• Korea Journal of Hospital Management
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• v.11 no.4
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• pp.82-103
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• 2006

The purpose of this study is to analyse statistically the relation between medical service quality and managerial performance. And then the way of analysis is the regression analysis that independent variable is service quality, dependent variable is the volume of revenue, the number of patients and the rate of beds utility, and dummy variable is the number of beds, ownership and region. The sample hospitals were the 113 hospitals on general hospitals more than 300beds which were consisted of 20 public hospitals, 41 corporate hospitals and 52 college hospitals, and also distributed 67 hospitals on big city and 46 hospitals other city. The sample hospitals were selected from the Korean Hospital Association and the data of the year 2003 and 2004. The collected data was analyzed using the SPSSWIN 10.0 version, and the study hypothesis was tested using regression analysis. The findings of this study are summarized as follows. First, as a result of analysing hypothesis 1. In the study of the relationship between the service quality and the revenue, it was verified that the more service quality in last year became the more revenue in the year. But the dummy variable, ownership and region, rarely related to hospital revenue. Therefore it means that the more service quality is connected to the more revenue on the large number of beds hospitals. Second, as a result of analysing hypothesis 2 & 3. In the study of the relationship between the service quality and the number of patients, it was verified that the more service quality in last year became the more outpatients in the year. But there was no verified to inpatients. It seems to be the reason why a hospital has operated the fixed number of beds approved by the public office. So there are no free to expand beds according to the number of inpatients as much as inpatients are increasing. Third, as a result of analysing hypothesis 4 & 5. In the study of the relationship between the service quality and the rate of beds utility, it was verified that the more service quality in last year became the shorter of average stay of length in the year. Especially it has influenced much more on a hospital which was the large number of beds, the corporate and the college, but the region. But it was denied that the more service quality became the more the beds turnover. As a result of this study, it shows that the service quality in the last year has importantly influenced on a hospital managerial performance in the year. Estimating the service quality of each hospital, most patients have selected the hospital they want. And the hospital need to keep the number of patients for the proper management. So this result of the study means that a hospital must improve the service quality for keeping efficient management.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.30 no.4
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• pp.78-84
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• 2007

After 6 Sigma administration is introduced in domestic in 1997, many corporations are utilizing by survival strategy and method of administration reform. This is applied in all field that this led to R&D from service industry by the next. Success factors by each field was studied and announced applying in various types of business. The Korail and Korea Post, the Ministry of Environment and various public corporation and governmen and municipal office are introduce and utilizing 6 Sigma administration by innovation method present. But, research about success factor that special quality of public sector is considered up to now was almost no. This treatise analyzed 6 Sigma' success factors and effect relation to public corporation.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.265-276
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• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.31-45
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• 2017

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

• Journal of Korean Society for Quality Management
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• v.37 no.3
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• pp.123-139
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• 2009

This study examines the relative efficiency of 34 local public medical centers in Korea. In order to concretely grasp the causes of inefficiency and suggest improvement solutions, the desirable set point was established based on the actual value which needs to be improved. As a result of analysis, we determined that output must be increased while input is held constant in order to improve effectiveness through the actual value and set point. Efficiency cannot be achieved if input is augmented solely to increase output. Also, to increase output, the medical centers need to improve their quality without increasing any input for customer visits and hospitalizations. Further, in order to strategically promote effectiveness and efficiency of local public medical centers, these medical centers must focus on input resource and patient interchange through the mutual cooperation with local private hospitals and university medical centers.

• Journal of the Korea Society of Computer and Information
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• v.16 no.1
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• pp.191-199
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• 2011

Under the influence of a paradigm shift for administrative service of public institutions in around the world, the 'Government Affairs Assessment Act' has been enacted in Korea in March 2006. By the law, each local governments have been obligating to conduct self-assessment and resident's satisfaction survey for improving administrative service. Thus, the purpose of this study is to evaluate the administrative service quality of district offices(in seoul) in order to meet the government's efforts, and to derive improvement point of administrative service quality in district office. Consequently, this study shows administrative service quality factors affecting resident's overall satisfaction degree, service value maturity and positive image maturity of district office and then, will explore improvement ways of each district office through attribute analysis of administrative service quality.

