• 한국의료질향상학회지
• /
• 제7권1호
• /
• pp.118-131
• /
• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• 무역상무연구
• /
• 제31권
• /
• pp.27-56
• /
• 2006

Today's financial institutions usually take environmental issues seriously into consideration as they could not evade lender liability in an increasing number of cases. On the international scene, a brand-new concept of the "Equator Principles" in the New Millenium has driven more and more international banks to adopt these Principles in project financing. Sustainable development has been a key word in understanding new trends of the governments, financial institutions, corporations and civic groups in the 21st century. The Equator Principles are a set of voluntary environmental and social guidelines for sustainable finance. These Principles commit bank officers to avoid financial support to projects that fail to meet these guidelines. The Principles were conceived in 2002 on an initiative of the International Finance Corporation(IFC), and launched in June 2003. Since then, dozens of major banks, accounting for up to 80 percent of project loan market, have adopted the Principles. Accordingly, the Principles have become the de facto standard for all banks and investors on how to deal with potential social and environmental issues of projects to be financed. Compliance with the Equator Principles facilitates for endorsing banks to participate in the syndicated loan and help them to manage the risks associated with large-scale projects. The Equator Principles call for financial institutions to provide loans to projects under the following circumstances: - The risk of the project is categorized in accordance with internal guidelines based upon the environmental and social screening criteria of the IFC. - For Category A and B projects, borrowers or sponsors are required to conduct a Social and Environmental Assessment, the preparation of which must meet certain requirements and satisfactorily address key social and environmental issues. - The Social and Environmental Assessment report should address baseline social and environmental conditions, requirements under host country laws and regulations, sustainable development, and, as appropriate, IFC's Environmental, Health and Safety Guidelines, etc. - Based on the Social and Environmental Assessment, Equator banks then make agreements with borrowers on how they mitigate, monitor and manage the risks through a Social and Environmental Management System. Compliance with the plan is included in the covenant clause of loan agreements. If the borrower doesn't comply with the agreed terms, the bank will take corrective actions. The Equator Principles are not a mere declaration of cautious banks but a full commitment of lenders. A violation of the Principles in the process of project financing, which led to an unexpected damage to the affected community, would not give rise to any specific legal remedies other than ordinary lawsuits. So it is more effective for banks to ensure consistent implementation of the Principles and to have them take responsible measures to solve social and environmental issues. Public interests have recently mounted up with respect to environmental issues on the occasion of the Supreme Court's decision (2006Du330) on the fiercely debated reclamation project at Saemangeum. The majority Justices said that the expected environmental damages like probable pollution of water and soil were not believed so serious and that the Administration should continue to implement the project seeking ways to make it more environment friendly. In this case, though the Category A Saemangeum Project was carried out by a government agency, the Supreme Court behaved itself as a signal giver to approve or stop the environment-related project like an Equator bank in project financing. At present, there is no Equator bank in Korea in contrast to three big banks in Japan. Also Korean contractors, which are aggressively bidding for Category A-type projects in South East Asia and Mideast, might find themselves in a disadvantageous position because they are generally ignorant of the environmental assessment associated with project financing. In this regard, Korean banks and overseas project contractors should care for the revised Equator Principles and the latest developments in project financing more seriously. It's because its scope has expanded to the capital cost of US$10 million or more across all industry sectors regardless of developing countries or not. It should be noted that, for a Korean bank, being an Equator bank is more or less burdensome in a short-term period, but it must be conducive to minimizing risks and building up good reputation in the long run.

