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

• Health Policy and Management
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• v.33 no.1
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• pp.55-64
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• 2023

Background: Despite the various activities of the regional public hospitals, discussions are being made as to whether or not to continue due to the issue of financial deficit. Therefore, the main factors affecting the fiscal deficit were analyzed with 10-year data. Methods: This study is a panel analysis that analyzed the characteristics of 34 regional public hospitals and influencing factors on medical benefits for 10 years from 2010 to 2019. First, we analyze the determinants of medically vulnerable areas set by the government, analyze the trend of medical profit per 100 beds and medical profit rate from 2010 to 2019, and identify the factors that affect them. Results: Differences in medical profit per 100 beds and medical profit-to-medical profit rate were caused by market share representing regional characteristics, and both indicators improved as the number of outpatients increased. The important influencing variables are the number of doctors and nurses, and both indicators improve when there are specialists, but medical benefits decrease as the number of doctors increases when judged by the number of people per 100 beds. In addition, the number of nurses per 100 beds does not contribute to medical profit and has a negative effect on the medical profit ratio. Conclusion: As only regional characteristics were taken into account for medically vulnerable areas, operational characteristics need to be considered. The greatest impact on the finances of local medical centers is the proper staffing of doctors and nurses, and their efficient arrangement is the most important factor in financial stability.

• Health Policy and Management
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• v.23 no.2
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• pp.145-151
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• 2013

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

• Research in Community and Public Health Nursing
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• v.27 no.4
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• pp.309-318
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• 2016

Purpose: This study investigated the correlation between person-centered care (PCC) and nursing service quality of nurses in long-term care hospitals. Methods: The subjects were 114 nurses working in 8 long-term care hospitals. Instruments for evaluating PCC and nursing service quality were used. The data were analyzed by descriptive statistics, two samples-test, one-way ANOVA, Pearson's correlation and Multiple regression. Results: The mean of PCC was $3.25{\pm}0.45$ out of 5 and the nursing service quality was $3.87{\pm}0.40$. There were significant differences in PCC in terms of age and income satisfaction, the application of their opinions, the satisfaction of hospital managers, administrators and nurse managers. There were significant differences in nursing service quality according to age, position, the satisfaction of hospital managers, administrators and nurse managers. Nurses' PCC showed a significant positive correlation with nursing service quality. Factors influencing nursing service quality included PCC, their position and age and the most influencing one was PCC. Conclusion: This study suggests that the PCC is the strongest affecting element to the quality of nursing service in long-term care hospitals. Therefore, the strategies to improve the practice of person-centered care should be carried out to enhance the quality of nursing service.

• Culinary science and hospitality research
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• v.11 no.3 s.26
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• pp.40-55
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• 2005

The purpose of this study was to understand the effect of customers' repurchase intention, extract important factors, systematically analyze them and suggest the direction of bakery industry through studying the customers' satisfaction with bakeries. The researcher modified the questionnaire developed by Park, CH(1998), Lee, JH(2000), Yoon, YC(2000), and Kim SE(2002). In order to assess the level of customers' satisfaction with bakeries, a five point Likert scale was used. The used statistical methods for the data analysis were frequency analysis, reliability analysis, t-test factor analysis, ANOVA, multiple regression analysis. For all analyses of the research question, an alpha level of.05 was used. The major findings obtained from this study were as fellows. First on the factors of reliability and service ability, there was a high difference between males and females, and singles and the married. Second, on the factors of accessibility using convenience, service ability, and service response, there was a high difference among using frequence. Third, on the reliability factors, there was a high difference among average using amount per month. Forth, on the factors of accessibility using convenience, and service response, there was a high difference among types of customers' residing styles. Fifth, on the factors of income level, there was statistically no difference. Lastly, on the factors of accessibility using convenience, tangibleness, and service response, these factors significantly influenced customers' repurchase intention.

