• The Journal of the Society of Korean Medicine Diagnostics
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• v.17 no.1
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• pp.51-62
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• 2013

Objectives This study aimed to analyze and summarize the satisfaction with oriental medical services in korea. Methods From 3 Korean databases (National Assembly Library, Korea Education Research Information Sharing Service, and National Discovery for Science Leaders), published between 2001 and 2011, we were obtained 13 studies that involved the satisfaction of oriental medical services. Results We found that the kindness of doctors and other staffs was significant determinant of satisfaction with oriental medical services. The positive recognition about treatment effect and the preference to combined medical system were also influenced to satisfaction with oriental medical services. Generally it was necessary for evaluation of satisfaction to improve facilities and environments of hospitals. Conclusions The satisfaction with oriental medical services would be related with the kindness of doctors and other staffs, the recognition about treatment effect, the preference to combined medical system and environments of hospitals. Also to confirm the reasons for the satisfaction with oriental medical services, further studies should be conducted using the highest methodological standards.

• The Korean Journal of Health Service Management
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• v.2 no.1
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• pp.1-27
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• 2008

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

• The Korean Journal of Emergency Medical Services
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• v.24 no.2
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• pp.67-77
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• 2020

Purpose: The study aims to improve the quality of emergency medical services by surveying the user's satisfaction of 119 emergency medical services nationwide. Methods: From December 21 to December 27 each year from 2015 to 2017 a total of 5,889 people were surveyed by phone call in fire station. Results: The average degree of satisfaction with the emergency medical services was 4.17±0.70, with 85.1% respondents reporting being 'satisfied'. Factors like being a patient, injuries, residential area, and scene arrival time affected satisfaction. From 2015 to 2017, the satisfaction degree decreased every year, with factors affecting this results including "first aid guidance of phone call" and "rapidity of emergency medical services." The highest satisfaction factors were 'friendly acting of emergency medical services' and 'appropriate offer of emergency medical services', while the lowest satisfaction factors were 'first aid guidance of phone call' and 'adequacy of emergency medical team'. Conclusion: The quality of emergency medical services needs to be improved by managing the quality of phone call first aid guidance and the assignment of adequate emergency medical teams to increase user satisfaction.

• Journal of Society of Preventive Korean Medicine
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• v.19 no.3
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• pp.67-75
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• 2015

Objective : In South Korea, there are two kinds of medical systems that have Western medical institution and Korean medical institution. Patients who use medical services have different satisfaction in this environment. This study explores the satisfaction difference of korean/western medical services. Method : The data for this study were collected through a self-administered survey to 680 subject from patients who use medical services. frequency analysis, factor analysis, t-test, ANOVA were used for the statistical analysis. Results : The result of factor analysis, three factors were extracted. That was Information, Environment, Human services. Overall, the satisfaction scores of Korean medical service was higher than western medical service. Especially the human service satisfaction of the korean clinic was higher than western clinic. Conclusion : The satisfaction score of korean/western medical services is different. It is necessary to develop the medical management strategy and medical policy including korean medical system.

• Health Policy and Management
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• v.27 no.1
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• pp.63-74
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• 2017

Background: This study aims to analyze quality of and satisfaction with Korea medical services and identify factors affecting medical service satisfaction, revisit, and recommendation intention among international patients. Methods: Secondary analysis of survey data conducted by Korea Health Industry Development Institute from June 10th to July 17th in 2013 was done using multiple regression and logistic regression analysis. The 191 international patients from 9 medical institutions in Seoul were enrolled. Results: The results showed that international patients were satisfied with 85.6 points out of 100.0 points. International patients appraised higher in staff service rather than other services. Factors influencing medical service satisfaction were gender, religion, medical specialty, length of stay, and quality of medical services. Quality of medical service explained 29.8% of medical service satisfaction and especially, 'doctor's care' and 'communication and patient respect' were significantly related to medical service satisfaction. Medical specialty had a significant influence on revisit intention. There were no statistically significant influencing factors of recommendation intention. Additionally, more satisfied patients were associated with higher revisit and recommendation intention. Conclusion: This study implies that quality of medical services is a critical factor for patient satisfaction and that satisfaction with medical services is an important factor for increasing revisit and recommendation intention among international patients. In addition, health care providers should consider cultural differences to enhance satisfaction with medical services for international patients. Therefore, multidimensional strategy is required to strengthen the cultural competency of healthcare providers.

