• Title/Summary/Keyword: Perceived Quality of Healthcare Service

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Effects of Medical O2O Platform Quality Components on Continuous Use Intention to Information Distribution

  • MYUNG, Ju-Dong;KIM, Bo-Young
    • Journal of Distribution Science
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    • v.20 no.10
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    • pp.105-117
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    • 2022
  • Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

A Comparative Study of Consumers and Providers on Nursing Service Quality, Satisfaction, and Hospital Revisiting Intent (간호서비스 질, 만족 및 병원 재이용 의도에 관한 소비자와 제공자간의 지각차이 비교)

  • Lee, Mi-Aie;Yom, Young-Hee
    • Journal of Korean Academy of Nursing Administration
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    • v.11 no.4
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    • pp.425-437
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    • 2005
  • Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers. Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis. Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer's overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers. Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.

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A study on the User's Satisfaction and Intention to Re-use the U-Healthcare Services: Focusing on the User's Response of Personalized Medical Information Applications (유헬스케어 서비스 사용자의 만족도와 재사용의도 영향 요인에 대한 연구: 개인용 의료정보 애플리케이션 사용자의 반응을 중심으로)

  • Park, Ji Min;Jo, Eun Hee;Lee, Jong Tae
    • The Journal of Information Systems
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    • v.29 no.2
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    • pp.243-263
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    • 2020
  • Purpose The purpose of this study is to analyze the causal relationship between user satisfaction, expected satisfaction, quality of service, perceived value, and expertise that should be emphasized in personalized medical information services for the development of personalized medical information services based on big data analysis and the spread of their demand. Design/methodology/approach This study established research models and hypotheses on the basis of the theory of reuse intent, and applied the PLS methodology for analysis, the factors that make it applicable to personalized medical services in the theory of service quality and satisfaction. Findings According to the empirical analysis result, this study confirmed that it can be seen that the expertise, perceived value, and quality of medical services did not directly affect the user's intention to reuse, but formed a direct causal relationship through variables such as whether they met expectations.

The Effect of Destination Image and Attitude toward Medical Tourism on the Mongolian's Intention to Use Korean Medical Tourism Service (목적지 이미지와 의료관광 태도가 몽골인의 한국 의료관광 이용의도에 미치는 영향)

  • Lee, Eun Joo;Shin, Taeksoo;Jin, Ki Nam
    • Health Policy and Management
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    • v.24 no.4
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    • pp.367-379
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    • 2014
  • Background: Over the last decade, medical tourism industry has grown in Korea. Especially the number of Mongolian medical tourists has increased rapidly. Therefore, the Mongolia is one of the targets for Korea medical tourism. The purpose of this study is to investigate the effects of destination image and expected attributes of medical services on Mongolian's intention to use Korean medical tourism service. Methods: This study empirically collected survey data from Mongolian lived in Mongolia. The study analyzed the data using a PLS model. Results: Our results are as follows. First, the country image didn't significantly have causal effects on expected medical service quality and perceived risk. Second, tourism image (e.g., entertainment, economic feasibility, and local convenience) has significantly causal effects on expected medical service quality and perceived risk. However, tourist site as tourism image didn't significantly have causal effects on expected medical service quality and perceived risk. Third, medical image made a statistically significant effect on expected medical service quality and perceived risk. Fourth, the expected medical service quality showed a significant effect on intention to use Korean medical tourism service. Fifth, the perceived risk of medical tourism showed a significant effect on the reliability of medical tourism, but didn't show a significant effect on the intention to use Korean medical tourism service. Finally, the reliability has a significant effect on the intention to use Korean medical tourism service. Conclusion: From our empirical results, this study concluded that as a strategy attracting Mongolian patients, it is more effective to strengthen Korean hospital image and tourism image than Korean country image.

