• 한국실내디자인학회논문집
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• 제15권2호
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• pp.37-47
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• 2006

The purpose of this study was to provide basic data for better design of Pharmacy after introducing the new system of separation of dispensing from prescribing medicine. To analyze characteristics of interior design in pharmacy and to measure worker satisfaction, a survey was conducted with 255 workers who serve at any Pharmacies located in Busan, Korea. For data analysis, descriptive statistics, t-test, One-way ANOV A were performed with the SPSS Win program(Ver. 10.0). The major findings were as follows: 1) As a result of analyzing the role and functions of the pharmacist is to be classified into many items such as entrance, a waiting room, a dispensary, a medication & consultation area, a drug storage and a worker's room. 2) Natural substances should be used more widely instead of using chemical substances for the pharmacy interior design as finishing materials 3) Pharmacy worker's satisfaction with dispensary is specially low among the total satisfaction which is :slightly higher than the average. 4) The degree of satisfaction between pharmacy workers from different groups varied depending on work hours, and especially long time(over 10hrs) workers showed dissatisfaction. Pharmacy managers need to consider the option of expanding convenience facilities. 5) According to the satisfaction analysis for each pharmacy conditions, the group who worked in 30-pyeong spaces were most satisfied. Since the 30-pyeong space is most standardized space research should be conducted.

• 한국치위생학회지
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• 제5권2호
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• pp.247-261
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• 2005

The main objective of this study is to investigate the factors affecting patient satisfaction, repeat-use intention, and inducement intention for providing the suggestion for patient-oriented management of dental services organizations. For this study, the patient satisfaction model including 14 facets of satisfaction factors such as distance(time/location), human services(dentist-hygienist), treatment results, and facilities(convenient facilities/parking lot) was examined. Data were collected from 196 patients who visiting the same dental services organization more than two times of ten dental clinics at Kyeongsangnam-do area using self-administered questionnaire. Major results of the empirical analysis are as follows: First, patient satisfaction, repeat-use intention, and inducement intention were significantly correlated with gender, age, economic conditions among patients of dental clinics. Second, kindness of hygienist, treatment results, kindness of receptionist, waiting time, emergency medical services, and right-fee for services were found to have significant influence on dental services organizations. These research findings suggest that improvement of service quality in dental care and advancement in treatment ability of dentist and hygienist are very important to improve patient satisfaction and patient-oriented service system in dental services organizations.

• 임상간호연구
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• 제18권1호
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• pp.111-125
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• 2012

Purpose: The purposes of this study were to develop a navigation program for newly diagnosed cancer patients and to evaluate its effects. Methods: The navigation program was based upon Professional Navigation Framework. Patients were asked to complete self-administered questionnaires on satisfaction, distress, anxiety and depression for evaluating the program. Results: The navigation program consisted of facilitating two concepts: continuity of care and empowerment of patients. Information-education package, telephone counseling and navigator's phone number were provided to the newly diagnosed cancer patients for care continuity. Self-care diary and emotional support by telephone counseling were provided to the patients for empowerment of patients. A total of 163 patients - 78 control and 85 experimental participants - were included in the study. The mean scores of satisfaction, distress, anxiety and depression had no statistical differences between the two groups after program implementation. In patients with longer waiting days, the experimental group with the navigation program showed higher relational continuity than the control group after program implementation(p=.023). In patients with longer waiting days or with higher distress, satisfaction of relational continuity was improved after program implementation in the experimental group. Conclusion: The navigation program in this study has applied the concept of patient navigation into oncology clinical setting in Korea. Navigation program can play a significant role in assisting patients navigating across the care continuum.

• 대한영양사협회학술지
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• 제12권4호
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• pp.358-368
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• 2006

This study was conducted with 262 middle school student(118 boys, 144 girls) to examine their satisfaction, meal preference and improvement of school lunch program(SLP) in Jeonju area. Major plate waste ranked high in soup, fishes, vegetables, Kimch and rice. The overall reason for plate waste were listed as being tasteless and disliking food except for rice. In the case of rice, it because of too big portion size. On the satisfaction with SLP, the lowest satisfaction category was waiting time for meal. The changes after taking part in SLP of students ranked in having a regular meal time(31.4%), lessening to eat snack except for regular meals(18%) and correcting habit about picking favorite food(15.2%), in order. The improvement on SLP of students were listed as more appetite food, various side-dishes, squaring of the western and eastern food and so on. To improve the satisfaction SLP and provide a high quality service, it should be needed to make proper dining space, increase the frequency of survey on complaints and taste of students and reflect the menu plan.

• 보건행정학회지
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• 제5권2호
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• pp.127-154
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• 1995

The Korean hospital industry is rapidly changing along with the competition among hospitals. Until recently it was easy for hospitals to profit even without efficient management and competitive strategies. However, the increasingly intensive competition endanger their profits but also their survivals. Hospital managers have no choice but to seriously consider competitive management and marketing strategies to remain alive and prosper. This study introduces a useful methodology--perception map drawn using multidimensional scaling--for developing competitive strategies, and illustrates its application to developing a perception map of 9 Seoul-based general hospitals. We also suggest the concepts and examples of positioning strategies and patient satisfaction management system. One of the interesting findings is that the Samsung medical center which opened less than a year ago is ranked first in most aspects such as kindness, facilities, waiting time, and parking, and the second in clinical performance just after the Seoul National University Hospital.

