• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• The Korean Journal of Health Service Management
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• v.10 no.4
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• pp.13-23
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• 2016

Objectives : This research used an exploratory approach to identify factors affecting business strategies due to changes in the healthcare market and customer loyalty factors. Methods : The research model was formulated using antecedents divided into diagnosis quality, employee attitudes, and servicescape. Moreover, differences in the structured model were analyzed according to hospital size. The data were gathered through surveys on clients, who has received care at participating hospitals. From the 200 that were distributed, 150 questionnaires were analyzed, to facilitate analysis of the research model. Results : The effects of diagnosis quality, employee attitudes, and servicescape, on customer loyalty were mediated by trust. We also found the differences between small and large hospitals. Conclusions : Customer loyalty in small hospitals was affected by servicescape, whereas that in large hospitals was affected by diagnosis quality and employee attitudes. The research results could be used to develop strategies to improve customer loyalty.

• Korea Journal of Hospital Management
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• v.20 no.4
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• pp.1-13
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• 2015

This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.

• Journal of radiological science and technology
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• v.44 no.2
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• pp.133-140
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• 2021

This study aims to analyze the quality and satisfaction of healthcare perceived by patients using hospitals and to provide basic data necessary for expanding and settling Vietnamese healthcare services by analyzing the impact on recommendation intentions. The research method selected one hospital in Vietnam and collected data from patients using the hospital and used a total of 286 effective samples as data for hypothesis verification. The research model and hypothesis verification were analyzed with the statistical data from SPSS and AMOS. The findings show that, first, tangibility, accessibility, and reliability all have a positive effect on the quality of healthcare. Second, it has been shown that only accessibility among the quality of healthcare has a positive effect on recommendation intentions. Third, customer satisfaction has been shown to have a positive effect on recommendation intentions. Fourth, when looking at the mediating effect, reliability among the quality of healthcare was shown as a full-mediated effect, but accessibility was shown to have a partial mediating effect and tangibility to have no mediating effect. Contact management is important because customer satisfaction is highly regarded when customers feel positive emotions at the interface from the provision of convenience facilities that support medical services to the reduction of waiting time for patients, employees kindness, treatment, medication, and inspection. It is also confirmed that the demand for convenient and rapid use of hospitals is increasing in Vietnam. In addition, if customer satisfaction is increased through friendly medical staff's response, the intention of recommendation will be even greater.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.11
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• pp.317-324
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• 2021

This study aims to analyze how to increase the brand loyalty of BPJS Healthcare participants who are Muslim in Indonesia by increasing customer engagement and brand trust. This study is based on the premise that effective customer engagement is the first step toward gaining brand trust and loyalty. The five dimensions of customer engagement, namely enthusiasm, attention, absorption, interaction, and identification, were tested on how they affect brand trust and brand loyalty. This research was conducted by distributing questionnaires to 216 Muslim respondents who were BPJS Health users from six Islamic hospitals in Central Java, Indonesia. Data analysis was performed using a regression test with SPSS. The results showed that the dimensions of customer engagement consisting of enthusiasm, attention, and absorption had a significant effect on brand trust. Meanwhile, the dimensions of customer engagement which consist of interaction and identification, do not affect brand trust. Furthermore, brand loyalty can be influenced by enthusiasm, interaction, and brand trust. Meanwhile, attention, absorption, and identification cannot affect brand loyalty. Thus, the dimensions of customer engagement that can directly affect brand loyalty are enthusiasm and interaction, while those that affect indirectly (through brand trust), are enthusiasm, attention, and absorption.

• Korea Journal of Hospital Management
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• no.spc
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• pp.14-24
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• 2016

This study is to present current research state of the art in serviscape and performance in healthcare system. Previous studies related to serviscape in healthcare sector are explored with limitations. This study conducts a content analysis with literature reviews in order to synthesize previous studies into three branch constitution dimension of the serviscape presenting the service environment. This study provides a current research state of the art and a future direction in serviscape in healthcare sector. Study results provide serviscape, customer response, satisfaction, and behavior intention in terms of healthcare settings. The patients and hospital customers as well as hospital employees should share the service experiences of the good quality in a proper service environment so that the patients and customer can satisfy and revisit the hospital.

• The Korean Journal of Health Service Management
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• v.11 no.2
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• pp.1-15
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• 2017

Objectives : This study aimed to identify the perception of quality improvement in health care and operational performance after the implementation of the Healthcare Accreditation. Methods : Data were collected from 5 hospitals that have experienced the 2th Healthcare Accreditation in Busan, South Korea. A Likert 5-point scale was used to measure the research variables and a structured questionnaire was used. Finally, 206 valid cases were analyzed using SPSS win 18.0. For hypothesis testing, hierarchical multiple regression analysis were performed. Results : The perception of quality improvement in health care after the implementation of the Healthcare Accreditation was higher than the operational performance. In the customer orientation and job performance, the perception of quality improvement in health care and operational performance had a significant influence. Conclusions : It is necessary to use the Healthcare Accreditation as a virtuous cycle of management that can ensure enforcement of workplace regulations and improve the members'ability to provide high quality medical services.

• Knowledge Management Research
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• v.11 no.3
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• The Korean Journal of Health Service Management
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• v.13 no.2
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• pp.27-38
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• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

• Korean Institute of Interior Design Journal
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• v.24 no.4
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• pp.3-13
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• 2015

For last decades, the interests and efforts to enhance healthcare facility users' experience is focused on improving facility environments for healing (Delvin, 2003) and servicescapes in order to meet the users' needs (Becker, 2008; Seunghee, 2011). In the emerging experience economy, customer want experiences and they're willing to pay for the experiences and memories not goods. (Pine, J. & Gillmore, J., 1999). It is important to identify what supports customer experiences and how they perceive the experiences in healthcare environments and it will provide important information for healthcare planners, managers, architects, and interior designers. This study examines the service user experience design elements from a User Experiences design perspective. It focuses on healthcare facilities as user experience elements and build up a conceptual framework that outlines service user experience design elements in healthcare facilities. Literature review and case studies were conducted to build the service user experience design elements according to affordance theory. Findings from this study shows that service user experience design elements were introduced and newly developed which can be categorized into three factors; 1) Functional experiences in the physical environments (safety, accessibility, self-directiveness), 2) emotional expression and cognitive experiences (identifiability/clarity, natural features/pleasant environment, aesthetic elements/playful space, media richness), 3) social relational experiences(closeness, privacy, communication with staff, integrated system). These service user experience design elements will help healthcare facility designers to understand what customer experiences, how they increase the satisfaction, and how they improve facilities for modeling the industry's best practices.