• 한국병원경영학회지
• /
• 제6권1호
• /
• pp.41-61
• /
• 2001

The purpose of this study was to assess pregnant women's knowledge of, attitude to, and satisfaction with prenatal ultrasound and to determine the factors that influence their perception. A self-administered questionnaire survey was completed by two hundred eighty five pregnant women who visited the obstetric departments of three hospitals located in Seoul from October 17, 2000 to October 28, 2000. The major results are as follows. 1. Overall, the respondents did not fully understand the purpose of prenatal ultrasound. 92.2% of respondents stated that the main purpose of prenatal ultrasound was to check the fetus' age, growth and development but only 44.5% of respondents were aware of the fact that chromosomal abnormalities cannot be diagnosed only by prenatal ultrasound. The majority of respondents were aware of the diagnostic limitations of ultrasound. 2. While the majority of respondents were aware of the importance of pre-examination information, only 31.8% of respondents received such information from their health care providers. 3. Regarding the examination quality, 80.3% of respondents were satisfied with the competency of the examination. But more than 50% of respondents stated the cost and waiting time were not acceptable. 4. The knowledge of, attitude to, and satisfaction with prenatal ultrasound showed statistically significant differences according to the characteristics of each hospital. 5. From multiple regression analysis, the major components for knowledge of prenatal ultrasound were characteristics of hospitals, religion, income and gestational age. The major components for attitude toward prenatal ultrasound were characteristics of hospitals, religion and gestational age. The major components for satisfaction with prenatal ultrasound were characteristics of hospitals, income and drinking during the pregnancy. In conclusion, the respondents' perception of prenatal ultrasound is considerably low. More effective educational material or programs with prenatal ultrasound information should be provided to pregnant women prior to prenatal ultrasound examination. New strategies such as process reengineering are recommendable to increase the satisfaction with prenatal ultrasound.

• 한국식품영양학회지
• /
• 제30권1호
• /
• pp.129-138
• /
• 2017

The purpose of this study was to evaluate the satisfaction with school meal service and the food preference in elementary school students who are in their growth period. A total of 484 students (242 boys) participated and completed a questionnaire survey. The results indicated that the merit of school meals was the highest in 'balanced diet'. 'Food hygiene' and 'delicious food' were the most important factors in school meals. Most of the students wanted 'balance between eastern and western foods' and 'new dishes' for the menu of school meals. For the distribution of meals, 'various kinds of side dishes' and 'warmth of dishes' were mainly required. The main problems of the current environment of school meals were 'long waiting time' and 'noise of the cafeteria'. In satisfaction with the school meal service, the highest satisfactory factor was 'staffs' cleanliness', following 'arrangement of furniture in cafeteria' and 'nutrition information-providing'; whereas, the lowest factor was 'staffs' kindness'. In the preference of foods, students preferred 'white rice'; whereas they did not like 'bean rice'; and 'fried rice' was preferred. In side dishes with meat and fish, most of the meats including 'Tangsuyuk' and 'Bulgogi' were preferred. For fish, 'fried hairtail' was preferred; whereas, 'fried Spanish mackerel' was not. In case of kimchi, 'Chinese cabbage kimchi' and 'cubed radish kimchi' were especially preferred. Considering these results, intensive improvement is required to increase school meal satisfaction by understanding the students' needs. An effort to allow the students' preferences to be reflected in the menu is also needed.

• 한국식생활문화학회지
• /
• 제23권2호
• /
• pp.184-193
• /
• 2008

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.

• 한국조리학회지
• /
• 제12권1호
• /
• pp.188-202
• /
• 2006

With large corporations entering into the foodservice market, competitions among those foodservice providers became intense, leading to differentiated quality services in terms of portioning out the meal, its portion and waiting time, not to mention food quality. The purpose of providing foodservice is to satisfy its customers, to secure optimum level of profits, and attain continuous quality improvement. To have such purpose attained, all other factors affecting the foodservice should be allowed to play a role. The intensity of the work performed by the employees should be maintained at a steady level and systematically controlled. 'Service First’ principles upholding that customer satisfaction comes from good service should be applied at all times; customer satisfaction comes from the satisfaction of the employees. Customer satisfaction through good service will contribute to an increase in revenue which we get by subtracting operating expenses from the total sales, as it will lead to concluding a long-term supply contract or renewing the existing contract. To keep the operating expenses to the minimum level, it is important to effectively perform the cost control. Since personnel expenses occupy a large portion of the operating expenses, it is imperative to effectively control the labor costs. For this reason, this study will present an effective program for disposition of men with a large organization being centered around, where the number of people served at the mess hall varies greatly depending on a day of the week and a mealtime of the day.

