• 한국병원경영학회지
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• 제15권4호
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• pp.78-99
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• 2010

In this study, we examined the effects of healthcare staffs' perceived service quality(E-PSQ) on patients' perceived service quality(P-PSQ) leading to patients' satisfaction(P-CS) and the effects on guardians' perceived service quality(G-PSQ) also leading to guardians' satisfaction(G-CS). To investigate the causalities of the factors, we collected national wide samples of 144 hospitals, 721 healthcare staffs, 1456 patients, and 1455 guardians of the patients. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of healthcare staffs' perceived service quality led to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by perceived service quality. Third, patients' perceived service quality would lead to service satisfaction of patients, Fourth, guardians' perceived service quality would also lead to service satisfaction of guardians. The findings implied service managers of hospital settings should pay attention to healthcare staffs' perception of service quality as well as those of patients and guardians. With such strategy, hospitals could survive the drastically changing environments of current healthcare service area.

• 대한안전경영과학회지
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• 제19권4호
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• 품질경영학회지
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• 제40권3호
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• pp.381-393
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• 2012

Purpose: Considering various measurements for healthcare service quality, the purpose of this study is to examine measurement items for healthcare service quality (HCSQ) based on previous study and service quality evaluation institutions in the international community. Methods: The proposed research model was tested using measurement analysis, based on data collected from 387 respondents in the selected hospital with more than 500 beds in South Korea. Results: The results of the study shed insights about the relative importance of quality items as degree of improvements of care services tangible, safety, efficiency, and empathy. Also, the study provides new measurement model for healthcare service quality. Conclusion: Healthcare organization thrives to find the key factors for improving quality of care and service that meet customers' needs and expectations.

• Journal of Information Technology Applications and Management
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• 제21권2호
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• pp.31-48
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• 2014

The concept of Health Related Quality of Life and its determinants have evolved since the 1980s. Although many researchers have published articles of technology usage in hospitals and the installation of technology based healthcare system, the research about applying the information technology to improve the patients' perceived quality of healthcare services is still limited. In general, services are deeds, processes and performances that are essentially concerns of the consumer. The healthcare service quality depends on tangible factors, such as equipments, facilities, and the quality of hospital staff and also the intangible ones. The main purpose of this work is to establish new model and find out the contribution of information technology to enhance the patients' perceived quality of healthcare service. We attempted to examine the main information technology related factors in 3 aspects, namely quality of information, the technology accessibility and the community that can improve patients' perceived quality of healthcare services. Offline and online questionnaires were used to measure the patients' perceived quality and were distributed to 384 people in 2 countries, Laos and South Korea. A principle component analysis and multiple regressions were used to verify our model. Results show that the use of information technology has partial positive effect on patient-physician interaction in both countries. However, patient knowledge and patient autonomy which are the 2 dimensions of patient-physician interaction has significant positive effect on patients' perceived quality of healthcare service.

• 한국산학기술학회논문지
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• 제13권2호
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• pp.834-841
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• 2012

유 무선 통신망의 발전과 스마트폰 등 무선 단말을 이용한 모바일오피스 등 무선서비스 이용이 날로 증가하고, 이를 이용한 u-Healthcare 서비스가 각광 받고 있는데, 기존의 품질 측정 기준은 단순히 속도나 에러율 등만을 고려하였기 때문에 u-Healthcare의 안정성을 보장하기 위해서는 서비스별 품질관리가 필요하다. 본 논문에서는 u-Healthcare 무선서비스 사용자의 품질 보장 및 사용자 요구를 만족시키기 위한 방안으로 무선 환경을 고려한 무선서비스별 품질 측정 기준을 제시하였다. 관련 연구를 통해 3GPP, WiMAX 포럼, GSMA 등 국제 표준화 기관에서 제시한 주요성능 지표와 사업자 사례를 통해 최종 사용자 관점에서의 WiBro 환경에서 u-Healthcare를 제공하기 위한 서비스별 품질기준 체계를 확립하고 각 서비스별로 품질지표 수립의 타당성을 제시하였다.

• 한국병원경영학회지
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• 제16권1호
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• pp.101-123
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• 2011

In this study, we examined the effects of high-performance work system(HPWS) on healthcare staffs' patient orientation and perceived service quality. To investigate the causalities of the factors such as HPWS, patient orientation, and perceived service quality, we collected national wide samples of 721 healthcare staffs from 144 hospitals. We deployed reliability analysis(Cronbach ${\alpha}$) and confirmatory factor analysis(CFA) for the factors. With 4 proposed hypotheses, we fabricated a structural equation model with AMOS 7.0 and examined the validity of the hypotheses. Followed were findings of this study. First, the healthcare staffs' perceptions of HPWS in hospital settings were positively linked to the perceived service quality. Second, the intensity of HPWS also influenced the healthcare staffs' patient orientation. Third, the perceptions of patient orientation were positively linked to the perceptions of service quality. Fourth, HPWS were linked to healthcare staffs` perceptions of service quality both directly and indirectly through their perceptions of patient orientation. These findings implied that HPWS would be a way of survival in drastically changing hospital environments.

