• 품질경영학회지
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• 제31권1호
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• pp.42-61
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• 2003

The objective of this study is to analyze the impact of service quality on the customer satisfaction, the re-purchase intention and the word of mouth in the Korean insurance industry. In this study, the methodology for measuring the degree of service quality which has been adopted in the service quality research area was used. Data for this study were gathered from 1332 consumer life insurance and 689 consumer non-life insurance companies using internet survey method. The result of this study is summarized as follows: the determinants of service quality in the Korean life insurance industry are empathy, responsiveness and reliability, and the determinants of service quality in the Korean non-life insurance industry are empathy, and responsiveness, and the re-purchase intention and the word of mouth are affected by the customer satisfaction. As a result of the study, strategic implications will be suggested.

• 품질경영학회지
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• 제41권1호
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• pp.79-94
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• 2013

Purpose: Life insurance company provides insurance planners various education program to inspire service mind and to enhance its customer satisfaction. The purpose of this study is to analyze the effects of service quality of education on service commitment and to propose the implication for the effective service education. Methods: This study is intended to identify how service quality of education from the planners in life insurance affects service commitment. The research model is tested via a survey of 307 life insurance planners. Results: This study shows that tangibles, assurance, responsiveness, and empathy in the educational service quality significantly influence education satisfaction. It also positively affect customer orientation and service commitment, but it also shows that reliability in the educational service quality has very little effect on customer satisfaction. Conclusion: This study emphasizes the service quality of education on life insurance planner and also suggests practical plan to increase the service quality of education. This study has more focused on the direction in the service quality of education for making the close long-term relationship with customer.

• 가정과삶의질연구
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• 제24권6호
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• pp.47-60
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• 2006

The purpose of this study was to find out which factors can affect customer satisfaction in the life insurance industry. Specifically, it was designed to investigate whether there were significant differences in the perceived service quality according to demographic characteristics to investigate whether there was a significant relationship between each service quality type and consumer satisfaction and to investigate whether the location in demographic characteristics serves to moderate the links between the perceived service quality and customer satisfaction. Data were collected from insurance subscribers living in Seoul and the Gyeonggi-do area and 364 questionnaires were taken into account in the analysis. Major findings of this study were as follows: First, there were significant differences in the perceived service quality according to demographic characteristics. Second, there were significant differences in customer satisfaction according toeach service quality type. Finally, the location in demographic characteristics did serve to moderate the links between the perception of service quality and customer satisfaction.

• 벤처창업연구
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• 제11권4호
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• pp.227-236
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• 2016

최근 금융환경의 변화로 보험회사간의 경쟁이 더욱 치열해 지고 있다. 이에 본 연구는 생명보험사의 서비스 품질을 핵심서비스, 관계서비스, 부가서비스로 구분하고 재구매의도에 미치는 영향과 이때 고객만족은 매개역할을 하는지를 규명하였다. 연구대상은 생명보험 가입고객을 대상으로 온라인설문서를 활용하여 받은 215부를 최종 유효표본으로 선정하였다. 분석은 SPSS 18.0을 활용하였고, 그 결과 첫째, 핵심서비스 중 유지서비스, 관계서비스 중 보험판매원, 그리고 부가서비스가 재구매의도에 정적인 영향을 미치는 것으로 나타났다. 둘째, 고객만족은 재구매의도간의 영향관계에서 유지서비스와 보험판매원은 완전매개효과, 부가서비스는 부분매개효과가 확인되었다. 본 연구결과는 생명보험사 고객의 선택행동을 이해하고 경영환경에서의 다양한 전략을 도출하는데 유용한 기초자료로 근거한다는 점에서 산업적 학문적 의의를 둘 수 있을 것이다.

• 보건행정학회지
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• 제28권3호
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• pp.210-216
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• 2018

National Health Insurance Service (NHIS) has put a great effort on extending life expectancy, for last 40 years. The system has also made remarkable outcomes in achieving universal health coverage. However, it is facing challenges of low health insurance benefits and sustainability risk due to low birth rate and aging society at the same time. To overcome the difficulties and build a lifelong health security system for the nation, it is required for NHIS to make multilateral changes in its roles. Based on the quantitative growth achieved so far, NHIS needs to strive for the growth in quality by not only increasing coverage and reforming contribution imposition system, but also reorganizing the relevant systems such as lifelong health management support, rational adjustment to the medical fee, and benefit costs monitoring. In addition, it's important for NHIS to restructure the organizational culture by having specialty and communicating with people for high quality of administration and health insurance sustainability.