• 한국문헌정보학회지
• /
• 제34권4호
• /
• pp.5-26
• /
• 2000

본 연구는 대학도서관의 서비스 질에 영향을 미치는 변인을 파악하고, 도서관 서비스의 구성요소 중 어떤 요인과 요소들이 도서관 서비스에 만족요인으로 작용하고 있는가를 파악하려는 목적으로 수행되었다. 그 결과를 요약하면 다음과 같다. 첫째, 서비스에 대한 만족도를 구성하는 요인은, 정보의 접근, 직원자질, 장서의 적절성, 민원처리, 학습시설 및 부대시설, 신속성(적시성), 이용시간, 정보기술이용, 도서관이용교육, 참고봉사, 홍보 및 개인을 위한 서비스 등의 12가지 요인이 추출되었다. 둘째, 고객만족도에 영향을 미치는 서비스 요인은, 장서의 적절성이 일반적인 고객만족도에 가장 크게 영향을 미치고 그 다음으로 민원처리, 정보의 접근, 시설, 신속성, 홍보, 참고봉사, 이용시간, 직원의 자질 등의 순으로 영향을 미치는 것으로 분석되었다. 셋째, 고객만족도에 영향을 미치는 서비스 요소는, 정보의 상시적인 구득이 일반적인 고객만족도에 가장 크게 영향을 미치고 그 다음으로 도서와 잡지수, 냉난방시설, 도서관의 변화내용 공시, 검색시스템의 용이성, 인터넷이용의 대기시간, 자료실의 개관시간, 장비수리 속도, 민원접수, 비 인쇄자료의 이용장비 등의 순으로 영향을 미치는 것으로 분석되었다.

• 대한예방한의학회지
• /
• 제18권3호
• /
• pp.57-67
• /
• 2014

Objective : This study aimed to compare the patients' satisfactions with local Korean Medicine(KM) clinics and networked KM clinics, and to find out which factors had an effect on it. Method : Six local KM clinics and six networked KM clinics were selected, and patients' questionnaires on the satisfaction with KM clinic use were administered using exit poll method. The questionnaires were developed to measure satisfactions with facility, doctor and staffs, and services. 240 patients completed the questionnaires, and the data were statistically analyzed. Results : There was more diversity in patients' diseases among networked KM clinics users, however, treatments provided were not differentiated clinically between two types of KM clinics. Patients' satisfaction scores for local KM clinics were significantly higher than those for networked KM clinics in the aspects of doctors/staffs (9.35 vs 8.92, p<.01) and services (8.76 vs 8.42, p<.05). 90.0% of local KM clinic users expressed their willingness to recommend the clinics they used to others, while 75.0% of networked KM clinics users did. For both the local and networked clinics, 'KM doctors' kindness', and 'process and waiting time' were statistical factors affecting patients' satisfaction. Conclusion : The patients' satisfactions with general KM clinics were higher than those with networked KM clinics. Networked KM clinics need to develop services to meet the diverse medical demands which were created by them selves.

• 한국항공운항학회지
• /
• 제23권2호
• /
• pp.89-97
• /
• 2015

The volume of transfer passengers now faces a crisis because the number of Chinese and Japanese passengers, the majority of transfer through Korea, is decreasing. This paper is analyzing the their air travel behaviors as well as characteristics of their transfer behaviors at airport. According to the research, it is suggested that transfer passengers perceive the importance of duty-free stores but their satisfaction of using duty-free stores during their transfer at Icheon airport was proven to be low. Considering the characteristics of transfer service quality at Incheon airport, waiting time of transfer is important but not satisfactory for them. Moreover, information of free transfer tour to city downtown and paid-in transfer tour for medical tourism is not known very well among North East Asian passengers. Thus, it is necessary to do detailed research of North East Asian transfer passengers, who have transferred through Incheon airport more than twice a year, to find out their exact needs of transfer tour in Korea.

• 한국치위생학회지
• /
• 제8권4호
• /
• pp.79-88
• /
• 2008

This study was done to investigate the negative word-of-mouth style and effect of communication with negative word-of-mouth from dental clinic patients. Data were collected from 223 dental clinic patients living in Seoul and GyeongGi-Do. The study was collected from October 15th to October 29th, 2007 with self-recording questionnaires. The results of this study were as follows. First of all, in the characteristic of relationships category, subject who were negative word-of-mouth was more 'persuader person' than others. The results showed that the general characteristics of subjects was effective factor of word-of-mouth. Secondly, the behavior scale which was based of negative word-of-mouth was not suitable of the satisfaction of dental clinic service. This results meant the low satisfaction of dental services haven't relation with negative word-of-mouth. Thirdly, 33% of people who have complaints spread negative word-of-mouth. Finally, the main reason of dissatisfaction was long-waiting time for dental clinic service. The results showed the adjustment of dental clinic system and staffs service will prevent negative word-of-mouth spread.

