• 보건의료산업학회지
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• 제14권2호
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• pp.55-65
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• 2020

Objectives: This study intends to analyze the relationship between medical service experience and subjective health awareness by using data from Panel Study of Worker's Compensation Insurance(PSWCI). Methods: Tte χ2-test was performed to investigate subjective health awareness and medical service experience relevance. Logistic analysis was performed to analyze the influencinge factors. Results: The subjective health awareness scored "bad" in"'lack treatment period" compared to "adequate treatment period" in medical service experience (OR = 2.603 [95% CI = 1.666-2.555]). Conclusions: To improve the subjective health awareness of patients with industrial accidents, the industrial accident compensation and medical care approval system should be improved, and long-term industrial accident insurance policies should be developed to accommodate direct and indirect medical services.

• 경영과정보연구
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• 제25권
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• pp.1-34
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• 2008

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

• 한국병원경영학회지
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• 제18권1호
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• 한국병원경영학회지
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• 제10권2호
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• pp.26-44
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• 2005

The purpose of this study was to investigate these major factors on patient satisfaction, and to examine the affecting level of major factors in. The subjects in this study was 70 hospitals that were surveyed the hospital evaluation program containing the survey of patient satisfaction by KHIDI(Korea Health Industry Development Institute) from 1997 to 1999. The collected data was analysed SPSS for Windows(Ver 10.0). On basically, frequency analysis, t-test, and ANOVA was performed and, for more analysis, correlation analysis, factor analysis, multiple regression analysis, logistic regression analysis was utilized. According to this study, the major factors of inpatient satisfaction are divided 3 types facility factor, manpower factor, and service factor. And the major factors of outpatient satisfaction are analyzed 5 types; facility factor related direct medical service, facility factor related indirect medical services, manpower factor, pharmacy factor, and facility factor related utilization convenience. The importance of this study lies in the identification of major factors on hospital patient satisfaction.

• 한국병원경영학회지
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• 제19권4호
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• pp.9-20
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• 2014

The purpose of this study is to find out factors affecting patient moving to receive medical service. This study is analyzed by multi-level model with patient and hospital level by using SAS 9.3. Total number of patients is 600,000 persons for inpatients and 550,000 patients for outpatients. The degree of the factors, which is combined with personnel factor and hospital factor, can be analyzed by Intra-Class Correlation (ICC). The percentage of group(hospital) level variance of the total variance for out-bound moving case are 30.6% at inpatients, and 28.3% at outpatients. And the percentage of hospital level variance of the total variance for moving distance, are 26.7%, 32,5% respectively. Conclusionally, although the main factor of moving is patient level, hospital is also very important factor to make decision to go out-bound. It contributed to about 1/3 for hospital choice. And, when the one make decision, he will consider the hospital type, number of bed, and training institute in hospital level. Through this study to find out hospital factors affecting patient moving for medical service, it must be continued to find out which factors have more influence to choice the hospital among disease type after this.

• 보건행정학회지
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• 제11권2호
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• pp.29-57
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• 2001

Since the inauguration of the medical insurance system in 1977, the increasing medical expenses which can be menace to tile finance of the medical insurance system, have become major concern in the medical insurance field In Korea. This study focuses on the determinants of the medical expenses in the health insurance in Korea and analyzes the impact of these factors on the increase in the medical expenses. The empirical work is done using the pooled cross-section and time-series data of the medical insurance for the self-employeds and the industrial workers from the year 1995 to 1997. The result of this study shows that the main determinants of the medical expenses in the health insurance are the ratio of the population of the aged to the total population, the frequency of the utilization, number of doctors per capita and the regime changes. Although the increasing trend in the medical expenses seems to be unavoidable, we probably need to add some efficiency to the medical expenses by suppressing the supply and the utilization of the unnecessary medical services. The fee-for-service reimbursement system of today can't suppress the supply of the unnecessary medical services effectively. So we need to convert the present fee-for-service system into DRG's which is known to reduce the medical costs. The increase in the medical expenses comes from a lot of factors. Therefore, we should develop more systematic and comprehensive measures to control the soaring medical expenses in consideration of the various factors such as demand, supply, and the organizational side of the medical system.

• 한국병원경영학회지
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• 제16권4호
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• pp.17-34
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• 2011

Recently, medical market has been changing not for the sake of treatment of the disease but for high quality of health. Therefore, South Korea medical tourism service needs to understand and improve for the differences perceptions of medical tourists and health professionals for customer satisfaction. The purpose of this study is to understand the structure of medical tourism market through theoretical consideration and to suggest the factors which need to be taken precedence for improvement of South Korea medical tourism service through analysis differences between consumers and suppliers. To analyze the difference of awareness, we reconstructed the questionnaires focussing on evaluation factors and articles about medical tourists selection attributes and health professionals way to invigoration through previous research and precedence study. After that, we also collected the data based on reconstructed questionnaires. After we compared each collected responses from medical tourists and health professionals, also analyzed the differences of awareness by applying Johari's Window to those differences. In conclusion, there is no relation between medical tourist and health professionals about th differences of awareness in functional quality and cost that is a direct effect to transaction in current medical tourism of South Korea. In contrast, there are differences of awareness between a process which support medical tourism and technical quality. Therefor, we expect to invigorate medical tourism by innovation of supportive process and technical quality.

• 한국컴퓨터정보학회논문지
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• 제4권4호
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• pp.251-259
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• 1999

서비스과업요인 변수가 고객만족과 어떠한 관계가 있는지를 서울, 인천 경기도의 병원(대학. 종합, 개인, 한의)을 대상으로 하여 의료서비스 과업의 요인(유형적품질, 유연성. 비용. 시간 및 관리기술) 그리고 기대요인, 고객만족의 각 요인 항목을 토대로 통계분석을 통해서 연구가설의 현실적 적합성을 연구하였다.

• 디지털융복합연구
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• 제13권5호
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• pp.297-307
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• 2015

본 연구는 접근성과 의료서비스 품질, 대외적 이미지를 높임으로써 향후 지방의료원이 지역 내 대표의료기관으로서 경쟁력을 확보하고 경영효율성을 향상시키는데 그 목적이 있다. 조사대상은 604명으로 하였으며, 분석방법은 ANOVA, 공분산 구조방정식을 실시하였다. 결론을 보면, 의료기관 선택요인에 대한 고객들의 만족도나 선호도가 인구통계학적 특성별로 유의한 차이가 있다는 결과는 앞으로 지방의료원이 의료서비스 전문화 전략을 수립할 때 주요 고객집단의 욕구에 대한 면밀한 검토가 이루어져야 할 필요가 있음을 시사하고 있다. 또한 지방의료원이 진료비 수준에 대한 치료효과와 타 의료기관에 비해 저렴한 진료비가 경쟁우위를 확보할 수 있는 중요요인으로 이에 따른 이미지 부각과 의료서비스의 질의 향상을 극대화하여 의료소비자들을 유인하는 전략이 필요하다.

• 한국병원경영학회지
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• 제9권4호
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• pp.45-69
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• 2004

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient's perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.