• 한국의료질향상학회지
• /
• 제5권2호
• /
• pp.312-323
• /
• 1998

Background : Evaluation of patient's satisfaction is one of the most important aspects of quality improvement. If the patient highly satisfies with the medical service provided in the hospital, he/she will be likely to visit the same hospital again. Patient's satisfaction of a particular hospital is directly correlated with hospital profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the patient's satisfaction. This study is to find the effect of hospital QI activities on the patent's satisfaction level. Methods: After questionnares were developed, survey of measuring satisfaction level was performed in August, 1998. On the basis of survey results, QI activities were carried out to attain the target point of 4.0 and subsequent survey was done in November, 1998. Results: With three main principles of "problem solving approach with kindness". "helping patient to participate in medical procedure with sufficient information", and "putting employees into practice of attitude with human respect", the average level of satisfaction was enhanced from 3.45 to 3.55 level. Also kindness level of employees was increased from 3.71 to 3.82. Level of dissatisfaction about insufficient explanation and unkind attitude was dropped from 69% to 48% and from 82% to 46% respectively. Conclusion: With the result of this study overall satisfaction level was enhanced. In order to keep these advantages a operation of Quality Improvement Task Force Team in each subject will be required.

• 한국치위생학회지
• /
• 제11권2호
• /
• pp.159-167
• /
• 2011

Objectives : The purpose of this study was to examine the satisfaction level of dental hygienists with supplementary education. The subjects in this study were 305 dental hygienists, on whom a survey was conducted from September 26 to December 10, 2009. Methods : The instrument used in this study was questionnaires that consisted of three sections: educational environments, the content and method of education, and educational administration. Results : The findings of the study were as follows: 1. In terms of satisfaction level with supplementary education, they gave a mean of 3.13, which was on the average. The dental hygienists who worked in public dental clinics, who had a 10 years or more of career and who worked in the provinces expressed more satisfaction. 2. In terms of satisfaction level with educational environments, they gave a mean of 3.22. They were most gratified with lecturers(3.34), and they expressed the least satisfaction with educational opportunities(3.14). 3. In terms of satisfaction level with the content and method of education, they gave a mean of 3.15. They were most contented with the professionalism of education, and they expressed the least satisfaction with the ratio of theory and practice(2.92). 4. In terms of satisfaction level with educational administration, they gave a mean of 3.02. They were most satisfied with the application procedure(3.22), and they expressed the least satisfaction with educational cost and publicity(2.91). Conclusions : Educational institutions that provide supplementary education should reinforce small-group supplementary education for each district, provide systematic practice-centered educational programs and offer streamlined administration service to boost the satisfaction level of dental hygienists.

• 대한지역사회영양학회지
• /
• 제5권2호
• /
• pp.225-235
• /
• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• 유통과학연구
• /
• 제11권4호
• /
• pp.37-49
• /
• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• 한국콘텐츠학회논문지
• /
• 제10권9호
• /
• pp.276-284
• /
• 2010

본 연구는 방사선학과 학생들의 임상실습 후 만족도와 관련 요인을 조사하여 보다 효율적인 임상실습 프로그램을 개발하기 위함이다. 부산, 경남지역 3, 4년제 대학(교)의 방사선(학)과 학생들 중에 실습을 마친 학생 138명을 대상으로 설문 조사를 실시한 결과, 실습지도에 대한 만족도가 가장 높았고 실습평가에 대한 만족도는 가장 낮았다. 학제별로는 3년제에서는 실습지도에 대한 만족도가 높았고 실습환경에 대한 만족도가 낮았으며, 4년제에서는 실습시간에 대한 만족도가 가장 높고 실습평가에 대한 만족도가 가장 낮았다. 다중회귀분석을 사용하여 임상실습 만족도에 영향을 미치는 요인을 알아본 결과, 3년제 학생의 임상실습 만족도에 영향을 미치는 주요인은 병원실습 중에 느끼는 방사선사의 위상이었으며, 4년제 학생은 학교생활 중 느끼는 방사선사의 위상과 개인적으로 실습을 나간 경험이 주요인으로 나타났다.

• 한국콘텐츠학회논문지
• /
• 제15권2호
• /
• pp.233-241
• /
• 2015

이 연구에서는 경찰의 조직적 특성 중 경찰관서의 규모가 직무만족과 이직의도에 미치는 영향을 살펴보았다. 경찰관서 규모에 따른 직무만족 및 이직의도의 차이를 살펴보기 위해 독립변수는 관서규모와 급지, 종속변수는 직무만족과 이직의도로 구성하여 일원변량 분산분석(One-way ANOVA)을 실시하였다. 그 결과 관서규모와 급지 둘 다 직무만족과 이직의도에서 통계적으로 유의미한 수준의 차이가 발견되었다. 구체적으로 첫째, 관서규모에 따른 직무만족 수준에서는 경찰관이 근무하는 관서규모가 작을수록 직무 만족의 수준이 낮고, 관서규모가 클수록 직무만족의 수준이 높은 것으로 나타났다. 둘째, 관서규모에 따른 이직의도 수준에서는 통계적으로 유의한 결과는 아니나 경찰서 지구대 근무자 보다는 지방청 근무자의 이직의도가 상대적으로 낮게 나타났다. 셋째, 급지에 따른 직무만족 수준에서는 상급지 경찰서에 근무할수록 직무만족의 수준이 낮고 하급지 경찰서에 근무할수록 직무만족의 수준이 높은 것으로 나타났다. 넷째, 급지에 따른 이직의도 수준에서는 상급지 경찰서에 근무할수록 이직의도의 수준이 높고 하급지 경찰서에 근무할수록 이직의도의 수준이 낮은 것으로 나타났다.