A Study on the Correlation between Quality of Service and Satisfaction in General Hospital (종합병원 외래환자의 만족도와 서비스 품질 간의 관계 연구)

  • Lee, Yun-Seok;Suh, Won-Sik
    • Journal of radiological science and technology
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    • v.42 no.6
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    • pp.497-505
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    • 2019
  • This study analyzed whether satisfaction to healthcare service quality that patients experienced in a general hospital affects recommendation on that hospital. As a result of the analysis, healthcare service quality partially affected patients' satisfaction. In addition, the satisfaction was partially positively correlated with the recommendation intention. This study has implications in that it revealed that satisfaction perceived by patients leads to recommendation intention and it suggested marketing plans necessary for hospital management performance.

Perceived Service Quality among Outpatients Visiting Hospitals and Clinics and Their Willingness to Re-utilize the Same Medical Institutions

  • Jung, Min-Soo;Lee, Keon-Hyung;Choi, Man-Kyu
    • 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.

The Customer Satisfaction Index Model: An Empirical Study of the Private Healthcare Sector in Malaysia

  • ARIFFIN, Ahmad Azmi M.;ZAIN, Norhayati M.;MENON, Bama V.V.;AZIZ, Norzalita A.
    • The Journal of Asian Finance, Economics and Business
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    • v.9 no.1
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    • pp.93-103
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    • 2022
  • The main purpose of this study was to gauge the patient satisfaction index and subsequently discuss the Importance-Performance (IP) matrix analysis of the inpatient services in the context of the private hospital setting. The Malaysian Customer Satisfaction Index Model was employed as the theoretical framework for the above purposes. This study involving 242 patients in Malaysian's private healthcare sector used a Web-based survey as the main method of data collection. Partial least square structural equation modeling (PLS-SEM) was utilized for data analysis. Using Fornell et al. (1996)'s formula, the resulting patient satisfaction index was slightly lower than the "very satisfied" category, the target level required for positioning as one of the world's premier medical tourism players. The IP matrix showed that medical quality is the main competitive advantage of the private hospitals that can propel their growth in the global healthcare marketplace. The results also indicate that outcome quality, patient rights, and privacy, and service quality are the three quality domains that need to be prioritized for further improvement. On the other hand, the servicescape quality domain needs to be strategized as the unique selling proposition as the performance of the private hospitals in this regard is already extremely good.

Through a selection factor analysis of the local healthcare institutions Building complex medical services strategy (지방의료원의 선택요인분석을 통한 복합적인 의료서비스 전략 구축)

  • Lee, Jin-Woo;Ahn, Sang-Yoon;Lee, Chong Hyung;Lee, Moo-Sik;Kim, Kwang-Hwan
    • Journal of Digital Convergence
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    • v.13 no.5
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    • pp.297-307
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    • 2015
  • This study reviews equipped with enhanced capability of medical care, quality service, accessibility, and consumer awareness to be a competitive and representative local healthcare service provider with improved administrative efficiency. The method of analysis are ANOVA and Structural Equation Modeling. The results which revealed the significant difference among demographic factors in determining the preference or degree of satisfaction at medical service to select local healthcare institutions suggest that the close review on the needs of groups of major customers of local healthcare institutions are necessary when preparing the strategy of specialized medical service of local healthcare institutions. this suggests that both images would be important factors to secure the competitive advantage of local healthcare institution and therefore the strategy maximized the enhancement of medical service with embossed image of hospital to attract customers of medical service is needed.

Structural Relationships Among Factors to Adoption of Telehealth Service (원격의료서비스 수용요인의 구조적 관계 실증연구)

