• Health Policy and Management
• /
• v.17 no.3
• /
• pp.68-86
• /
• 2007

This study was performed to explore the effect of customer satisfaction and switching barriers on customer royalties in medical services. 900 households, 1% sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2002. In comparison of switching barriers by sociodemographic characteristics, lower income group and lower educated group showed the higher level of recognition level on availability of changing the service provider significantly. In terms of economic loss as one of switching barriers, the group of over aged 61, the lower income group and the lower educated group felt higher than other groups. Also, the time loss of switching barrier was recognized in 41-60 aged group and employee in service industry highly. For the perceived risk factor as another switching barrier, the high educated group showed the higher recognition level in performance risk and felt higher social risk than other groups. In analysis of customer satisfaction and loyalty levels by switching barrier components, the lower level of availability of changing the service provider and the higher level of recognition for economic and time loss, they showed the higher satisfaction and loyalty levels. In final step, multiple regression analysis showed the positive relationship between customer satisfaction, switching barrier and customer loyalties. Besides, the moderating effect of switching barrier in relationship between customer satisfaction and loyalties was significant and this results suggests that the influence of customer satisfaction to customer loyalties might be weakened in high level of recognition for switching barrier. In conclusion, perceived risk of economic and time loss as switching barrier is an important factor and should be considered in planning of marketing strategy carefully in terms of defensive marketing.

• Journal of The Korean Radiological Technologist Association
• /
• v.30 no.1
• /
• pp.11-27
• /
• 2004

This study was based on the judgement that medical service is an important factor for every medical customers' and that the key to successful hospital management lies on how The service is provided. Dividing the medical service quality into the service qu

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.22 no.4
• /
• pp.99-109
• /
• 2014

Airline and medical industry in Korea have rapidly grown since 21st century. However, air ambulance service using an aircraft has not as popular as in Japan, Europe or United States. Central government has decided to start emergency helicopter service since 2011 to transport emergency patients transported in the past by fire fighter helicopter. Unfortunately, 32 OECD countries out of 33 have operated emergency aircraft system except Korea. There are more than 25 emergency helicopters in Japan, which can operate within five minutes. Such system could save a lot of social direct or in-direct cost by saving valuable lives of Japan citizens. This paper has tried to research the perception of overseas Russian medical tourists on using Air ambulance for their medical tourism to Korea. Researching air ambulance, this paper expects to find ways to enhance both medical tourism industry and airline, business jet industry. According to research results, it was proven that tangibility of medical tourism service has a positive effect on the human factor of air ambulance. The human factor has also a significant impact on the passenger comfortableness of air ambulance. Such comfortableness increases the overall satisfaction of medical tourism.

• Korea Journal of Hospital Management
• /
• v.28 no.4
• /
• pp.73-89
• /
• 2023

Purposes: The purpose of this study was to empirically analyze the effect of the attitude of medical staff providing medical services on the treatment satisfaction of the patients who experienced outpatient care at the hospitals and clinics. In particular, it was verified whether the courtesy of the medical staff to the outpatients has moderated the effect of the medical staff's explanation on the treatment satisfaction. Methodology: After controlling the socio-demographic factors of the outpatients with their treatment and waiting time, multiple regression analyses were conducted to figure out the effect of the attitude of the medical staff on the treatment satisfaction. And the covariance analyses were adopted to verify the moderating effect of the variables of the medical staff. Findings: At both hospitals and clinics, all attitudes of medical staff such as the way they explain to and communicate with the patients, and their courtesy showed positive effects on treatment satisfaction. Among them, the courtesy of the medical staff was the most influential variable on the satisfaction of the treatment, and it only had the control power over the effect of the way they explain on the treatment satisfaction. Practical Implication: Among the medical staff's attitudes toward patients at hospital or clinic level, the courtesy of doctors and nurses is an important factor in improving treatment satisfaction. In particular, if the level of their courtesy is low among the medical services rendered at the clinics, the satisfaction level will decrease even if the level of explanation of the medical staff is high. Therefore, in terms of hospital management, treatment satisfaction can be improved when doctors and nurses provide medical services to visitors with polite, humble and friendly manner in explaining to and communicating with the patients.

• The Korean Journal of Emergency Medical Services
• /
• v.26 no.3
• /
• pp.61-70
• /
• 2022

Purpose: This study was performed to compare and analyze practice self-efficacy, paramedics image, and major satisfaction according to paramedic students practice experience. Methods: The subjects of this study were 224 paramedic students from universities across the country. The analysis methods were completed using the SPSS/WIN 23.0 program as the frequency percentage, mean±standard deviation, independent samples t-test, Pearson correlation, and logistic regression. Results: It was found that students who experienced practical training had higher levels of practical self-efficacy compared to students who did not (adj OR=3.947, 95% CI=1.932-8.061). Conclusion: Based on the results of this study, it is thought that educational strategies and measures in the absence of practice in the paramedic students.