• 가족자원경영과 정책
• /
• 제2권1호
• /
• pp.167-180
• /
• 1998

This study examines health and life satisfaction of the married female production workers(Mfpw). The data of 370 Mfpw in manufacturing sector in Taegu are collected by using questionares in August, 1995. Health scale measured by Todai Health Index is composed physical health and mental health. There are three satifsfaction areas-individual life satisfaction, family life satisfaction, and job satisfaction-in the overall life satisfaction scale. The findings of this study are as follows: 1) Mfpw’s total health conditions are poor. Especially physical health is worse than mental health. Physical health is influenced by age and purpose of attaining job, while mental health is influenced by purpose of attaining job. Mfpw who get the job for family financial needs have poor physical and mental health. 2) The overall life satisfaction level of Mfpw is lower than middle point : their family life satisfaction level is the heigest and their individual life satisfaction level is the lowest. Family income, purpose of attaining job and work place environment have effect on the level of overall life satisfaction. Mfpw who have the higher family income, get the job by non-economic motivations and work in good work place environment show the higher life satisfaction level.

• 대한가정학회지
• /
• 제36권4호
• /
• pp.163-178
• /
• 1998

This study is to identify the influence of dual-earner couples' job related variables on marital satisfaction and quality of life. For the data set 228 dual-earner couples living in Pusan, Korea were chosen. The data were analyzed using M, SD, t-test, one-way ANOVA, scheffe test, and path analysis. The findings of this study are as follows; First, the level of marital satisfaction and quality of life are higher for husbands than wives. Second, for husbands, the level of marital satisfaction were differed by husbands' housework participation, husbands' support, and job satisfaction. Whereas for wives, the level of marital satisfaction were differed by husbands' house work participation, husbnand's job stressorors, and wives' employment motivation. Third, for husbands, the level of quality of life were differed by husbands' housework participation, husbands' support, job satisfaction, and husbands' job stressors. Whereas for wives, the level of quality of life were differed by income, husbands' support, job satisfaction, working hours, husbands' job stressorors, and wives' employment motivation. Fourth, for husbands, marital satisfaction, job satisfaction, and working hours have significant direct effect on quality of life. Besides, husbands' job stressors, and husbands' and husbands' housework participation, and job satisfaction are indirectly associated with quality of life.

• The Journal of Advanced Prosthodontics
• /
• 제4권1호
• /
• pp.43-51
• /
• 2012

PURPOSE. The objective of this study was to evaluate the effect of sociodemographic factors on quality of satisfaction towards denture treatment. MATERIALS AND METHODS. One hundred subjects (filling inclusion criteria) who were wearing a denture for at least two months were enrolled and divided into five groups on the basis of sociodemographic variables (age, gender, literacy level, socio-economic and marital status). Questionnaires consisting of 38 questions (positive and negative attitude towards denture satisfaction) related to patients' perception of clinical outcome in different domains such as mastication, appearance, speech, comfort, health, denture care and social status were scored by the subjects. Questions reflecting positive attitude were scored as 2, 1, or 0 (yes, uncertain and no, respectively) and reversely for the negative questions. Statistical analysis was done by using Statistical Package for Social Sciences (${\alpha}$= .05). RESULTS. Level of denture satisfaction was higher in age subgroup belonging to 45 - 65 years of age in relation to comfort, health and denture care. Female and male showed significant priority for denture treatment because of esthetic and function respectively. Level of satisfaction was statistically significant with literacy level. Upper high income group showed significantly higher level of satisfaction only in case of social status. Married group showed significantly higher satisfaction level only with comfort. CONCLUSION. Patients' sociodemographic variables were influential factors on denture satisfaction.

• 한국보건간호학회지
• /
• 제14권2호
• /
• pp.293-303
• /
• 2000

This study was designed to acknowledge the satisfaction levels of patients who have been treated in the emergency center. Specifically, to acknowledge the factors influencing patient's satisfaction levels related in the usage of emergency centers. Data was collected through patients who have used anyone of four emergency centers of university hospitals holding over 550 hospital beds, and located in Seoul. Questionnaires consisted of 31 questions. Cronbach's alpha was 0.94. Data analysis was executed with the SAS program by t-test, ANOVA and stepwise multiple regression. The results were summarized as follows. (1) The total average score for the level of satisfaction was 3.3. Regarding the service of doctors and nurses, the score was high. While the score regarding reception process, payment and second hand environment were relatively low. (2) There was a differentiation in the level of satisfaction according to the type of injured. Patents of industrial calamities had the highest level of satisfaction while patient injured by traffic accidents had the lowest level of satisfaction. (3) The factors that affect the level of satisfaction were presence of medical insurance, lapse time until treatment and the education level of the patient. Based on this, we will provide the basic data of satisfaction levels according to the characteristics of patients and the types of injuries for improvement of emergency treatment centers.