• Journal of Preventive Medicine and Public Health
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• v.42 no.3
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• pp.151-159
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• 2009

Objectives : This study was to determine how the perception and the satisfaction of outpatients who utilized clinics and hospitals are structurally related with their willingness to utilize the same institution in the future. Methods : Three hundred and ten responses (via convenient sampling) were collected from 5 hospitals and 20 clinics located in Seoul listed in the "Korea National Hospital Directory 2005". Service quality was utilized as the satisfaction measurement tool. For analysis, we used a structural equation modeling method. Results : The determining factors for general satisfaction with medical services are as follows: medical staff, reasonability of payment, comfort and accessibility. Such results may involve increased competition in the medical market and increased demands for quality medical services, which drive the patients to visit hospitals on their own on the basis of changed determining factors for satisfaction. Conclusions : The structural equation model showed that the satisfaction of outpatients with the quality of medical services is influenced by a few sub-dimensional satisfaction factors. Among these sub-dimensional satisfaction factors, the satisfaction with medical staff and payment were determined to exert a significant effect on overall satisfaction with the quality of medical services. The structural relationship in which overall satisfaction perceived by patients significantly influences their willingness to use the same institution in the future was also verified.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.18-30
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• 2017

This study was performed to analyze systematically and validate empirically the influence of korean medicine service quality on satisfaction factors and revisiting intention. The candidates were patients visiting the one korean medicine hospital in Gyeongnam. We took a direct survey collected during 15 days May 1 to 15, 2016. For the survey I distributed a total of 250 questionnaire and used the final 230 of them in verifying this research model except unreliable data. The collected data were used statistics program SPSS WIN 22.0 and the research model were examined by AMOS 18.0. The main research results are follows. First, the most influencing factors on consumer satisfaction were public image factors and then human factors. and then effectiveness factors. Second, the most influencing factors on reuse intention were public image factors and then physical factors. Third, human and effectiveness factors of service quality factors in korean medicine hospital did not effect on revisiting intention directly but, effected on revisiting intention through mediation role of the customer satisfaction. Forth, satisfaction on the significant effect on reuse intention. so satisfaction has proved to be a important factor for reuse intention. The results of this study are expected to contribute to management efficiency and developmental improvement on korean medicine hospital policy and management efficiency and be used as a basis for leading to national health promotion through the development of korean medicine service.

• Journal of Hospice and Palliative Care
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• v.8 no.2
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• pp.234-244
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• 2005

As Korea has just turned into an aging society with the increase of average life expectancy, and the main causes of deaths is cancer and other chronic diseases. And this corresponds to a dramatic increase in medical expenses for the aged. To curve this problem, the hospice care can be an effective alternative, which can provide patients with both quality service and intensive care to help ensure high quality life for the patients. To demonstrate the economical effect of hospice services, a comparative study on the media expenses of geriatric hospitals and general hospitals, which bear similarities in common regarding the characteristics of their patients, is performed. Thus the results of the study can serve as a quantitative indication for the management of hospice services.

• Journal of Korean Academy of Nursing Administration
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• v.15 no.1
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• pp.5-15
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• 2009

Purpose: The purpose of this study was to evaluate the quality of service and appropriateness of information provided in gastric cancer web sites. Method: The study investigated the status of the web sites retrieved when the keyword "gastric cancer" was searched on seven(7) different Internet portal sites. Among the retrieved information sites, 51 domestic websites, available on June and July 2008, were selected. They were evaluated based on two criteria, quality of service (7 items) and appropriateness of the information (11 items) on a 4-point scale($0{\sim}3$). The analysis of data was done using SPSS 12.0 PC+ program for descriptive statistics and ANOVA tests. Results: Findings revealed that the quality of service provided by the web sites had an average of $1.61{\pm}.55$. The score of information appropriateness was $.79{\pm}.64$. Among the studied websites, only 4(7.8%) scored higher than 22, placing them in the top 30%. Conclusion: This study suggests that most sites do not provide diverse types of gastric cancer-related information and that reliability is important in developing web-based programs related to gastric cancer in order to effectively promote and disseminate health information to the general public.