• 한국중재학회지:중재연구
• /
• 제13권1호
• /
• pp.169-205
• /
• 2003

Arbitration means the procedure that a party inquires a third party arbitrator for a resolution on the dispute on certain matters of interest to follow through with the commitment of the arbitration, and a series of procedures performed by the arbitrator of the Korean Commercial Arbitration Board. Arbitration is implemented in accordance with the procedure determined by the Arbitration Act and Arbitration Regulations. In the event the parties reach to the reconciliation during the process of arbitration, the reconciliation is recorded in the form of arbitration award(decision), and in the event a reconciliation is not made, the arbitrator shall make the decision on the particular case. The arbitration award(decision) for reconciliation during the arbitration procedure (Article 31 of Arbitration Act, hereinafter referred to as the 'Act') or the mediation under the Arbitration Regulation of the Korean Commercial Arbitration Board (Article 18 of the Arbitration Regulations) shall have the same effectiveness with the decision rendered by a court that, in the event a party does not perform the obligation, the enforcement document is rendered under the Rules on Enforcement Document on Mediation Statement of various dispute resolution committees of the Supreme Court to carry out the compulsory enforcement. However, in the event that the party to take on the obligation to perform under the arbitration award (decision) rendered by the arbitrator (Article 32 of the Act) does not perform without due cause, a separate enforcement decision in accordance with the procedure determined under the Civil Enforcement Act shall be obtained since the arbitration award(decision) cannot be the basis of enforcement under the Civil Enforcement Act. And, in order to enforce the judgment compulsorily in accordance with the regulations under the Civil Enforcement Act under the foreign arbitration judgment (Article 39 of the A.1), it shall fulfill the requirement determined under the Civil Litigation Act (article 217 of Civil Litigation Act) and shall obtain a separate enforcement decision in accordance with the procedure determined under the Civil Enforcement Act (Article 26 and Article 27 of Civil Enforcement Act) since the arbitration judgment of foreign country shall not be based on enforcement under the Civil Enforcement Act. It may be the issue of legislation not to recognize the arbitration award(decision) as a source of enforcement right, and provide the compulsive enforcement by recognizing it for enforcement right after obtaining the enforcement document with the decision of a court, however, not recognizing the arbitration award(decision) as the source of enforcement right is against Clause 3 of Article 31 of the Act, provisions of Article 35, Article 38 and Article 39 that recognized the validity of arbitration as equal to the final judgment of a court, and the definition that the enforcement decision of a court shall require the in compulsory enforcement under Clause 1 of Article 37 of the Act which clearly is a conflict of principle as well. Anyhow, in order to enforce the arbitration award(decision) mandatorily, the party shall bring the litigation of enforcement decision claim to the court, and the court shall deliberate with the same procedure with general civil cases under the Civil Litigation Act. During the deliberation, the party obligated under the arbitration award(decision) intended to not to undertake the obligation and delay it raises the claim and suspend the enforcement of cancelling the arbitration award(decision) on the applicable arbitration decision within 3 months from the date of receiving the authentic copy of the arbitration award(decision) or the date of receiving the authentic copy of correction, interpretation or additional decision under the Regulation of Article 34 of the Act (Clause 3 of Article 36 of the Act). This legislation to delay the sentencing of the enforcement and then to sentence the enforcement decision brings the difficulties to a party to litigation costs and time for compulsory enforcement where there is a requirement of an urgency. With the most of cases for arbitration being the special field to make the decision only with the specialized knowledge that the arbitrator shall be the specialists who have appropriate knowledge of the system and render the most reasonable and fair decision for the arbitration. However, going through the second review by a court would be most important, irreparable and serious factor to interfere with the activation of the arbitration system. The only way to activate the arbitration system that failed to secure the practicality due to such a factor, is to revise the Arbitration Act and Arbitration Regulations so that the arbitration decision shall have the right to enforce under the Rules on Enforcement Document on Mediation Statement of various dispute resolution committees of the Supreme Court.

• 한국심리학회지 : 문화 및 사회문제
• /
• 제27권4호
• /
• pp.561-584
• /
• 2021

본 연구는 한국 성인 601명을 대상으로 이들의 사랑유형에 따른 잠재집단을 분류하고, 각 집단별 우울 수준의 차이 및 잠재집단 구분에 영향을 주는 변인(성차, 연령, 결혼여부, 신경증, 불안애착, 정서조절)을 파악하고자 수행되었다. 잠재집단분석(LCA)을 실시한 결과, 한국성인의 사랑유형의 잠재집단은 친밀감, 열정, 책임감의 세 요인 모두에 대해 가장 높은 수준을 보이는 L-H(7.7%)집단, 세 요인 모두 평균보다 높은 수준을 나타내는 L-MH(33.6%)집단, 세 요인 모두 평균 수준을 나타내는 L-M(39.8%)집단, 세 요인 모두 평균보다 낮은 수준을 보이는 L-ML(14.6%)집단, 세 요인 모두가 가장 낮은 수준을 보이는 L-L(4.3%)집단으로 분류됨을 확인하였다. 또한, 한국 성인의 사랑유형 각 잠재집단에 따라 우울 수준에 차이가 있는지 ANOVA 검증 결과, L-MH집단이 L-ML집단에 비해 심리적으로 보다 건강하고 적응적인 집단으로 나타났다. 다항로지스틱 분석 결과, 여성은 남성에 비해 L-M, L-ML 및 L-L집단에 속할 가능성이 높았고, 미혼은 기혼에 비해 L-M, L-ML집단에 속할 가능성이 높았다. 또한, 불안애착 수준이 높을수록 L-H, L-MH집단보다 L-M, L-ML, L-L집단에, L-M집단보다 L-ML와 L-L집단에, L-ML집단보다 L-L집단에 속할 가능성이 높았으나, 연령과 신경증, 정서조절은 잠재집단 구분에 영향을 미치지 않았다. 본 연구는 한국 성인의 사랑유형에 대한 다양한 하위 잠재집단을 보다 입체적으로 파악하여 집단별 특성에 따른 차별적 개입의 가능성을 제시했다는 점에서 의미가 있다.

