• Korea Journal of Hospital Management
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• v.18 no.1
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.4
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• pp.455-461
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• 2007

Purpose: To examine patient satisfaction with nursing care and the difference of patient satisfaction by the characteristics of emergency care service in the center for emergency medicine. Method: We surveyed 145 patients who visited Pusan-Wide Emergency Medical Center from Nov 01, 2003 to Nov 30, 2003. Patient satisfaction was assessed by asking patients and medical records reviewed to obtain the characteristics of emergency care service. Results: The mean score of patient satisfaction with nursing care was 3.12. For patient satisfaction, 'The nurse seemed earnestly concerned about my pain, fear, and anxiety' represented highest score (3.58). Patient satisfaction according to the general characteristics of patients was revealed as significantly high for the higher educated and the older. Patient satisfaction by the characteristics of emergency care service was significantly higher in no-wait group. Conclusion: Also, the fundamental of nursing, like respect for human, was maintained in emergency setting, the hospital's administration has implemented service for a high level of satisfaction with nursing care up to the expectations of the patients for with the staff and medical equipment.

• The Korean Journal of Health Service Management
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• v.13 no.4
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• pp.95-107
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• 2019

Objectives: The purpose of this study was to examine the quality and reputation of medical services in hospitals run by Gangwon-do 1,3, and 10 dentists, to investigate the mitigation effects of trust and quality on patient satisfaction and loyalty. Methods: Of the 600 surveys collected, 578 were used. Results: Although there were differences in dental services by type of institution, fame influenced patient satisfaction in all three institutions, and patient satisfaction also affected loyalty in all three institutions. The moderating effect of trust was shown to one dentist, and physician trust was shown to have a moderating effect. Conclusions: The establishment of reputation trust and the practice of dental medical services are important for attracting patients.

• The Korean Journal of Health Service Management
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• v.7 no.1
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• pp.133-144
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• 2013

The present study is aimed at assessing medical service quality as perceived by in-patients of geriatric hospitals and at analyzing the excitement factors by using revised IPA Applying the Kano's model for users' satisfaction. The data was collected from Nov. 5 to Dec. 7, 2012. Among a total of 503 cases of questionaries, only 419 cases were used. To data were analyzed by PASW statistics 18.0 and revised IPA applying Kano's model. The paired t-test results reveal that satisfaction was higher than the expectation level at a statistically significant level across all the medical service quality factors. The revised IPA results categorized facility convenience, hospitalization and care, and kindness as basic factors and medical reliability and access as excitement factors. In conclusion, medical reliability and access, which were identified as excitement factors of medical service quality, are essential opportunity factors for users and should accordingly be used as strategic factors to increase satisfaction with a geriatric hospital and induce customer surprise.

• Journal of Haehwa Medicine
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• v.22 no.1
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• pp.105-118
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• 2013

Object: Recently, demend for Korean Medicine have been rapidly increasing in Korea. However, there are still a few studies for recognition, satisfaction and satisfaction factors of Korean Medicine to increase competitiveness of Korean-Medical service. Thus, the purpose of this study is to grope ways to strengthen the competitiveness of Korean-Medical service by investigating recognition and satisfaction factors on Korean medicine. Method: People who have been experienced Korean Medicine were targets of investigation. Questionnaire was consisted of questions about awareness for the Korean Medicine, awareness of Korean-Medical treatment, satisfaction level for Korean Medicine, satisfaction and dissatisfaction factors. This questionnaires were conducted through personal interviews. Result: Total 315 members responded to the survey and the results of the analysis were as follows. 1. Korean Medicine treatment was recognized as the scientific medical act to protect human body wellness. 2. Korean-Medical service can be represented by acupuncture and moxibustion therapy, physical therapy, Korean medicine. And care for diseases such as pain disorders, chronic fatigue, anti-aging, and geriatric disease were wanted. 3. The factors that influence on satisfaction of the Medical Services was the perception that Korean Medicine is scientific and safe. Conclusion: To strengthen the competitiveness of Korean-Medical service, first, efforts to enhance the effectiveness of the basic treatment such as acupuncture and moxibustion, herbal medicine are required. Second, scientific development of Korean Medicine is necessary. Finally, the effort to offer various services of Korean Medicine are needed.

• The Korean Journal of Emergency Medical Services
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• v.18 no.1
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• pp.95-106
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• 2014

Purpose : This study was attempted to check the correlation between job satisfaction and turnover intention and to provide the basic information to increase job satisfaction of fire fighters. Methods : A total of 369 questionnaires were distributed and 354 questionnaires were filled out and collected for analysis. Results : There was difference in turnover intention by general characteristics. According to position, group of Fire lieutenant or more is lower than that of Fire sergeant or less (F=3.61, p=.014). The group of rescue & emergency service and administration was significantly lower than other groups(F=4.84, p=.001). In pattern of duties, day service group was significantly lower than shift work group in .05 level(t=2.59, p=.022). Finally, in the correlation, the more job satisfaction increase, the more turnover intention decrease that represents inverse correlation between job satisfaction and turnover intention(r=-.523, p <.001). Namely, it represents the results that the higher job satisfaction is low turnover intention. Conclusion : More studies of fire officer in other cities are required to generalize the results. We have to develop program for job satisfaction for fire officer firstly, because program for job satisfaction used in this study was not developed for fire fighters.

