• International Journal of Advanced Culture Technology
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• 제9권4호
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• pp.431-438
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• 2021

We conducted this study to identifythe impact of mobile social commerce service quality on customer satisfaction and repurchaseintentions. The survey method used the self-recording way in which the respondents selected for the study and distributed 300 questionnaires, and with due personal care, researchers collected all the distributed questionnaires. The service quality in mobile social commerce has been selected as a factor of price, convenience, interaction and information through previous research. The results of this study are summarized as follows: First, the mobile social commerce service quality attributes all affected significantly(p<.05) customer satisfaction and the beta value of Economic Efficiency was the highest among the service quality attributes. Second, also the customer satisfaction influenced on consumer repurchase intentions significantly(p<.05).Based on the results of this study, we should strive to establish effective marketing strategies in the mobile social commerce industry.

• 대한물리의학회지
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• 제5권3호
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• pp.421-434
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• 2010

Purpose : The purpose of this study is to understand the attitudes to internal service quality between coworkers, service quality to patients, job satisfaction, organizational identification and job identification of physical therapists in medical organizations. Methods : Data were collected from physical therapists working in medical organizations. 195 questionnaires were analyzed. Participants' total mean, group mean by age, sex, career and type of medical organization and the variables' correlations were examined. Results : The attitudes of physical therapists to five variables were very positive. Especially job identification was strong. The significant differences between groups were found in some variables. All variables except age and career were positively related to each other. The correlation between age and career was very high. Age and career were related to some of variables. Conclusion : To improve organizational performances it should be a top priority to understand the attitudes of physical therapists in organizations.

• 품질경영학회지
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• 제41권4호
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• pp.541-553
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• 2013

Purpose: This study intends to offer strategic implications that can be used in emergency medical service of large-size hospital through analysis of causal relationship among factors such as emergency medical service, patient value, patient satisfaction and reuse intention. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: As a result of empirical analysis, we found that emergency medical service qualities of general hospital could be six components. Image of hospital, medical facilities, and attitude of medical staff are positively related to patient satisfaction and reuse intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations to be solved through additional study in future.

• 한국콘텐츠학회논문지
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• 제17권12호
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• pp.617-627
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• 2017

본 연구는 종합병원 입원환자가 인지하는 의료서비스 품질이 만족도와 충성도에 어떠한 영향을 미치는지 알아보기 위하여 경기도 일개 지역에 소재한 종합병원 입원환자 310명을 대상으로 설문조사를 통하여 자료를 수집하여 분석하였다. 본 연구의 주요결과는 다음과 같다. 첫째, 의료서비스 품질이 만족도에 미치는 영향은 수속절차, 입원생활(의사, 간호사), 직원 친절성, 병원 환경 및 서비스가 만족도에 통계적으로 유의미하게 나타났다(p<.001). 둘째, 의료서비스 품질이 충성도에 미치는 영향은 입원생활(간호사), 입원생활(의사), 병원 환경 및 서비스가 통계적으로 유의미하게 나타났다(p<.05). 마지막으로, 입원환자 만족도가 충성도에 미치는 영향은 통계적으로 유의미하게 영향이 있는 것으로 나타났다(p<.001). 의료서비스 품질에 대한 만족도가 높을수록 충성도에 영향을 미치고, 향후 병원 재이용 및 타인에게 병원을 추천하는데 중요한 요인이 되기 때문에 경영진에서 입원환자의 만족도와 충성도를 향상시키기 위해서 의료서비스 품질에 대한 정책을 수립할 경우 반영하여야 할 것이다.

• 한국병원경영학회지
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• 제13권3호
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• pp.44-68
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• 2008

The purpose of this study is to identify which factors of medical service quality were considered important by patients based on survey on eight hospitals located in Seoul. We analyzed the difference in impact of health service quality factors between the two groups with short and long inpatient days. In addition, we analyzed which service factors affected the customer satisfaction more differently across the inpatient groups. We found that patient satisfaction was not different between the two groups with short and long inpatient days. But the two groups showed different priority orders of medical service factors that affect patient satisfaction. In the group with long inpatient days, the order of medical service factors are cleanness, speciality, process. In the group with short stay, important factors are speciality, cleanness and convenience of facilities. These findings imply that hospitals should set up different marketing strategies across the different inpatients groups.

• 한국병원경영학회지
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• 제22권3호
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• pp.31-45
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• 2017

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

• 산경연구논집
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• 제10권7호
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• 산경연구논집
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• 제10권4호
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• pp.67-76
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• 2019

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

• 한국콘텐츠학회논문지
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• 제22권2호
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• pp.578-592
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• 2022

본 연구는 국내 요양병원의 의료서비스 품질과 관계의 질 및 환자 충성도 간의 영향 관계를 검증하는 데 목적이 있다. 이를 위해 총 324명의 환자를 대상으로 설문조사를 실시하였으며, 조사 결과는 다음과 같다. 첫째, 요양병원 의료 서비스품질이 관계의 질에 미치는 영향을 분석한 결과, 의료 서비스품질변수 중에서 요양시설장비, 요양의료진, 요양서비스시스템, 요양시설 평판은 관계의 질에 유의미한 정(+)의 영향을 미치는 것으로 나타났으며, 진료비는 유의미한 영향이 없었다. 둘째, 요양병원 환자와 병원 간의 관계의 질이 환자 충성도에 미치는 영향을 분석한 결과, 관계의 질 변수 중에서 신뢰와 관계몰입은 모두 환자 충성도에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 요양병원 의료 서비스품질이 환자 충성도에 미치는 영향을 분석한 결과, 의료 서비스품질 변수 중에서 요양시설장비, 요양의료진, 요양서비스시스템, 요양시설 평판은 환자 충성도에 유의미한 정(+)의 영향을 미치는 것으로 나타났으며, 진료비는 유의미한 영향이 없었다. 넷째, 요양병원 의료 서비스품질과 환자 충성도의 관계에서 관계의 질의 매개효과를 분석한 결과, 요양 진료비를 제외한 요양시설장비, 요양의료진, 요양서비스시스템, 요양시설 평판 모두 환자와 병원 간의 관계의 질을 매개로 하여 환자 충성도에 긍정적인 영향을 미치는 것으로 나타났다.

• 한국콘텐츠학회논문지
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• 제15권1호
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• pp.286-299
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• 2015

본 연구는 의료기관 인증제의 의무 대상인 정신병원과 요양병원을 대상으로 환자안전 및 질 변화와 경영활동의 변화 간의 관계에 대해 의료기관 인증을 받은 5개 정신병원과 5개 요양병원에 근무하는 종사자들을 대상으로 조사 연구한 결과, 정신병원과 요양병원 종사자들의 인증업무 참여유무는 환자안전 및 질 관리 변화 측정내용 중 '안전보장활동 수행정도' '환자를 위한 양질의 의료서비스 제공정도' '환자의 권리와 책임에 대한 존중정도' '감염발생 위험예방 위한 감염관리활동 수행정도'의 향상 변화에 유의하게 긍정적인 상관관계를 보였다. 그리고 환자안전 및 질 관리 내용 중 안전보장활동 지속적인 질 향상 활동 환자의 권리와 책임에 대한 존중의 지속적인 발전적 변화를 추구하기 위해서는 교육훈련을 통해서 조직구성원들의 역량을 강화시키는 경영활동이 필요하며, 진료전달 체계와 평가의 관리 환자를 위한 양질의 의료서비스 제공의 지속적인 발전적 변화를 위해서는 고객지향성 업무프로세스를 사회 환경의 변화에 맞추어 추구하는 경영활동이 필요함을 알 수 있었다.