• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• Korea Journal of Hospital Management
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• v.20 no.2
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• pp.57-71
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• 2015

In this research, by confirming the path relation between the patient's perceived quality of the medical service and their revisit intent, and by investigating the adjustment effect of the customer's trust of the hospital between the quality of the medical service and the image of the hospital and the revisit intent, this research has the objective of presenting basic data and documentation for the establishment of both a positive hospital image to medical care customers and also a differentiated medical service marketing strategy. The deduced results of the research are as follows. First, the quality of medical service was shown to have a significant influence on the image of the hospital, and second, the quality of medical service was shown to have a significant influence on the revisit intent, but only on certain dimensions. Third, it could be confirmed that there was a partial adjustment effect on the customer's trust of the hospital from the relationship between the revisit intent and the image of the hospital and its quality of the medical service. Finally, it was confirmed that the image of a hospital had a very significant influence on the revisit intent.

• 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.

• The Journal of Bigdata
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• v.2 no.2
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• pp.67-74
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• 2017

The use of Bigdata plays an important role in all areas of society. Especially in the health care field, the role of Bigdata is very considerable because it deals with people's life and health. However, the interest and awareness of quality control of medical data is markedly low. Because the low-quality medical Bigdata leads to national loss and public health impairment, quality control of medical Bigdata is needed. The purpose of this research is to present the direction of medical Bigdata quality management by examining literature and cases of domestic and foreign medical Bigdata quality management practices. In addition, as a case of medical Bigdata quality control in the Y medical institution in Korea, activities of a Bigdata quality management TFT and results of a survey conducted for major data users in the hospital were presented.

• Journal of Korean Society for Quality Management
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• v.28 no.1
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• pp.151-174
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• 2000

Total quality management (TQM) has been adopted in the U.S. as a way of management strategies by private enterprises as well as by the public sector. The ultimate goal of all quality management techniques and strategies is to improve quality by reducing waste, improving production process, and involving all members of the company in quality management. The purposes of this study are to review the performance of TQM activities and, based on the results, practically examine whether TQM is necessary or not in enhancing the performance of medical service institutions (hospitals) by assessing the status of TQM activities of medical service institutions and comparing such activities. A questionnaire survey was conducted against employees working for general hospitals in Seoul and other provincial areas. The questionnaire contained organized questions that were answered in writing by the target employees. A total of 184 questionnaires were collected and analyzed. The results of this study are summarized as follows. First, TQM activities and performance were found to be positively correlated. Second, TQM activities and performance differed according to ownership types. Third, TQM activities and performance differed according to geographical locations. Fourth, TQM activities and performance differed according to leadership types.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.54-65
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• 2006

Since the ending of the IMF period, the Korean health industry has experienced a number of changes in its environment such as hospital bankruptcy, enforcement of SDF(Separation of Dispensing and Prescription), opening of the medical market by WHO, evaluation of medical institutions with more than 100 sick beds, and limited approval for medical service advertisement. Furthermore, the concept of medical service has changed from a beneficent and vortical one to a hi lateral and righteous one. These changes in medical service have required medical institutions to provide customers with medical service options and adopt market principles actively, while considering customer satisfaction. Thus, this paper aims to investigate the service quality and service value of medical institutions, to understand the mutual relationship between customer satisfaction and repeat visits, and to suggest better solutions for the improvement of service quality. For future studies, It will be necessary to overcome the limitations of this research and develop proper measurement tools on service quality in the Korean medical system.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2014.05a
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• pp.728-731
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• 2014

Today, the quality of medical service has become a major concern because that sustainable development of IT technology and extending people's life expectancy. This paper, it is used as a tool for the medical information quality management that analyze tweets big data form generated by individual's daily. The result of the analyze big data offers improvement medical information based evidence based medicine. Also it has been possible for a trace observation of chronic disease and can reduce additional other complications of patients. Therefore, effective treatment of disease and prevention is possible.

• Health Policy and Management
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• v.23 no.2
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• pp.176-187
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• 2013

Background: In 2006 Emergency Medical Services Index (EMSI), which summarizes the performance of regional emergency medical services system, was developed. This study assesses the performance of the EMSI to help determine whether EMSI can be used as evaluation tool. Methods: To build a composite score of the EMSI from predefined 24 indicators, 3 normalized values were calculated for each indicator, the normalized values of each indicator were weighted using 4 weighting methods, and the weighted values were aggregated into the final composite score using 2 aggregation schemes. The performance of EMSI was evaluated using 3 criteria: discrimination, construct validity, and sensitivity. Discrimination was the proportion of regions that did not include the overall median rank in the 5th to 95th percentiles rank interval, which was calculated from Monte Carlo simulation. Construct validity was a correlation among the alternative EMSIs. Sensitivity of EMSIs was evaluated by total shift of quartile membership and changes of 5th to 95th percentile intervals. Results: The total discrimination performance of the EMSI was 50.0%. Correlation coefficients between EMSIs using standardized values and those using rescaled values ranged from 0.621 to 0.997. Variation of the quartile membership of regions ranged from 0.0% to 75.0%. The total change in the 5th to 95th percentile intervals ranged from -19 to +17 places. Conclusion: The results suggested that the EMSI could be used as a tool for evaluating quality of regional EMS system and for identifying the areas for quality improvement.

• Journal of Preventive Medicine and Public Health
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• v.42 no.3
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• pp.151-159
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• 2009

Objectives : This study was to determine how the perception and the satisfaction of outpatients who utilized clinics and hospitals are structurally related with their willingness to utilize the same institution in the future. Methods : Three hundred and ten responses (via convenient sampling) were collected from 5 hospitals and 20 clinics located in Seoul listed in the "Korea National Hospital Directory 2005". Service quality was utilized as the satisfaction measurement tool. For analysis, we used a structural equation modeling method. Results : The determining factors for general satisfaction with medical services are as follows: medical staff, reasonability of payment, comfort and accessibility. Such results may involve increased competition in the medical market and increased demands for quality medical services, which drive the patients to visit hospitals on their own on the basis of changed determining factors for satisfaction. Conclusions : The structural equation model showed that the satisfaction of outpatients with the quality of medical services is influenced by a few sub-dimensional satisfaction factors. Among these sub-dimensional satisfaction factors, the satisfaction with medical staff and payment were determined to exert a significant effect on overall satisfaction with the quality of medical services. The structural relationship in which overall satisfaction perceived by patients significantly influences their willingness to use the same institution in the future was also verified.

• The Korean Journal of Emergency Medical Services
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• v.9 no.1
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• pp.101-109
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• 2005

The purpose of this study which was done by 250 Prehospital Care Reports(PCRs) survey of some squads in Seoul Metropolitan Fire & Disaster Management Department was to improve prehospital emergency care by means of quality management. The data were collected in 3 squads from Jun. 21 to Jul. 18, 2004 and analyzed by using SPSS Win 12.0 Version. The conclusions from this study were summarized as follows. The mean time of Event to treatment interval was $4.6{\pm}4.3$ minutes and 49.2% arrived at patient within 4 minutes. Platinum minute was observed 61.1% of verbal response, 73.3% of painful response, 77.8% of unresponsive. The great majority of patients couldn't receive advanced life support on account of limited scope of practice and strict direct medical control in the Emergency Medical Services Act. Data from quality improvement activity will be useful to expand indirect medical control which is able to activate prehospital care. To utilize PCR for quality improvement. It has to have data elements, run data, patient data, check boxes, narrative including US DOT's minimum data set.