• 한국치위생학회지
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• 제15권6호
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• pp.1107-1116
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• 2015

Objectives: The purpose of this study was to examine awareness and satisfaction toward health insurance coverage of scaling. Methods: A self-reported questionnaire was completed by 221 patients receiving scaling service from July to August, 2014. The informed consent was approved after the explanation of purpose of the study. The questionnaire consisted of general characteristics of the subjects, awareness toward health insurance coverage of scaling, scaling service covered by health insurance, and satisfaction with health insurance service. Results: Those recognizing the health insurance service extension accounted for 87.3 percent and 67.4 percent answered that the appropriate coverage age would be 20 years old. The recommendable frequency of scaling was once a year and this accounted for 49.3 percent. Fifty percent of the subjects thought health insurance coverage of scaling would be reasonable and 34.8 percent acquired the information from mass media. The most common service providers were dental hygienists and the length of service was from 20 to 30 minutes. The contents of service included scaling service, toothbrushing method, and oral care. The satisfaction was 4.39 points. Conclusions: The health insurance coverage of scaling will improve the oral health and quality of life in Korean adults. So the government should try to extend the scaling coverage by health insurance and the frequency of scaling.

• 지역사회간호학회지
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• 제33권1호
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• pp.1-12
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• 2022

Purpose: This secondary data analysis study evaluated the effects of ICT enhanced home-visit nursing in long-term care insurance on health-related quality of life among community-dwelling older adults. Methods: This study included data of 131 older adults who had experienced a pilot service for ICT enhanced home-visit nursing. ICT enhanced home-visit nursing refers to a method of sharing health records and teleconference between a visiting nurse and a doctor during the home-visit nursing services to community-dwelling older adults. Health-related quality of life and influencing factors were analyzed by t-tests, logistic regression analysis using the Stata 17/SE program. Results: After a pilot service for ICT enhanced home-visit nursing, their health-related quality of life increased. The teleconferencing method had a significant effect on the increase in health-related quality of life. Conclusion: The findings indicate a pilot service for ICT enhanced home-visit nursing can be applied to the domestic community-based healthcare service model in terms of health management. In the future, the advanced service model of a pilot service for ICT enhanced home-visit nursing in which subjects conduct detailed for each health problem, and a well-designed evaluation system should be developed.

• 보건행정학회지
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• 제19권3호
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• pp.1-26
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• 2009

Objectives : To identify target areas and set priorities among those areas identified for national quality evaluation. Methods : Target areas were identified from: i) analysis of the national health insurance claims data, mortality and prevalence data ii) various group surveys, including representatives from 22 medical specialty associations, 19 physician associations, QI staffs in hospital, civil organizations, and commissioners of Health Insurance Review and Assessment Service(HIRA) ⅲ) literature reviews and RAM(RAND/UCLA appropriateness method). The priority areas for national quality evaluation represented the full spectrum of health care and the entire life span. The criteria for selecting the priority areas were impact, improvability, and measurability. The priority areas were divided into three categories : short-term, mid-term, long-term. Results: Based on the group surveys and the data analysis, 46 candidates were selected as quality evaluation priority areas. 13 areas were selected as having a short-term priority areas: tuberculosis, community acquired pneumonia, stroke, ischaemic heart disease, diabetes, hypertension, chronic lower respiratory disease(asthma, chronic obstructive pulmonary disease), intensive care unit, emergency room, nosocomial infection, use of antibiotics, multiple medication and renal failure. This results suggested that we need to enlarge the target priority areas to the chronic diseases in short-term. Conclusions: The priority areas identified from the study will assist healthcare quality associated institutions as well as HIRA in selecting quality evaluation areas. It is required to develope and implement strategies for improving the quality of care within the next 5 years.

• 한국보건간호학회지
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• 제31권1호
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• pp.19-33
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• 2017

Purpose: This study was conducted to explore the meaning and contents of high-quality aged care facilities and provide basic data for evaluation of service quality in such facilities. Methods: The focus group interviews and participants consisted of two user groups, for a total of 16 family caregivers of the elderly living in facilities and four service provider groups, for a total of 26 chief managers and caregivers working in aged care facilities. All interviews were recorded and transcribed as they occurred. Content analysis was used and debriefing notes were referred to in order to analyze the data. Results: Four themes of a high-quality aged care facility emerged from the analysis; 1) a place to rest for comfortable later years; 2) systematic value-based management; 3) providing professional care; 4) comprehensive service provision in response to diverse needs. Conclusion: The findings of the study showed the importance of client centered care and ethical mindset of providers, which had not been included in the existing quality evaluation programs. Based on these results, medical treatments, end-of-life care and more comprehensive and extended services including family care need to be provided in facilities to ensure good quality aged care.

• 가정∙방문간호학회지
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• 제27권3호
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• pp.241-249
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• 2020

Purpose: This study aimed to investigate possible ways to expand the services of home-visit nursing through a review of the progress, achievements, and obstacles of home-visit nursing; a pilot project of an integrated home-service; the application of the Omaha System; as well as a case analysis of providing home-visit nursing services. Method: An integrated review was conducted using various source materials, including laws, previous studies, and a case analysis. Results: In case analysis of providing visiting nursing service, rehabilitation nursing, end-of-life nursing, and dementia care showed high nursing needs. It was necessary that the various home visit nursing services in the intervention area of the Omaha System, administrative services, case management, and center operation activities were all included in the payment systems of long-term care insurance. Conclusion: In the future, home visit nursing services of long-term care insurance should be reborn in the form of a center for integrated case management in the community, which would set long-term goals until the time of a client's death and encompass the realm of human rights for health, quality of daily life, and a dignity of life.