• Journal of Korean Society for Quality Management
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• v.41 no.4
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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.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.101-123
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• 2011

In this study, we examined the effects of high-performance work system(HPWS) on healthcare staffs' patient orientation and perceived service quality. To investigate the causalities of the factors such as HPWS, patient orientation, and perceived service quality, we collected national wide samples of 721 healthcare staffs from 144 hospitals. We deployed reliability analysis(Cronbach ${\alpha}$) and confirmatory factor analysis(CFA) for the factors. With 4 proposed hypotheses, we fabricated a structural equation model with AMOS 7.0 and examined the validity of the hypotheses. Followed were findings of this study. First, the healthcare staffs' perceptions of HPWS in hospital settings were positively linked to the perceived service quality. Second, the intensity of HPWS also influenced the healthcare staffs' patient orientation. Third, the perceptions of patient orientation were positively linked to the perceptions of service quality. Fourth, HPWS were linked to healthcare staffs` perceptions of service quality both directly and indirectly through their perceptions of patient orientation. These findings implied that HPWS would be a way of survival in drastically changing hospital environments.

• Korea Journal of Hospital Management
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• v.17 no.2
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• pp.1-20
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• 2012

This study aims to suggest managerial strategies for strengthening their competitiveness via analyzing and determining factors to help improve customer orientation and internal customer satisfaction. Furthermore, this study aims to find out the factors of internal service quality affects job satisfaction and customer orientation. The data was collected in 5 small and medium hospitals on 215 workers who had direct interactions with customers. Through regression analysis, all factors of internal service quality affects job satisfaction, however only two factors, credibility and sympathy appeared to affect customer orientation.

• Korea Journal of Hospital Management
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• v.17 no.4
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• pp.116-132
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• 2012

The purpose of this study is to discover the influence of customer's awareness toward corporate social responsibility(CSR) activities to service quality perception of the hospital. The survey was conducted on 211 patients at the general hospital in Seoul from April 2 to 30 in 2012. For the statistical analysis of data, ttest, ANOVA, and hierarchical multiple regression analysis were implemented. The results of the study were as follows. First, The personal tendency toward CSR was different by social groups. The elderly showed more tendency toward CSR. Second, there was a statistical significant relationship between the personal tendency toward CSR and the number of perceived CSR activities. Third, the effects of CSR activities were different from the perception of service quality. The awareness of volunteering social activities turned out to be negative factor of service quality perception.

• Journal of Nutrition and Health
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• v.37 no.4
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• pp.329-338
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• 2004

The purposes of this study were to : a) develop the quality assessment tool of hospital foodservice management, b) evaluate the S hospital's foodservice quality by this tool, and c) do the feasibility study about this tool in hospital food-service field by establishing quality management strategies. The developed quality assessment tool of hospital food-service management was consisted of 20 items for quality evaluation by Likert 5 point scale and two additional questions with the most satisfactory item and the most unsatisfactory item. As a result of evaluation, S hospital's foodservice quality was somewhat high, on the factor 'personnel attitude', especially. The IPA technique proved nine items including Q5, Q7, Q8, Q11, Q12, Q13, Q15, Q16, Q17 were in 'Doing Great, Keep It Up' and seven items such as Q1, Q2, Q3, Q6, Q9, Q18, Q19 that got high expectation and low perception needed to be focused in quality management strategy.

• Quality Improvement in Health Care
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• v.9 no.2
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• pp.134-147
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• 2002

Background : As an empirical study, current research about the quality of social services carried out in general and teaching hospitals across the country. In the flux of health care reforms and market transformation, the quality of social services in the hospital becomes increasingly significant. Methods : A sample of total 80 hospitals, including general hospitals with one social worker at least and single-department hospital with two social workers or more, were identified nationwide through the registry of Korean Association of Medical Social Workers and Korean Association of Hospitals. The subjects of this survey were 80 leaders of social service units. The survey data from each subjects were measured to evaluate level of quality that service provider perceived of sample hospitals. Under the method of one-way ANOVA and multiple regression, the level of quality in social work service was analyzed. Results : The major findings were as following ; First, the level of quality perceived showed less score, especially the lowest was the score of quality of outcome. Second, the key variables of each hospital which turned out significantly different in quality of social work service were the departmental form of social work unit, unit leader's age, educational level, field experience, and job rank. Third, the level of quality of social work service correlated positively with the field experience of unit leader, the size of social work unit, the job rank of the unit leader. Conclusion : The most influential variables to the quality of social work service proved departmental form of social work unit, leader of social work unit. Therefore, to assure the proper level of quality, social work unit in hospital must be structured single, independent department in which entitled social worker is supposed to supervise and manage. And a leadership-development program for leaders in social work unit are strongly recommended.

• The Korean Journal of Health Service Management
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• v.5 no.1
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• pp.45-60
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• 2011

The purpose of this study is ultimately to contribute to enhancing quality of patients' life, by grasping quality level of care-giving service that is recognized by inpatients of long-term care hospital, and by pursuing a plan for improving quality of care-giving service based on this. For this, targeting 500 patients who entered 40 long-term care hospitals in Daejeon Metropolitan City, the quality of service was multi-dimensionally grasped by using SERVQUAL scale. As a result of research, the quality of care-giving service, which is recognized by patients as survey subjects, tended to be relatively high with about 4 points as a whole out of 5-point perfection. By item, reliability was indicated to be the highest with 4.56 points. The next was surveyed to be in order of tangibility, empathy, responsiveness, and assurance.

• Korea Journal of Hospital Management
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• v.26 no.1
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• pp.1-16
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• 2021

Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service. Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013). Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction. Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.

• Journal of Korean Academy of Nursing Administration
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• v.11 no.1
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• pp.59-66
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• 2005

Purpose: The purpose of this study was to identify the effects images about medical organizations and the quality of service on customer satisfaction of obs and gyn patients. Method: The subjects of this study were selected conveniently 220 women among obstetrics and gynecology outpatients( who visited H- doctor's office of the first medical organ, P- hospital of the second medical organization, Chospital of the third medical organization). The data were collected from August, 20th 2004 using structured questionaires which included modified form of SERVPERF and customer's satisfaction scale by oliver & swan(1989), and modified form of image scale by kang(1997). Results: Image of hospital(45.3%), visiting frequencies(9.3%), service provider (3.9%) and convenient use(1.2%) of the quality of medical service were significant predictors to explain customer's satisfaction. Conclusion: To increase customer's satisfaction of obs and gyn patients, it is required to developed strategies that improve image of hospital and the quality of service to service provider and convenient use of hospital.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.89-97
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• 2012

The purpose of this study is to examine service quality elements in China Bank Industry and influence on service value, customer satisfaction and reuse intention. This study is composed one parallel comparison of documentary and evidential researches. To verify research model, the survey about medical institution and hospital services were conducted in Daqing of Heilongjiang Province, in China. Collected data was analyzed and the results are introduced in this paper. The findings ar as followed. This study has modified three-dimensional model of service quality: "interaction quality", "outcome quality" and "physical environment quality". Research was focused on investigating the direct effect of every service quality dimension on customer satisfaction. But "outcome quality "has only direct effect on service value, "interaction quality" and "physical environment quality" have not direct effect on service value in this study. Service value has direct effect on customer satisfaction and reuse intention. And customer satisfaction was the significant mediating role in the relationship of the service value and reuse intention.