• Korea Journal of Hospital Management
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• v.4 no.1
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• pp.171-189
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• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• Korea Journal of Hospital Management
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• v.15 no.2
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• pp.107-128
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• 2010

These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

• Journal of Korean Academy of Nursing Administration
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• v.9 no.3
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• pp.403-414
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• 2003

Purpose: This study is performed to measure the level of nursing and medical service satisfaction according to consumer's demographic and hospital using behavior characteristics, and investigate the relationship among the nursing service satisfaction and the medical service satisfaction and the hospital revisiting intent. Method: The questionnaire is distributed to 300 patients at the six general hospitals in provincial city, Korea. For data analysis, SPSS/PC program is used. Result: The characteristics of consumer's demographics and hospitals using behavior that make difference in nursing and medical service satisfaction are education, the average number of the visiting(by month) and hospitals. Nursing service satisfaction correlated with medical service satisfaction(r=.677) and hospital revisiting intent(r=.570), and medical service satisfaction correlated with hospital revisiting intent(r=.680). Nursing service satisfaction explained medical service satisfaction(45.9%) and hospital revisiting intent(32.5%), and medical service satisfaction explained hospital revisiting intent(54%). Conclusion: It is concluded that education, the average number of the visiting(by month) and hospitals make difference in nursing and medical service satisfaction, and there are very close relationship among nursing service satisfaction and medical service satisfaction and hospital revisiting intent. Nursing service is a very important factor to improve medical service satisfaction and hospital revisiting intent.

• Journal of the Korean Home Economics Association
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• v.44 no.11
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• pp.133-148
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• 2006

This study takes an effort to suggest solutions for medical service consumers' sovereignty. Specifically, consumer evaluation, information seeking level, and affecting factors on information seeking level were explored in terms of medical service. In present study, medical information included medical institution and doctors, prescription, diseases, medical treatment and medical expense. Medical service consumers' information seeking is identified as consumers' own efforts to acquire medical information through various sources. The analysis results suggested that consumers' information seeking level is even lower, while their evaluation level is somewhat low. Moreover, the result for information seeking level by consumer characteristics implied that people who have high education, high economic status, medical knowledge, and high attitudes for consumer right are active information seekers. Finally, consumer attitudes for right appeared most influential factor on information seeking level, implying direction for medical service consumer education.

• IE interfaces
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• v.21 no.2
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• pp.209-220
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• 2008

Recently, innovative medical services are fast emerging, which include customized medical services based on bio-informatics, composition of cure and well-being exploiting ubiquitous technology, hospital supply chain management using RFID, and so forth. However, conventional approaches for new service development hardly give us systematic model to analyze and produce creative medical services. Because most of them are static and concentrate on microscopic tools or techniques. Thus, it is highly desirable to suggest an integrative framework to organize the whole transformation process from technology to medical service. The objective of this study is to propose a medical service engineering model based on the dynamic innovation theory. The proposed model contains objectives of service system, strategies of hospital, stages, activities required to deal with medical service life cycle, which incorporates the acquisition of new technology, transformation to the product, penetration into market, and adoption of consumers. In addition, the usefulness and applicability of the newly proposed model are provided using catholic medical center example.

• Journal of the Korea Society of Computer and Information
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• v.21 no.3
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• pp.47-56
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• 2016

Recently many small and mid-sized hospitals are closing down or experiencing financial difficulties. As a result, in order to provide exceptional service that would increase their competitiveness, they implemented telemedicine service for the prescription of medicine necessary before a colonoscopy. This study is an analysis of how telemedicine service affects patient satisfaction. Through the focus group interview (FGI) of medical service providers, regarding telemedicine service and face-to-face service, it was appraised that telemedicine service was more effective than face-to-face service. Afterward, a second survey aimed at endoscopy patients was conducted in order to find out the value of telemedicine service. First, through the analysis of the three main factors of telemedicine service, conclusions were drawn(safety/reliability, convenience/rapidity, and economics). A follow-up analysis showed that convenience/rapidity had the greatest effect on telemedicine service satisfaction. Next the factors of the quality of medical service were analyzed and 3 main factors were deduced (the superiority of the external and internal environments/appropriateness, superiority of the medical team, telemedicine service). A follow-up analysis found that telemedicine service had the greatest effect on patient satisfaction. This study found that providing exceptional medical service that utilizes telemedicine service would improve patient satisfaction. Therefore, we would be able to form a strategic plan that would strengthen the competitiveness of small and mid-sized hospitals.