• 대한방사선기술학회지:방사선기술과학
• /
• 제35권1호
• /
• pp.45-50
• /
• 2012

국내병원 대부분의 CT검사실은 One Stop Services를 목표로 운영하여 예약환자는 물론이고 전처치가 준비된 외래환자의 경우 당일 CT검사를 수행하고 있다. 하지만 One Stop Service라는 목표에는 양적인 접근은 가능할지언정 지루한 대기시간, 직원의 불친절도 등에 의한 질적인 저하를 야기 시키게 되었고 환자와 보호자들의 민원을 발생시키는 등 검사에 대한 불만족으로 이어지기도 한다. 따라서 본 연구는 직원의 친절도 향상, CT검사에 대한 이해도 향상, CT검사실의 환경개선, 당일 CT검사 대기시간의 단축 등, CT검사를 받는 환자의 불편사항을 찾아 만족도 향상을 위한 방안을 도출하고자 한다. CT검사 외래환자 중 조영제를 투여하는 복부 CT검사 환자를 대상으로 하고 CT검사 외래환자의 만족도를 확인하기 위해 설문지를 사용하였으며 개선 활동 전인 48명, 개선 활동 후 41명, 총 89명의 설문지를 2011.4.1-2011.9.30까지 조사 하였다. 조사 방법은 직원의 친절도, CT검사 이해도, 환경 만족도는 설문을 통해서 조사하고 당일 CT검사 대기시간은 의료정보 통계로 조사하였으며 SPSS V. 15.0 을 이용하여 분석하였다. 개선 전과 개선 후의 전반적인 만족도를 비교한 결과 CT검사실 이용절차의 편리성은 Mean(SD) $5.83{\pm}2.06$에서 Mean(SD) $8.88{\pm}1.87$로 52.32%, 직원의 친절도는 Mean(SD) $7.15{\pm}1.72$에서 Mean(SD) $9.44{\pm}1.24$로 32%, 환경만족도는 Mean(SD) $5.90{\pm}1.89$에서 Mean(SD) $9.00{\pm}1.59$로 52.54%, CT검사의 이해도는 Mean(SD) $5.94{\pm}1.83$에서 Mean(SD) $9.05{\pm}1.70$로 52.36%가 각각 상승하였다. 또한 대기시간은 평균 25.33분에서 21.04분으로 약 16.93% 단축시키는 큰 효과를 얻을 수 있었고 병원의 경쟁력 강화와 수익 증대에도 기여할 것으로 사료 된다.

• 보건행정학회지
• /
• 제10권2호
• /
• pp.22-40
• /
• 2000

The purpose of the study was to discuss amrketing strategy for oriental hospital, by making a comparative analysis of how hospital user satifaction was affected by hospi시 choice motivation between oriental hospital users and western hospital. The data usel in this study was the Korea Isititute of oriental medicine(1999)'s study on utilization of oriental medical care. And and interview was hold with outpatients who visited around march to April, 1999, at each an oriental hospital and a westen hospital in Seoul and in Wonju city, Kongwon province. The collected data were analyzed by SPSS program. The factor analysis of hospital choice motivation was made by figuring out facor's mean value, and T-test and ANOVA were employed to find out what difference was made by sociodmographic charcteristics to the factors. Also, the multiple regression analysis was carried out to examine what gave an impact on hospital user satisfaction. The findings of this study were as follows; First as a result of making a factor analysis against hospital choice motivation to find out what kind of differenc there was between oriental hospital user motivation and western hospital and person factors. Among them, the hospital charcteristics, preception, personal and person factors. Among them, the hospital charcteristics appered to have the biggest effect of hospital choice motivation. Second, as a result of making comparison between oriental oriental hospital user satisfaction and werterm hospital user satisfaction, there was a singificant between their satisfaction at treatment time, kindness and relative kiness aginst the pther hospital. The oriental level combining 6 items. The geneal satisfaction level combining 6itmes tured out to have reliability of chronbach $\alpha$=0.7126. As a result of examining how mech the general satifaction level depended on sociodemographic characteristics, ther was found be significantly affected by age, marital status, educational background or hospital type. Those who a spouse or a lower educational background or the oriental hospital users got better score. Third, the multiple regression analysis was made to find out what factors affected western and oriental hospital user satisfaction, As a result, the waiting time, experience of other medical facilities and hospital characteristic variable were identified as a key factor on which westerm hospital user satisfaction depended. In conclusion, the oriental hhspital user expressed more staisfaction than the weshren hospital users. Then the characteristic factor played a singificant role in user satisfaction, which included hospital facilities, kindness of herb doctor and employees, or hospital reputation of credibility. in order to raise hospital user datisfaction, it seemed necessary to pay more attention to hospital characteristic factor rather than to perception factor.