• Journal of Korean Medicine Rehabilitation
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• v.18 no.3
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• pp.99-118
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• 2008

Objectives : This study aimed to understand the satisfaction degree of patients due to traffic accident(TA) in order to provide basic data which would give help not only to improve the quality of services, but also to strengthen the competitiveness of oriental medical hospitals on sequela of TA patients. Methods : The data were collected from inpatients and outpatients who answered a self-report questionnaire. Independent t-test, analysis of variance(ANOVA), $X^2$-test, correlation analysis were used for data analysis. Results : According to the research on medical satisfaction degree, the overall satisfaction degree was 4.141. On each field, satisfaction degree related to the doctor service recorded the highest degree among others(4.474). Satisfaction degree related to the appropriateness of service was the second(4.091). On the other hand, satisfaction degree of using procedure was the lowest degree(3.857). On the difference of degrees of satisfaction by general characteristics, patients who were unemployed houseworker group showed lower doctor service satisfaction degree than that of other groups. However, on the difference of degrees of satisfaction related to other general characteristics, there were no significant differences(p<0.05). Conclusions : The service distribution of oriental medical hospital was almost equal without concentrating on specified social classes.

• Journal of Physiology & Pathology in Korean Medicine
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• v.29 no.1
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• pp.90-100
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• 2015

There are a lot of effort to improve medical service quality and medical trust in Korean Medicine. However, in spite of importance of personalized medicine, there are still few research about it. Thus, the purpose of this study is to grope ways to improve medical service quality and medical trust by sympathy module group and personalized trust. People over 19 were participated in investigation. We divided respondents into 4 groups depending on sympathy module group and 2 groups depending on speed of trust. Questionnaire was consisted of questions about sympathy module group, speed of trust, medical service quality, medical trust, satisfaction and happiness. This questionnaires were conducted through personal interviews. Total 220 members responded to the survey and the results of the analysis were as follows. Rational type had the highest proportion. At Medical service quality scale, Prevention focus group had most highest figure on Confidence. Promotion focus group and Rational Group had most highest figure on Sympathy. At Medical trust scale, Medical team had the highest proportion at all group. Prevention focus group put more emphasis on sense of sanitation, At Satisfaction and Happiness scale, Satisfaction and Happiness was most affected by Trust in Sincerity and Ability. This study can be very useful for composing kit of treatment of personalized medicine. But this study has also some limits such as respondent selection, disease selection etc. So, more detailed and comprehensive survey is needed.

• Journal of rehabilitation welfare engineering & assistive technology
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• v.9 no.4
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• pp.275-283
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• 2015

This study was to find out the relationship between the rehabilitation service and the life satisfaction of industrially injured workers and how medical rehabilitation service, psycho-social rehabilitation service, and occupational rehabilitation service influence in this relation. For this, it analyzed 977 people who were using rehabilitation service with industrial disaster disability among 2,000 research subjects using the first year materials of industrial disaster insurance panel of Workers' Compensation & Welfare Service. For the relationship of variables on the suggested 3 models, the mediating effect of the occupational rehabilitation service in the relation of medical rehabilitation of the industrially injured workers and life satisfaction by applying SPSS Macro and Sobel method and did the regression analysis to find out the control effect of psycho-social rehabilitation service by the mean centering of the material. The result of the analysis showed; when the satisfaction on the medical rehabilitation service was increased the satisfaction on the voacational rehabilitation was increased, when the satisfaction on the occupational rehabilitation service was increased, the satisfaction on the life satisfaction was increased, and when the satisfaction on the psycho-social rehabilitation service was increased the medical rehabilitation service had a indirect effect on the daily life satisfaction.

• Journal of Korean Clinical Nursing Research
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• v.26 no.3
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• pp.285-295
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• 2020

Purpose: The purpose of this study was to develop and validate a education nurse specialist-led educational satisfaction scale for nurses working at comprehensive nursing care service wards. Methods: A methodological study was conducted. A total of 237 nurses working at comprehensive nursing care service wards in a general hospital participated in this study. The scale was developed through literature reviews, in-depth interview, development of preliminary items, verification of content validity, development of secondary items, evaluation of construct validity, and extraction of final items. Analysis included exploratory factor analysis, pearson's analysis, and reliability analysis using cronbach's α. Results: The education nurse specialist-led educational satisfaction scale for nurses working at comprehensive nursing care service ward consisted of 21 items. Two factors (critical thinking disposition and clinical competency) were identified which explained 63.5% of the total variance. Cronbach's α of each factors were >.95. Conclusion: The results suggested that the education nurse specialist-led educational satisfaction scale for nurses working at comprehensive nursing care service wards demonstrated acceptable validity and reliability. Items of the instrument can assess the level of satisfaction with regards to education led by education nurse specialist among nurses working at comprehensive nursing care service wards.