• The Korean Journal of Health Service Management
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• v.10 no.4
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• pp.75-86
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• 2016

Objectives : This study empirically verified the effects of service provided by medical service providers on customer satisfaction and favorable word-of-mouth intention. Moreover, it measured the mediation effects of customer satisfaction in the relationship between medical service quality factors and favorable word-of-mouth intention and proposed implications in terms of marketing. Methods : The research hypothesis was verified with a structural equation, and the Sobel test was used to analyze of customer satisfaction in the relationship between medical service quality factors and word-of-mouth intention. Results : From the hypothesis verification results, physical and human factors among the quality factors of medical service affected customer satisfaction.Additionally,customer satisfaction interacted as a factor influencing favorable word-of-mouth intention. Conclusions : Medical service providers should work to enhance the satisfaction of customers in terms of human and physical factors by providing quality medical service that is different from other providers and by improving the quality of medical service and the environment which could lead to effective word-of-mouth intention.

• The Korean Journal of Emergency Medical Services
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• v.12 no.1
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• pp.5-15
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• 2008

Purpose : Centering on users(patients) who are offered the patient transport service by the emergency medical service system in our country, the use and satisfaction are analyzed with the transport service in 119 Emergency Medical Service System and Private transport agent. Results : 1. As for personnel in ambulance cars, 119 emergency staff showed a higher boarding rate of the first-class emergency medical technicians than private transportation centers : 48.4% and 17.7%, respectively. 2. Private transportation centers showed higher user satisfaction with transportation service than 119 emergency staff, which was not statistically significant. 3. As for the case that needs to receive the transport service in the future, the ratio with the will to use 119 Emergency Medical Service System(70.9%) was indicated to be much higher than the ratio of the private transport agent(29.1%). Suggestions : First, Centers transporting first-aid patients should essentially secure a sufficient number of first-class emergency medical technicians as professional emergency medical staff to reinforce qualitative improvement in emergency medical service. Second, It is necessary to establish a systematic monitoring system and develop educational programs in order to enhance satisfaction with the use of 119 emergency staff. Third, the government or the local government needs to positively support and guide the private transport agent, which is in charge of the public medical service.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.63-80
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• 2019

This study presents strategic implications for enhancing the competitiveness of the comprehensive health examination center through the study of its impact on the switching barrier with medical service value and medical service satisfaction as parameters. In order to achieve the purpose of this study, a total of 324 questionnaires were analyzed for customers who received health examinations at the general examination center. Covariance structure analysis was performed to test hypotheses and causal relationships. The results showed that the physical environment had a significant effect on the medical service value and medical service satisfaction. The value of medical service also had a significant effect on medical service satisfaction. The value of medical service was found to affect the transition barrier, but the satisfaction of medical service did not affect the transition barrier. The implications of this study are that physical environment has a significant effect on medical service value and medical service satisfaction. Therefore, modern medical equipment should be equipped with the latest medical equipment to minimize accurate examination and misdiagnosis through modernization of medical examination center. In addition, since the value of medical service has a significant effect on the switching barrier, it is necessary to establish a plan to enhance the value of medical service. We need to promote sustainable customer retention and creation of new customers through differentiated screening items and cost advantages over competitors. In addition to check-up services, efforts should be made to enhance the value of services such as strengthening medical communication and medical complex cultural spaces, and at the same time, establish an organizational culture of customer-first examination centers through the placement of excellent personnel and continuous education.

• Quality Improvement in Health Care
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• v.26 no.2
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• pp.66-76
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• 2020

Purpose:Hospitals provide top medical service using exceptional manpower, medical technology, and state-of-the-art equipment, thus raising the standard of customer satisfaction. In addition, their medical service is becoming higher than before. One-stop service is a good way to improve the quality of customer-centered service as a qualitative marketing strategy. This study thus aims to facilitate subsequent research and compare customer satisfaction before and after one-stop service. Methods: The study included 72 patients who received the reserved examination and one-stop service for 20 days from April 23 to May 12, 2014. The surveyed questionnaire data were analyzed using SPSS 18.00. Results: The comparison results of customer satisfaction showed that the satisfaction score was generally high in the areas of kindness of examination staff, the speedy/accuracy of work processing of examination staff, and the kindness of reservation staff. The group before one-stop service showed their dissatisfaction with repeated visits and difficulty of booking a desired day. The group after one-stop service showed dissatisfaction with the long waiting time for examination or same-day treatment. Conclusion: The one-stop service showed good results, but new uncomfortable issues for the customer were revealed as well, which may result in more work of employees. Considering the characteristics of various clinical departments, the author hopes to find an efficient operation plan through the development and improvement of an appropriate one-stop service method.