• The Journal of Korean Medicine
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• v.27 no.2 s.66
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• pp.86-95
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• 2006

Purpose : This study was conducted to understand Oriental medical health services and analyze the relationships between the perceived Oriental medical health services and the effect, influencing patient satisfaction as. well as intentions of re-visiting such hospitals. Methods : SPSS 10.0, a statistical processing method, was used to process the study data and frequency and ANOVA analysis were used to analyze the differences. Also, Pearson correlation coefficient was performed to analyze the relationships between work satisfaction and health services quality, as well as patient satisfaction and intentions to re-visit such hospitals. Results : Most patients were satisfied with the service, but it was shown that improvement of facilities and medical equipment was needed. The survey showed higher satisfaction with longer experience of doctors and nurses. Staff recognition of health services quality seemed lower than patient satisfaction, so efforts to improve the health services and relationships between health services quality and patient satisfaction are necessary. Conclusion : Higher quality and satisfaction with Oriental medical health services are going to improve total re-use intention to a significant degree.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.401-410
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• 2010

This study identifies consumer satisfaction with medical services and the patient gowns of hospitals. Also analyzed are the elements that influence hospital satisfaction and the general satisfaction with patient gowns. A survey was conducted among Korean male and female ex-patients regardless of their age. A total of 513 responses were analyzed using descriptive statistics, paired t-test, correlations, regression, and factor analysis derived from data collected in April and May, 2009. The results are as follows. The general satisfaction with the hospital recently visited was higher than the general satisfaction with all of the hospitals visited. The satisfaction with medical services were high in good services, trustful medical examinations, easy access to utilities, and clean utilities. Hospital satisfaction was determined by good services, trustful medical examinations, easy access to utilities, patient gowns, and fresh indoor air. The satisfaction factors of general patient gowns were determined as functionality, fabric/design, sewing, and the management system factors. The most important factor explaining patient gown satisfaction was fabric/design, and this was the most unsatisfied factor at the same time.

• Korea Journal of Hospital Management
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• v.23 no.2
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• pp.95-105
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• 2018

Objective: This study conducted an empirical research on foreign patients who had visited the medical institutions of Daegu region in order to identify the effects of the factor satisfaction and experience satisfaction with medical services on their revisit intentions. Methods: This study reviewed the existing studies on medical services to foreign patients with a main focus on medical tourism, and conducted the empirical research through a survey on foreign patients from the Russian, Chinese and English-speaking regions based on the Daegu Medical Tourism Promotion Institute's DB of foreign patients. The empirical research conducted a multiple regression analysis on factor satisfaction and experience satisfaction regarding return visit intentions. Results: The multiple regression analysis results showed that both the factor satisfaction and the experience satisfaction with medical services of foreign patients had positive effects on their return visit intentions, especially, with a relatively greater effect from the factor satisfaction. Specifically, it was found that factor satisfaction elements of 'friendliness of employees', 'good communication', and 'expertise of medical workers'; and experience satisfaction elements of 'reliability of medical information', 'efforts to minimize incompatibility towards foreigners', 'convenient access to medical information' and the like enhanced the return visit intentions. Conclusion: We discovered that, in the context of medical tourism activities, it is important to enhance factor satisfaction and experience satisfaction with medical services in order to promote return visits of the foreign patients who we once attracted. Especially, there are implications that reliability of medical information and efforts to minimize incompatibility towards foreigners enhance return visits of foreign patients.

• The Journal of Industrial Distribution & Business
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• v.11 no.11
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• pp.19-28
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• 2020

Purpose: The supply of and demand for medical services continue to increase as the current social environment changes. Consequently, competition among medical institutions is intensifying and hospitals must establish appropriate management strategies to improve the medical services they provide. This study suggests that the authenticity of doctors is a factor in improving medical-service quality and examines the effect authenticity has on the affective trust and satisfaction of patients. Design, methodology, and approach: The study utilized previous studies to examine the significance of potential variables, established hypotheses and used a questionnaire to confirm these hypotheses. The questionnaire was distributed to patients who had visited a hospital in the previous six months. Responses were analyzed empirically using structural equation modeling. Findings: The analysis found that a physician's authenticity has a significant impact on the affective trust of patients. While patients' affective trust does not have a similar strong impact on patient satisfaction, physician authenticity does have a significant impact on patient satisfaction. Conclusion and implications: This study examined the roles of authenticity, affective trust, and patient satisfaction in doctor-patient relationships in the medical services field. The implication of the findings is that physician authenticity is a prerequisite for patient satisfaction of medical services.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.362-372
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• 2007

Purpose: This study was performed to identify the perception gaps of nursing services quality between consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction of medical services and revisiting intent of hospital by consumers. Method: The Joo's questionnaire founded on SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities, Korea. Result: It is identified that the perception gaps between consumer and providers exist, and consumers perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a powerful influences on revisiting intent of hospital. Conclusion: It is concluded that the marketing strategies being based on the perception gaps between consumers and providers should be specifically planned and applied to improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of hospital that consumers perceive.