• 대한물리치료과학회지
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• 제2권4호
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• pp.785-791
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• 1995

The objective of this study was to find out the level of patient expectation and satisfaction on their services. The questionaire reports of 781 patients, which were structured with the question about the level expectation and satisfaction of the services. Major findings of this study were as follows 1) The percentage of patients satisfied with the services as a whole is 59.1 %,where more patients are satisfied with the attitude of therapists (87.3 %), the therapeutic-skill of therapists(84.1 %) and the adequateness of treatment (63.9 %) than the expenses of services (42.0 %) and waiting time(47.4 %). 2) Fourty two percents of patients responded that they expected to be recovered completely.

• 보건교육건강증진학회지
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• 제1권1호
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• pp.72-82
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• 1983

The purpose of this study is to provide the basic data necessary for the effective performance of administrative readjustment and demend and suppley medical care service by of analysing the extent of satisfaction of outpatient toward hospital. The subjects of this study are the 832 outpatients (398 male and 434 female) visit to 2 different university hospital in Seoul. The data were collected through self-administered techniques with a structured questionnaire from Oct.21 to Nov. 9, 1982. All the collected data were analyzed by means of percentage, mean and standard deviation. The results were as follows: 1. Those who are between :30 and 39 of age constitute the largest part of them as being 31.7 percent of the whole body. 40.0 percent of them graduated from the college and they take the lergest part of those who answered the questionnaire. 43.3 percent of the patients visit to the hospital by the reason for the reputation of a doctor and they take the largest part of the subjects. 2. The extent of satisfaction for hospital system. The mean extent of satisfaction for hospital system was revealed 2.50 scores, which is evaluated to neutral. The mean extent of satisfaction for waiting time of prescribed medicine presented 1.51 scores, the lowest among the component of hospital system, which is evaluated to high dissatisfaction. 3. The extent of satisfaction for the environment and facilities of hospital. The mean extent of satisfaction for the environment and facilities of hospital was revealed 3.08 scores, which is evaluated to moderate satisfaction. 4. The extent of satisfaction for doctor and other hospital employees. The mean extent of satisfaction for doctor and other hospital employees was revealed 3.05 scores which is evaluated to moderate satisfaction. The mean extent of satisfaction for doctor presented 3.39 scores, the highest among the components of doctor and other hospital employees. 5. The extent of satisfaction for charge of hospital. The mean extent of satisfaction for charge of hospital was revealed 2.74 scores, which is evaluated to neutral. 6. The extent of whole satisfaction for hospital. The mean extent of whole satisfaction for hospital was revealed 2.84 scores which is evaluated to neutral.

• 유통과학연구
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• 제17권5호
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• pp.29-37
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• 2019

Purpose - This paper analyzes the effects of the SST characteristics at airports on behavioral intention through technology acceptance and customer satisfaction, and presents a strategic plan for introducing SSTs to airports providing differentiated services. Research design, data, and methodology - We examine the role of airport self-service characteristics and access the influence of the Technology Acceptance Model (TAM) on both customer satisfaction and behavioral intentions towards SSTs. To do this, a survey is conducted with passengers having used self-service technologies(SSTs) at Incheon International Airport. A total of 400 questionnaires are then analyzed using structural equation modeling. Results - According to the results, of the self-service characteristics, customer satisfaction and behavioral intention were affected by optimism through perceived ease of use, perceived usefulness, and perceived enjoyment and by innovativeness and insecurity through perceived ease of use. Conclusions - According to the results of the study, the purpose of using TBSS in the airport is to save time and convenience. Therefore, it is necessary to closely analyze the differences in technology acceptance by age and generation, increase user self-efficacy, increasing satisfaction through effective management of cognitive and emotional waiting time will have a positive impact on behavioral intentions.

• 대한영양사협회학술지
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• 제11권4호
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• pp.405-417
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• 2005

The purpose of this study was to evaluate students' satisfaction with foodservice of middle school by region in Gangwon province. Students’ satisfaction concerning foodservice quality characteristics was surveyed by using importance performance analysis(IPA) technique in middle school foodsevice operations. Middle school students from four cities(Gangnung, Sokcho, Wonju, Chuncheon) were surveyed by self-developed questionnaire. Total of 1,025 questionnaires(female 521 and male 504 respectively) were analyzed using SAS program. The results of this study are summarized as follows: 1.The performance level of foodservice quality attributes was significantly different according to region. 2.The attribute of the highest performance level was taste of food. The attributes of the lower performance level were waiting time of meal service and treatment about complaints. The attributes of the higher importance level were hygiene of food and dining room and hygiene of spoon and cup and drinking water table. 3.Satisfied quality attributes identified were taste of food and variety of menu. Dissatisfied quality attribute identified was treatment about complaints. 4.The satisfaction of middle school lunch service was lower than their elementary school period. 5.The satisfied quality attributes of middle school foodservice were portion size, facility of dining room, hygiene of food, variety of menu compared with their elementary school period.

• Asia Pacific Journal of Business Review
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• 제4권1호
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.