• The Korean Journal of Health Service Management
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• v.8 no.3
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• pp.13-25
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• 2014

This research was performed to investigate the characteristics and determination factors on tertiary hospital inpatients. The used data was the four waves of Korea Health Panel(2008, 2009, 2010, 2011), and the number of subjects was 4,430 cases of tertiary and general hospital admission. The statistical methodology used in the study is the logistic regression model. The significant affecting factors in utilizing tertiary hospital admission were gender, marital status, education, household income, residence region and ICD-10 classification. Man, graduating college/university, married, high-income were socio-economic affecting factors in tertiary hospital admission. Medical need factor of ICD-10 classification and residence region of inpatients was also significant affecting factors in tertiary hospital admission. The 81.4% of inpatients at tertiary hospital had chronic disease and the 12.9% of inpatients readmitted, the 68.2% had a selecting doctor and the only 26.7% of inpatients reinforced by private medical insurance. This study recommended the Korean government to provide proper rule for tertiary hospital admission in order to improve the equity and efficiency of health care system.

• Korean Journal of Human Ecology
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• v.21 no.2
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• pp.225-240
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• 2012

The purpose of this study was to investigate the determinants of households with risky debt loads. The study used financial ratios to determine which households were over-indebted. The 3 ratios used were Debt to Asset ratio, Debt to Financial asset ratio, and Debt Service ratio. Data for this study was the 2011 Survey of Household Finance. Households that demonstrated total debts of 70% or more when compared to total assets were 8.8%. Households that demonstrated a debt load totaling 5 or more times their total financial assets were 19%. Households with monthly repayment obligations of 40% or more of disposable income were 20%. Households that fulfilled all 3 financial ratio criteria were 1.5% of total indebted households. Over-indebted households demonstrated severe economic condition in terms of debt, but not all over-indebted households were categorized as being in economically vulnerable group. The major determinants of households with risky debts were income, asset, purpose of loans, and spending behavior of the households.

• The Korean Journal of Health Service Management
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• v.9 no.3
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• pp.115-126
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• 2015

Objectives : This research was performed to investigate the characteristics and determination factors of health care policy satisfaction and welfare recognition for health insurance & health care financing. Methods : The utilized data were 4,174 cases who responded to a welfare recognition survey in the 8th wave of the Korea Welfare Panel Study (2013). The statistical methodology used in this study is the multiple regression model. Results : The significant affecting factors of health care policy satisfaction were age, education, household income, welfare attitudes, and health status. Medical utilization & private medical insurance were not related to health care policy satisfaction. The affecting factors of health insurance reinforcement were age, health status, welfare attitudes. The affecting factors of health care financing expansion were age, economic activity type, medical utilization, welfare attitudes. The affecting factors of welfare attitudes were age, economic activity type, household income, health insurance, and health status. Conclusions : Health care policy satisfaction, health insurance reinforcement, and health care financing expansion were all affected by age and welfare attitude; but this was not the case for private health insurance. This study recommended that the Korean government provide active planning for reinforcement of health insurance and publicity of the health care system in order to accord with the prospects of people.

• Health Policy and Management
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• v.20 no.1
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• pp.87-102
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• 2010

The objective of this study were to examine the impact of medicaid coverage expansion policy aimed at improving access to primary care. The case-control study was conducted to compare preventable hospitalization(PH) rate in new medicaid recipients versus national health insurance(NHI) enrollees form 1996 to 2001. Rates of preventable hospitalization associated with ambulatory care sensitive conditions(ACSC) were calculated and standardized by age and sex. Multinomial logit regression model was used to control the confounding factors such as age, gender and charlson comorbidity index Annual PH rates in the new medicaid increased 1.64 times after medicaid expansion, with controling confounding factors. Meanwhile, annual PH rate in the NHI increased 1.68 times during the same period, with adjusting confounding factors. Current findings suggest that the new medicaid PH rate was less likely to rise than NHI PH rate after implementing medicaid expansion. This study is expected to provide policy-relevant evidence of medicaid expansion to include population with low income.

• Journal of Family Resource Management and Policy Review
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• v.13 no.4
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• pp.53-72
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• 2009

This study examined the effects of job involvement, job stress, and organizational culture on work-life harmonization of Korean employees. The data came from 481 employees in diverse organizations located in Seouland the metropolitan area. Key findings of the study were (a) job involvement was significantly different for different types of occupation and job positions, while job stress was significantly different based on gender, education, income, and the term of service; (b) perceptions of organizational culture by employees varied according to gender, age, position, the period of service, and firm size; (c) the level of work-life harmonization was not significantly different based on gender, age, marital status, education, and income - but it did differ significantly based on types of occupation and firm size; (d) the employee's type of education, job involvement, job stress, and organizational culture have effects on work-life harmonization.