• 한국인터넷방송통신학회논문지
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• 제11권6호
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• pp.127-134
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• 2011

최근 각광받고 있는 무선 데이터 통신 인프라는 유선에서의 한계점을 넘어 빠른 속도로 발전 하고 있다. 특히, 이를 이용한 u-Healthcare 서비스에 대한 이슈가 증가하고 있으며, 원활한 서비스 제공을 위해서는 무선 데이터망의 품질 보장에 대한 연구가 중요하다. 그러나 기존 연구는 유선망에 대한 종단간 품질관리만을 집중 수행하고 있기 때문에 무선망에 대한 품질관리 연구가 미비하다. 본 논문은 이에 대한 연구로 u-Healthcare 서비스를 제공받는 무선 데이터 망 사용자의 품질 보장 및 사용자 요구를 만족시키기 위한 방안인 무선 환경을 고려한 무선서비스 품질측정 기준을 제시하였다. 이를 위해 무선데이터 품질 측정 지표 및 기준을 선정하였고, 품질 측정 평가 방안을 서비스별로 제시하였으며, 각각의 서비스 별로 품질지표를 제시하였다.

• 한국의료질향상학회지
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• 제29권2호
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• pp.47-63
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• 2023

Purpose:This study aims to suggest the future direction for applying service design to improve the quality of healthcare as part of hospital service innovation and present implementation plans in Korea, based on a review of quality improvement activities and the current status of service design applications. Methods: Through a literature review, we examined the status of service design introduction and application in the healthcare field, focusing on cases in the US and Europe. The possibility and limitations of service design in the healthcare field were examined through a comparison of oversea and domestic cases. Results: Recently, service design has begun to be applied to the healthcare field worldwide. Service design shows the possibility of an alternative that alleviates and complements the limitations of existing quality improvement activities. It also offers the possibility of creating new organizational improvement and innovation approaches through integration and convergence with existing quality improvement activities and management innovation. Conclusion: To effectively apply service design to hospitals, it is necessary to integrate internal organizations related to service improvement, combine methods, and objectively measure and evaluate performance. To this end, we propose the operation of a nationwide education and training center for quality improvement and service design led by academic society. Service design will provide an opportunity to change the management innovation and organizational culture of hospitals beyond the scope of the current quality improvement, which deals only with micro-subjects of individual hospitals.

• 정보처리학회논문지D
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• 제18D권3호
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• pp.185-196
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• 2011

최근 보건의료 분야와 정보통신 기술이 접목된 u-Healthcare에 대해 원격진료 제한을 완화하는 의료법 개정안이 입법 예고되면서 u-Healthcare 수요 창출을 위한 비즈니스 모델로 IPTV를 이용한 서비스가 등장하였다. 하지만, 의료서비스에 IPTV 기술을 도입함으로써 환자의 치료방법의 개선, 서비스 질의 향상, 치료의 효용성 증가 등의 많은 이점들이 예상처럼 도입되고 있지 못하고 있는데, 이는 아직 정비되지 않은 법, 제도적 환경뿐만 아니라 사용자 수용 연구를 통한 전략 마련이 부족했음을 인정하지 않을 수 없다. 본 연구는 IPTV를 통해 제공되는 의료서비스를 수용하는데 있어서 연결되는 순차적인 관계를 검증하고, 분석된 결과를 토대로 IPTV 기반 의료서비스의 활성화 방안을 제시하였다. 연구 결과 IPTV 기술 품질의 편의성, 콘텐츠 품질의 완결성, 그리고 Healthcare 서비스 품질이 만족도를 이끌어 내는 주요 요소들로 추출되었고, 전반적으로 IPTV 기술 품질, 콘텐츠 품질, Healthcare 서비스 품질 모두 만족도에 유의한 영향을 미치는 것으로 분석되었으며, 본서비스의 만족도는 사용의도에 유의한 영향을 미치는 것으로 나타났다.

• 가정∙방문간호학회지
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• 제17권2호
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• pp.85-94
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• 2010

Purpose: The study aimedto provide basic data to improve the quality of home healthcare nursing services by evaluating quality of care in representative nationwide sites. Method: The current quality of home care service in 104 nationwide sites was evaluated in terms of structures, processes, and outcomes based on published standards of the Joint Commission on Accreditation of healthcare Organizations. Results: The mean score for three dimensions of quality of home care service was as follows in descending order: structures (77.6), outcomes (60.4), and processes (38.7). Additionally, by specific item compared level of quality of home care servicein each site, the highest score was 97.3 and the lowest score was 42.3 out of 100, with a mean score of 74.7. Conclusions: These findings provide a base for establishing the quality management system and to develop a tool for evaluating the quality of home healthcare nursing. The result should be continuous management and improvement of home healthcare nursing quality.