• 한국콘텐츠학회논문지
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• 제8권10호
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• pp.88-94
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• 2008

본 연구는 한방의료기관의 효율적인 고객정보관리와 분석을 위해 기존의 OCS, EMR, ERP 시스템을 통합.연계한 온톨로지 기반의 한방의료 고객관리 시스템을 설계하였다. 온톨로지 기법을 이용함으로써 고객들을 차별화하여 고객 데이터를 바탕으로 고객의 특성과 건강 상황에 따라 개인화된 한방의료 정보서비스를 제공할 수 있다. 또한, 의료전문 시스템 도입을 통한 고객관리 프로세스 표준화에 의해 고객관리, 홍보/마케팅, 서비스관리, 통계/분석의 4가지 한방의료 고객관리시스템 프레임을 설계하였다.

• 한국병원경영학회지
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• 제13권1호
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• pp.65-83
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• 2008

Although a variety of customer relationship management (CRM) activities have been provided by many hospitals in Korea, there lacks empirical evidence on the effect of CRM. The present study was conducted to examine the effect of CRM in terms of the customer response to CRM in a woman's hospital setting. A total of 380 patients receiving inpatient or outpatient care from woman's hospital between October 25 and November 4, 2005 were surveyed for the degree of their experience of and preference for CRM activities of the hospital by 5-point Likert-type scale. Patients were also asked about the level of customer loyalty to the hospital. Eighteen CRM activities offered by the hospital was classified into 4 types of CRM strategies according to Berry and Parasuranman: price, social, structural, and relationship recovery strategy. There's a significant positive correlation between the degree of experience of CRM and preference for CRM(r=0.49, p<0.001). Regression analysis results showed the significant positive relationship between the degree of experience of CRM and customer loyalty(${\beta}$=0.448, p<0.05). Among the 4 CRM strategies, only social(${\beta}$=0.127, p<0.05) and structural strategy(${\beta}$=0.266, p<0.05) showed signifiant positive relationship with customer loyalty. Overall, the favorable customer response to CRM in terms of preference for CRM and customer loyalty indicates that there's a positive effect of CRM on the continuity of the relationship between patients and health care providers.

• 한국산학기술학회논문지
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• 제10권10호
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• pp.2721-2727
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• 2009

본 연구는 의료기관의 효율적인 고객정보관리와 분석을 위해 온톨로지 기반의 모바일 CRM 시스템을 구축하였다. 온톨로지 기법을 이용함으로써 고객들을 차별화하여 고객 데이터를 바탕으로 고객의 특성과 건강 상황에 따라 개인화된 의료 정보서비스를 제공할 수 있다. 본 CRM 시스템은 병원에서 제공하는 정보 및 세미나를 필요로 하는 환자들의 우선순위 검색과 이를 통해 검색 결과 내의 인원별, 지역별 등의 연관 검색이 가능하도록 하였다.

• 보건행정학회지
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• 제15권2호
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• pp.37-52
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• 2005

This study was performed to explore multidimensional customer royalties and relating factors. 900 households, $1\%$ sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured Questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2004. In comparison of customer royalties by sociodemographic characteristics, the older group showed the higher level of cognitive and attitudinal royalties significantly. Education and income level also, showed negative relationship with cognitive, attitudinal and behavioral loyalties significantly. The more being a female and a visitor at oriental medicine clinic, the higher level of attitudinal loyalties. Customer satisfaction was a critical explaining variable for cognitive, attitudinal and behavioral loyalties. In multiple regression analysis, some sociodemographic characteristics showed significant relation with customer loyalties and customer satisfaction was the strongest relating variable to customer loyalties. In conclusion, multidimensional approach for customer loyalty is useful for understanding customer behaviors comprehensively. Future studies should focus on developing the more specific and valid measurement tools for customer loyalty in medical service.