  • Kim, Sung-Soo;Ryu, See-Won
    • Asia pacific journal of information systems
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    • v.21 no.3
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    • pp.71-96
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    • 2011
  • Within the traditional medical delivery system, patients residing in medically vulnerable areas, those with body movement difficulties, and nursing facility residents have had limited access to good healthcare services. However, Information and Communication Technology (ICT) provides us with a convenient and useful means of overcoming distance and time constraints. ICT is integrated with biomedical science and technology in a way that offers a new high-quality medical service. As a result, rapid technological advancement is expected to play a pivotal role bringing about innovation in a wide range of medical service areas, such as medical management, testing, diagnosis, and treatment; offering new and improved healthcare services; and effecting dramatic changes in current medical services. The increase in aging population and chronic diseases has caused an increase in medical expenses. In response to the increasing demand for efficient healthcare services, a telehealth service based on ICT is being emphasized on a global level. Telehealth services have been implemented especially in pilot projects and system development and technological research. With the service about to be implemented in earnest, it is necessary to study its overall acceptance by consumers, which is expected to contribute to the development and activation of a variety of services. In this sense, the study aims at positively examining the structural relationship among the acceptance factors for telehealth services based on the Technology Acceptance Model (TAM). Data were collected by showing audiovisual material on telehealth services to online panels and requesting them to respond to a structured questionnaire sheet, which is known as the information acceleration method. Among the 1,165 adult respondents, 608 valid samples were finally chosen, while the remaining were excluded because of incomplete answers or allotted time overrun. In order to test the reliability and validity of the assessment scale items, we carried out reliability and factor analyses, and in order to explore the causal relation among potential variables, we conducted a structural equation modeling analysis using AMOS 7.0 and SPSS 17.0. The research outcomes are as follows. First, service quality, innovativeness of medical technology, and social influence were shown to affect perceived ease of use and perceived usefulness of the telehealth service, which was statistically significant, and the two factors had a positive impact on willingness to accept the telehealth service. In addition, social influence had a direct, significant effect on intention to use, which is paralleled by the TAM used in previous research on technology acceptance. This shows that the research model proposed in the study effectively explains the acceptance of the telehealth service. Second, the research model reveals that information privacy concerns had a insignificant impact on perceived ease of use of the telehealth service. From this, it can be gathered that the concerns over information protection and security are reduced further due to advancements in information technology compared to the initial period in the information technology industry, and thus the improvement in quality of medical services appeared to ensure that information privacy concerns did not act as a prohibiting factor in the acceptance of the telehealth service. Thus, if other factors have an enormous impact on ease of use and usefulness, concerns over these results in the initial period of technology acceptance may become irrelevant. However, it is clear that users' information privacy concerns, as other studies have revealed, is a major factor affecting technology acceptance. Thus, caution must be exercised while interpreting the result, and further study is required on the issue. Numerous information technologies with outstanding performance and innovativeness often attract few consumers. A revised bill for those urgently in need of telehealth services is about to be approved in the national assembly. As telemedicine is implemented between doctors and patients, a wide range of systems that will improve the quality of healthcare services will be designed. In this sense, the study on the consumer acceptance of telehealth services is meaningful and offers strong academic evidence. Based on the implications, it can be expected to contribute to the activation of telehealth services. Further study is needed to assess the acceptance factors for telehealth services, such as motivation to remain healthy, health care involvement, knowledge on health, and control of health-related behavior, in order to develop unique services according to the categorization of customers based on health factors. In addition, further study may focus on various theoretical cognitive behavior models other than the TAM, such as the health belief model.

Application of TAM and QFD for analyzing the user requirement in u-Healthcare System - Focused on fitness service (u-헬스케어 시스템에서 사용자 요구사항을 분석하기 위한 TAM과 QFD의 적용 - u-휘트니스 서비스 중심)

  • Kim, Min-Cheol
    • Journal of Digital Convergence
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    • v.10 no.3
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    • pp.191-196
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    • 2012
  • The importance of hi-tech communications technology including mobile or ubiquitous system and the related business field is currently expanding. In terms of wellness for enhancing quality of individual life, ICT technology became a requirement, not an option. The first purpose of this study is to identify factors that influence user's perceived usefulness & perceived ease of use related to the acceptance of TAM focused on ubiquitous fitness service through multiple regression analysis, thereby discovering important factors influencing consumer behavior. In conjunction with the result, the second purpose of this study has also its implication on the u-Healthcare system development using QFD. That is, this research is to propose the possibility of combining the external variables of TAM to u-Healthcare system service characteristics with user requirement reflected by using QFD method. Based on these results, the suitable system may be constructed and developed.