• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.362-372
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• 2007

Purpose: This study was performed to identify the perception gaps of nursing services quality between consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction of medical services and revisiting intent of hospital by consumers. Method: The Joo's questionnaire founded on SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities, Korea. Result: It is identified that the perception gaps between consumer and providers exist, and consumers perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a powerful influences on revisiting intent of hospital. Conclusion: It is concluded that the marketing strategies being based on the perception gaps between consumers and providers should be specifically planned and applied to improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of hospital that consumers perceive.

• Korean System Dynamics Review
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• v.6 no.2
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• pp.73-93
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• 2005

This paper on an experiment, using System Dynamics, on the affect of increase in number of beds and medical instruments used for the care of premature infants, which constitute the physical requirements in quality of medical services, on changes in the survival rate of premature in ants that leads to demographic changes of Newborn infants. The model has four sectors: take-in capacity, survival rate of premature infants, demographics without newborn infants and demographics with newborn infants. The model simulates the changes in demographics of the newborn infants from 2002 to 2022. The study results show that the survival rate of premature infants can be increased by improving the physical aspects in the quality of medical services. An average of 1,900 premature infants can survive as a result of the physical quality improvements in medical services, adding up to an increase of 37,300 newborn infants by the year 2022.

• Journal of Korean Society for Quality Management
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• v.26 no.4
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• pp.189-201
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• 1998

Quality of radiological services can be assessed by various agents, so called medical doctors, radiologists, patients and others. However radiological services are provided by radiologists to patients and medical doctors. This study was based on data which were collected from assessment of 142 radiologists working in the health care services organization and 149 patients who visited the same organization about radiological services, with self-administered structured questionnaire. This study was planned to analyze of radiological services factors and to develop a methodology for measuring the level of quality in the radiological health care services.

• The Korean Journal of Emergency Medical Services
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• v.24 no.2
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• pp.67-77
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• 2020

Purpose: The study aims to improve the quality of emergency medical services by surveying the user's satisfaction of 119 emergency medical services nationwide. Methods: From December 21 to December 27 each year from 2015 to 2017 a total of 5,889 people were surveyed by phone call in fire station. Results: The average degree of satisfaction with the emergency medical services was 4.17±0.70, with 85.1% respondents reporting being 'satisfied'. Factors like being a patient, injuries, residential area, and scene arrival time affected satisfaction. From 2015 to 2017, the satisfaction degree decreased every year, with factors affecting this results including "first aid guidance of phone call" and "rapidity of emergency medical services." The highest satisfaction factors were 'friendly acting of emergency medical services' and 'appropriate offer of emergency medical services', while the lowest satisfaction factors were 'first aid guidance of phone call' and 'adequacy of emergency medical team'. Conclusion: The quality of emergency medical services needs to be improved by managing the quality of phone call first aid guidance and the assignment of adequate emergency medical teams to increase user satisfaction.

• The Journal of Korean Medicine
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• v.27 no.2 s.66
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• pp.86-95
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• 2006

Purpose : This study was conducted to understand Oriental medical health services and analyze the relationships between the perceived Oriental medical health services and the effect, influencing patient satisfaction as. well as intentions of re-visiting such hospitals. Methods : SPSS 10.0, a statistical processing method, was used to process the study data and frequency and ANOVA analysis were used to analyze the differences. Also, Pearson correlation coefficient was performed to analyze the relationships between work satisfaction and health services quality, as well as patient satisfaction and intentions to re-visit such hospitals. Results : Most patients were satisfied with the service, but it was shown that improvement of facilities and medical equipment was needed. The survey showed higher satisfaction with longer experience of doctors and nurses. Staff recognition of health services quality seemed lower than patient satisfaction, so efforts to improve the health services and relationships between health services quality and patient satisfaction are necessary. Conclusion : Higher quality and satisfaction with Oriental medical health services are going to improve total re-use intention to a significant degree.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• International Journal of Knowledge Content Development & Technology
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• v.7 no.2
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• pp.21-40
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• 2017

Considering the need for quality health information and resultant health care services in any society, this study was carried out to look into the status of library and information resources and services provided by medical libraries in Enugu State, Nigeria. The main objective of the study was to find out the information resources and services available for medical library users towards quality health care provision. Five (5) medical libraries of major teaching hospitals were used for the study with 980 registered users as the study population from where 245 users were sampled. Observation checklist was used to collect data on resources while questionnaire was used to collect data from the respondents on the services provided. The Medical Library Association Standard guided the analysis of data from observation while frequency counts and mean scores were used to analyze data from the questionnaire. Major findings showed that even though some of the required resources and services are available and provided the medical libraries, most of the required resources and services are not adequately provided by these libraries.

• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.309-328
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• 2020

Purpose: The purpose of this study is to find a way to improve the quality of medical tourism education services in Korea. Methods: This study used a method of conducting a survey of students who have completed medical tourism education and customer satisfaction coefficient and potential customer satisfaction index were calculated by applying the Kano model. Results: The results of this study are as follows; First, Eight medical tourism education service quality factors were classified as an attractive quality attribute. Second, Thirteen medical tourism education service quality factors were classified as an one-dimensional quality attribute. Third, Online education operation factor was classified as an indifferent quality attribute. Fourth, Instructor quality factor and physical environment quality factor showed relatively high better and high worse coefficients. Finally, According to the PCSI index, it was found that the scope of improvement was the largest when focusing intensively on the quality factors of instructors. Conclusion: This study suggests strategic implications for nurturing excellent professional manpower through quality improvement of education services by identifying the quality factors of major medical tourism education services perceived by students.

• Health Policy and Management
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• v.27 no.1
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• pp.63-74
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• 2017

Background: This study aims to analyze quality of and satisfaction with Korea medical services and identify factors affecting medical service satisfaction, revisit, and recommendation intention among international patients. Methods: Secondary analysis of survey data conducted by Korea Health Industry Development Institute from June 10th to July 17th in 2013 was done using multiple regression and logistic regression analysis. The 191 international patients from 9 medical institutions in Seoul were enrolled. Results: The results showed that international patients were satisfied with 85.6 points out of 100.0 points. International patients appraised higher in staff service rather than other services. Factors influencing medical service satisfaction were gender, religion, medical specialty, length of stay, and quality of medical services. Quality of medical service explained 29.8% of medical service satisfaction and especially, 'doctor's care' and 'communication and patient respect' were significantly related to medical service satisfaction. Medical specialty had a significant influence on revisit intention. There were no statistically significant influencing factors of recommendation intention. Additionally, more satisfied patients were associated with higher revisit and recommendation intention. Conclusion: This study implies that quality of medical services is a critical factor for patient satisfaction and that satisfaction with medical services is an important factor for increasing revisit and recommendation intention among international patients. In addition, health care providers should consider cultural differences to enhance satisfaction with medical services for international patients. Therefore, multidimensional strategy is required to strengthen the cultural competency of healthcare providers.

• 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.