Journal of Preventive Medicine and Public Health
- Volume 33 Issue 4
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- Pages.495-504
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- 2000
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- 1975-8375(pISSN)
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- 2233-4521(eISSN)
Dimensions of Consumer Ratings of a Hospital Outpatient Service Quality
의료소비자가 인지하는 의료서비스 질의 구성 차원
- Yu, Seung-Hum (Department of Preventive Medicine and Public Health, Yonsei University, College of Medicine) ;
- Cho, Woo-Hyun (Department of Preventive Medicine and Public Health, Yonsei University, College of Medicine) ;
- Kim, Dong-Kee (Department of Biostatistics, Yonsei University, College of Medicine) ;
- Lee, Yun-Whan (Department of Preventive Medicine and Public Health, Ajou University, School of Medicine) ;
- Moon, Ki-Tae (Department of Preventive Medicine and Public Health, Yonsei University, College of Medicine)
- 유승흠 (연세대학교 의과대학 예방의학교실) ;
- 조우현 (연세대학교 의과대학 예방의학교실) ;
- 김동기 (연세대학교 의과대학 의학통계학과) ;
- 이윤환 (아주대학교 의과대학 예방의학교실) ;
- 문기태 (연세대학교 의과대학 예방의학교실)
- Published : 2000.12.01
Abstract
Objectives : To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service. Methods : A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer's ratings of health care service received. The response rate was 92.8% with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension. Results : The 5 dimensions were as follows, 1) physician services, 2) non-physician services, 3) process 4) facilities, and 5) cleanliness A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness. Conclusions : The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.