • Jung Yup Hwang;Chan Kwon Park;Chae Bogk Kim
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.46 no.2
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    • pp.82-101
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    • 2023
  • This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

A Study on Competitiveness of Korean Components Manufacturers under the Types of Innovation Strategies (한국 부품공급업체 생산혁신전략 유형이 경쟁력에 미치는 영향)

  • Kim, Dae-Hong;Chung, Soong-Hwan
    • IE interfaces
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    • v.11 no.1
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    • pp.165-174
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    • 1998
  • This study has empirically analyzed the competitive strategies of the Korean component manufacturers. To differentiate the competitive strategies, the study employed two indexes: degree of support from customer firms and degree of internal innovation process. The performance measures include cost, quality, delivery and flexibility. 115 questionnaires were finally collected from the Korean part manufacturers and used for the final analyses. ANOVA, Chi-squared tests and t-tests were employed for statistical analyses. There are two major findings in this study. First, both internal innovation and external support from customers are equally important to improve manufacturing competitiveness of Korean component manufacturers. Second, strategic path to improve competitiveness of Korean component manufacturers is as follows: focusing on internal innovation ${\rightarrow}$ seeking for formal relationship with customers ${\rightarrow}$ pursuing external support from customers.

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A study on the Plan for Enhancing Internal Customer Satisfaction for Hybrid Weight (혼합 가중치를 고려한 내부고객만족 향상 방법에 관한 연구)

  • Kim, Chang-Soo;Lee, Mun-Kyo;Lim, Sung-Uk
    • Journal of the Korea Safety Management & Science
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    • v.9 no.6
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    • pp.205-214
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    • 2007
  • Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.

A Study on the Service Quality Evaluation of University Administrations - The utilization of DMAIC process 6sigma - (대학행정 서비스품질 평가 연구 - 6시그마 DMAIC 프로세스 이용 -)

  • Koo, Il-Seob;Cho, In-Hee;Jung, Kyung-Hee
    • Journal of the Korea Safety Management & Science
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    • v.10 no.4
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    • pp.209-218
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    • 2008
  • The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

A Study on the Needs about Hospital Coordinator (병원 코디네이터의 도입 필요성에 대한 연구)

  • Ryou, Duk-Hyun;Richard Kim, Jin-Gu
    • The Journal of Information Technology
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    • v.10 no.4
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    • pp.69-83
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    • 2007
  • As a hospital environment is reconstructed from supplier-centered values to consumer-centered ones for the existence in the rapidly changing medical market, it can be said that not only must old slogans such as unconditional restructuring, remodelling, etc. be reconsidered, but a new strategy for the development and renovation of a hospital must be urgently required. Accordingly, development of customer-oriented practical strategies is needed and it appears possible to develop marketing and manage contacts, as a practical management strategy, for raising satisfaction of internal and external customers. The ultimate goal of such strategy development may be to ensure consistent potential development by maintenance of existing customers and securing new customers through a strategy of satisfying both existing and new customers. It appears that the competition in the medial will be keener in the future by human resources, members of an organization, Under these circumstances, and in relation to appearance of a new type of occupation of a coordinator, if a hospital could offer appropriate service which can meet the demand of the customers by efficiently utilizing the limited resources through efficient management of contacts between the customers and personnel, the competitive power of a hospital would be much stronger. Therefore, it is necessary to seek customer-impressing management by utilizing a coordinator as a more specialized intermediary as well as many-sided contact management through positive introduction of an expert coordinator system for internal and external customer contact management. It is expected that a hospital can secure a competitive advantage in the market through strategy development supported by an expert coordinator and increasing competitive power by means of practice of a developed creative strategy.

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