• 한국유통학회지:유통연구
• /
• 제15권1호
• /
• pp.1-24
• /
• 2010

국내 대형마트 점포 수는 2008년 기준 403개로 포화시점에 근접하고 있다. 이러한 경쟁상황에서 '점포충성도(store loyalty)'가 지속적 경쟁우위를 위한 전략적 도구로써 그 활용성이 점점 더 중요시 되고 있다. 다양한 관점에서 점포충성도를 대형마트 연구의 핵심적 과제 다루어왔으나, 통합적인 연구 접근 방법이 미흡한 실정이다. 따라서 본 연구에서는 통합적 관점에서 점포충성도가 형성되는 두 가지 경로를 제안하였다. 이중경로모형은 첫째, 내재적 경로 '서비스품질$\rightarrow$고객만족$\rightarrow$점포충성도', 둘째, 외재적 경로 '점포개성$\rightarrow$점포동일시$\rightarrow$점포 충성도'로 구성된다. 조사대상은 대형마트를 이용하는 소비자들을 대상으로 진행하였으며, 구조방정식모형 분석을 통하여 제안된 이중경로모형의 적합성 및 가설검증을 실시하였다. 연구결과, 모형의 적합지수들은 상당히 좋은 값들을 보여주고 있다. 또한 본 연구에서 새롭게 제시된 내재적 경로인 서비스품질은 고객만족에 정의 영향을 미치고, 고객만족은 결과변수인 대형마트의 점포충성도에 매우 유의하게 영향을 준 것으로 나타났다. 그리고 외재적 경로에서 대형마트의 점포개성은 점포동일시에 긍정적인 영향을 주고 매개변수인 점포개성은 점포충성도에 영향을 미치는 것으로 나타났다. 이를 통해 본 연구는 대형마트의 점포충성도 형성에 관한 두 가지 경로를 제시함으로써, 이론적, 관리적 시사점을 도출하였고 연구의 한계점과 미래연구방향을 제시하였다.

• 마케팅과학연구
• /
• 제17권2호
• /
• pp.111-131
• /
• 2007

브랜드의 중요성이 증대됨에 따라 다양한 브랜드 관련 연구가 이루어지고 있는데, 최근 들어서는 소비자-브랜드 관계가 브랜드 연구의 중심이 되어가고 있다. 본 논문은 이러한 소비자-브랜드 관계에 있어서 높은 품질과 지속적인 연대를 가능하게 하는 브랜드 관계 품질의 측정을 다루고 있다. 소비자-브랜드 관계에 대한 대부분의 기존 연구들은 Fournier(1994, 1998)가 제시한 6개 구성요소 또는 하위 차원을 바탕으로 하고 있다. 그러나 많은 연구들에서 소비자-브랜드 관계를 구성하는 6가지의 요소 또는 하위차원들이 소비자-브랜드 관계 품질이라는 하나의 단일차원을 이루고 있는지 확인하지 못한 채 소비자-브랜드 관계를 측정하기 위해 이들 하위차원들을 결합하여 점수를 계산하고서 연구를 진행하고 있다. 이러한 문제와 관련하여 본 연구에서는 소비자-브랜드 관계 품질을 구성하고 있는 상호의존, 몰입, 사랑/정열, 자아연관, 친밀감, 브랜드 파트너 품질 등의 6개의 차원들이 단일차원의 개념인가를 검토하였고, 이를 실증적으로 검토하였다. 구체적으로 본 연구에서는 구성개념들의 하위차원들이 단일차원의 구성개념인가를 검토한 선행연구들(Naver & Slater, 1990; Cronin & Taylor, 1992; Chang & Chen, 1998)에서 사용한 방법론을 활용하여 소비자-브랜드 관계를 구성하는 하위차원들이 단일차원을 이루고 있는가를 살펴보았다. 이러한 실증연구를 통해 소비자-브랜드 관계를 구성하고 있는 6개 차원들의 신뢰성, 수렴타당성, 판별타당성을 확인할 수 있었고, 소비자-브랜드관계를 구성하는 6개의 하위차원들이 단일차원을 이루고 있다는 것을 확인할 수 있었다. 본 연구의 연구결과는 소비자-브랜드 관계를 구성하는 6개의 하위차원을 결합하여 소비자-브랜드 관계를 연구하였던 기존 연구들, 소비자-브랜드관계를 구성하는 하위차원을 통합하여 소비자-브랜드 관계를 종합적으로 살펴보려는 여러 연구들에 있어서 방법론상의 실증적 근거를 제시하고 있다.