• 보건행정학회지
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• 제17권3호
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• pp.68-86
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• 2007

This study was performed to explore the effect of customer satisfaction and switching barriers on customer royalties in medical services. 900 households, 1% sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2002. In comparison of switching barriers by sociodemographic characteristics, lower income group and lower educated group showed the higher level of recognition level on availability of changing the service provider significantly. In terms of economic loss as one of switching barriers, the group of over aged 61, the lower income group and the lower educated group felt higher than other groups. Also, the time loss of switching barrier was recognized in 41-60 aged group and employee in service industry highly. For the perceived risk factor as another switching barrier, the high educated group showed the higher recognition level in performance risk and felt higher social risk than other groups. In analysis of customer satisfaction and loyalty levels by switching barrier components, the lower level of availability of changing the service provider and the higher level of recognition for economic and time loss, they showed the higher satisfaction and loyalty levels. In final step, multiple regression analysis showed the positive relationship between customer satisfaction, switching barrier and customer loyalties. Besides, the moderating effect of switching barrier in relationship between customer satisfaction and loyalties was significant and this results suggests that the influence of customer satisfaction to customer loyalties might be weakened in high level of recognition for switching barrier. In conclusion, perceived risk of economic and time loss as switching barrier is an important factor and should be considered in planning of marketing strategy carefully in terms of defensive marketing.

• 품질경영학회지
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• 제41권2호
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• pp.261-276
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• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• 한국병원경영학회지
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• 제19권2호
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• pp.66-72
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• 2014

Although stress has been implicated to be a risk factor that can threaten physical and mental health, there have been no sufficient studies that analyze the different levels of stress among employees working in the different levels of the hospitals. We aim to identify the general characteristics of hospitals at different levels, to compare the stress levels among customer service representatives working in the tertiary care hospitals as well as acute general hospitals. In addition, we also wanted to analyze the relationship between the types of hospitals and the stress level. The work stress was measured using the Korean Occupational Stress scale. Study subjects' demographic characteristics and lifestyle factors were analyzed using analysis of frequency and multiple regression analysis. Our study revealed that the levels of medical facility were significantly associated with the levels of job stress(P=0.043), and the stress levels of employees working in the acute general hospital's medical facilities were higher than those who were working in tertiary care facilities. We also found that those with higher depression level tended to have higher job stress (P<0.001). Therefore, it is urgent to implement some kind of job stress interventions, especially in the acute general hospital's medical facilities. Moreover, further studies including social and policy research are necessary in order to analyze the overall impact of stress on physical and mental health and to reduce health inequalities among healthcare workers.

• 한국병원경영학회지
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• 제9권1호
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• pp.95-114
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• 2004

The purpose of this study was to identify the relationship between organizational culture based on the competing values approach, human resource management practices and organizational performance at a hospital. Participants were 138 employee in a general hospital. Data were collected during May, 2003 using four structured instruments. The data were analyzed using Chi-square test, One-way ANOVA, $scheff{\acute{e}}$ test and Cluster analysis. Three clusters were derived from cluster analysis. The first cluster consisted of cultures which were mixed developmental, consensual, hierarchial and rational culture equivalently. The second cluster consisted of the weak cultures, which was lower score than other clusters. The third cluster consisted of strong comprehensive cultures, which had higher score than other clusters. In the three clusters, hierarchial and rational culture were superior. The difference between human resource management practices and organizational commitment in organizational performance according to organizational culture clusters was found to be statistically significant. The cluster which had strong comprehensive cultures, in contrast to other clusters, more significantly affects on human resource management practices and organizational commitment. However, the strength of organizational culture does not have a significant effect on customer oriented service performance in organizational performance. These results showed that types of organizational culture were significantly related to human resource management practices and organizational commitment, and understanding the existing culture is essential to develop the organization of hospitals.

• 대한한의학회지
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• 제31권2호
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• pp.124-136
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• 2010

Objective:: This study aimed to examine the customers' utilization of and satisfaction with oriental medical clinics in South Korea. Method: The data for this study were collected from 1,208 patients of 391 oriental medical clinics through a mail questionnaire survey from September to December 2008. The collected data were analyzed by the frequency analysis and $X^2$-test. Results: The results of the study were as follows. First, the most important reason that patients used oriental medical services was to get both oriental and western medical services simultaneously, because they thought such approach would be more effective for treating their diseases. Second, two important reasons that patients visited oriental medical clinics were "the reputation of and trust in the oriental medical clinics" and "the recommendation of their family and friends". Third, many patients of the oriental medical clinics have concerns about the "high prices and the outcome of oriental medical services". Fourth, the most preferred oriental medical service was "acupuncture". Fifth, it was found that 75% of the respondents were satisfied with the services they had received. They told that the outcome of the care and the kindness of the clinics' staff were very important factors that have an impact on their satisfaction. Conclusion: The study results imply that oriental medical clinics have to make an effort to strengthen their reputation and trust in the community through the scientific validation of oriental medicine, differentiated services mixed with traditional value, customer relationship management, reasonable and acceptable price of the services, staff education, and continuous quality improvement.