• The Korean Journal of Emergency Medical Services
• /
• v.22 no.1
• /
• pp.61-72
• /
• 2018

Purpose: The purpose of the study was to analyze the effects of ethical decision making factors on vocational ethics and job satisfaction of firefighters and to provide basic data to promote appropriate vocational ethics and improve job satisfaction. Methods: A self-reported questionnaire was filled out by firefighters in D metropolitan area from May 7 to 15, 2017. A total of 410 data were analyzed using SPSS 24.0 program. Results: Among influential factors of ethical decision making, "ethical environment of organization"(${\beta}=.266$), "coworkers' influence" (${\beta}=.216$), and "managers' ethical competence" (${\beta}=.148$), 'compensation and punishment'(${\beta}=.097$) had a positive effect on vocational ethics, while "coworkers' influence" (${\beta}=.281$), "ethical environment of organization" (${\beta}=.274$), and "managers' ethical competence" (${\beta}=.143$) had a positive effect on job satisfaction. Vocational ethics was found to have a significantly positive effect on job satisfaction (B=.657, t=8.802, p=.000). Conclusion: It is necessary to promote vocational ethics for improvement of firefighters' job satisfaction, and appropriate ethics education should be provided. It is important to actively manage the factors affecting ethical decision making.

• Korea Journal of Hospital Management
• /
• v.17 no.4
• /
• pp.133-166
• /
• 2012

Hospitals tend to provide uniformed service to patients despite their various demands stemming from the severity of disease stages or the uncertainties in information of treatment stages. To identify service factors and provide effective contextually aware service models that patients demand depending on their evolving circumstances, the study conducted a survey on service quality based on importance and satisfaction of cancer patients. The study surveyed 286 patients and caregivers on importance and satisfaction through a questionnaire comprising of 17 questions at the outpatient clinic of cancer centers of university hospitals in 5 cities. Based on the risks of the disease and uncertainties in information of treatment stages, the cancer patients were grouped into diagnosis stage; low-risk treatment stage; high-risk treatment stage; stabilization stage. Depending on the patient's situation, the importance and satisfaction of service factors were ranked. These factors were categorized into 4 groups from a managerial perspective into 'keep it up area', 'focus here area', 'low priority area', 'overdone area'. This study provides an effective medical service model that can accommodate patients based on management areas of cancer patients.

• International Journal of Advanced Culture Technology
• /
• v.11 no.4
• /
• pp.456-463
• /
• 2023

We conducted this study to identify the components of H&B store app service quality and their effect on customer satisfaction. The survey was conducted through an online survey for teenagers or older with experience in using H&B store app. A total of 330 copies were distributed and a total of 282 copies were used for the final analysis. The results of this study are summarized as follows: First, eight factors such as ease of use & design, fulfillment, playfulness, responsiveness, personalization, security, contextual usefulness, interactivity were derived as service quality components of H&B store app. Second, as a result of regression analysis, the six service quality components, such as 'ease of use & design', 'fulfillment', 'playfulness', 'responsiveness', 'security', and 'interactivity' were found to have a significant positive (+) effect on customer satisfaction (p<0.05) and 'playfulness (β=.372)' had the greatest effect on customer satisfaction. Based on the results of this study, we should strive to establish effective marketing strategies in the H&B industry.

• Journal of Korea Artificial Intelligence Association
• /
• v.2 no.1
• /
• pp.15-24
• /
• 2024

This study is about the effect of chatbot service quality on customer satisfaction and continuous use intention. Data collection was conducted for 13 days from October 23 to November 5, 2023, and a survey was conducted on customers who have used chatbot services. A total of 572 questionnaires were targeted, of which 545 valid data were used for analysis, excluding those that responded insincerely or did not meet the purpose of the study. The analysis results of this study are as follows: First, chatbot service quality partially had a significant effect on satisfaction. Second, customer satisfaction had a significant effect on continuous use intention. Therefore, in order to have a positive impact on continuous use intention, it is necessary to focus on marketing strategies related to chatbot service quality. Also, research focusing on data analysis and performance evaluation is crucial for enhancing chatbot services, necessitating studies that address real-time changes. Through sophisticated data analysis and variable measurement, chatbot services can be effectively improved, leading to enhanced customer satisfaction.

• Journal of Korean Society for Quality Management
• /
• v.35 no.1
• /
• pp.61-72
• /
• 2007

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.