• 보건행정학회지
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• 제9권4호
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• pp.140-156
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• 1999

The purpose of this article was to review the basic concept of the SERVQUAL scale and to evaluate its usefulness in health care settings. The SERVQUAL scale was developed by Parasuraman et al. in 1988. Its purpose was to provide an instrument for measuring the quality of service that would apply across a broad range of services with minor modifications in the scale. The SERVQUAL scale is based on gap theory, which indicates the difference between consumers' expectations and their assessment of the actual performance of a specific firm. It has five dimensions to define service quality. These dimensions include: (1) tangibles' (2) reliability' (3) responsiveness' (4) assurance' (5) empathy. While the SERVQUAL scale has been tested in a number of health care settings. the findings have been mixed. So. health care marketers should be cautious in their use of the SERVQUAL scale. However, it is rare to find instruments that are as well validated as SERVQUAL appears to be. As well the SERVQUAL scale provides valuable information about the quality of health care service.

• 한국의료질향상학회지
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• 제18권1호
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• pp.71-78
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• 2012

Background : The objective of this study was to examine the effect of management system for the appropriate prophylactic use of antibiotics in surgical patients at a tertiary hospital from 2007 to 2010. Methods : We collected clinical data of three different surgical procedures(colectomy, heart surgery, hysterectomy) for three months of 2007 and 2010, respectively. The number of total cases was 245(137, 54, 54) in 2007, 240(133, 42, 65) in 2010. We measured the rate of use of inappropriate prophylactic antibiotics, administration within 1 hour prior to the incision and the antibiotics prescription days after surgery. To evaluate the effectiveness of the management system, the results of the two groups(Group1=2007, Group2=2010) were compared by t-test, chi-square test or Fisher's exact test. Result : The rate of Aminoglycoside uses decreased drastically from 11.4% to 0.8%(P<.001). The selection of 3rd/4th Cephalosporin dropped from 11.8% to 5.8%(P=.020). The combination of antibiotics decreased from 27.8% to 11.7%(P<.001). The antibiotic prescription rate on discharge declined from 11.8% to 2.5%(P<.001) and the number of antibiotics prescription days after surgery was shortened from 4.2 days to 2.3 days(P<.001). No significant difference in the rate of administration within 1 hour between two groups was found. Through 3-year management, 5 out of 6 measures were significantly improved(except the administration within 1 hour). The rate of surgical site infection decreased from 2.4% to 1.3%(P=.504). Conclusion : The findings demonstrate that the management system for the prophylactic use of antibiotics in surgical patients was effective in decreasing the rate of surgical site infection during 3 years.

• 성인간호학회지
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• 제26권5호
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• pp.543-552
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• 2014

Purpose: The purpose of this study was to develop integrated evaluation indicators of home care services in the hope that the increasing group of long-term home care patients could receive quality care services. Methods: The development involves a methodological study on a development phase and a verification phase. The main survey at a verification stage was conducted by the staffs at 146 institutions who agreed to participate on this study. Results: The evaluation index for the integrated home visit care consisted of five categories and 57 indicators including Managing Institution (12), Environment and Safety (3), Right and Responsibility (7), Process of Care (31) and Results of Care (4). The criterion-related validity was verified in regard to the participation in the 2010 evaluation of long-term home-care institutions by the National Health Insurance Corporation. Conclusion: The evaluation index of the integrated home visiting care developed in this study is considered suitable to utilize as evaluating indicators in managing and evaluating the way of how institutions integrate and provide home visit care services as well as home nursing care services.

• 지역사회간호학회지
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• 제12권3호
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• pp.570-581
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• 2001

The purpose of this study was to analyze consumers' expectation. perception and satisfaction. The subjects in this study were 200 employees who were employed in a department store. They experienced nursing services from the primary care center at the department store. The results were as follows: 1. The rank of perceived significance of nursing services is tangibility, reliability, assurance, responsiveness. and empathy, respectively. 2. The rank of perceived service quality is empathy. responsiveness. assurance. reliability. and tangibility. 3. The rank of expectation and the rank of perception about nursing services are same. They are assurance, reliability, responsiveness, tangibility, and empathy respectively. 4. The regression analysis, which related the effect of perceived service quality to consumers satisfaction, had R2 value of 22.9%. From the above results, it can be concluded that the higher consumers' satisfaction can be explained by the greater perceived service quality.

• 한국의료질향상학회지
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• 제4권1호
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• pp.116-124
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• 1997

Background : As parking problem caused by increasing owner-driver and patients concentrating to a general hospital is becoming one of the dissatisfactions in medical care. It is time that a general hospital should solve the parking problem in a desirable way. The purpose of this survey is to let the clients understand the basic motivation of the pay parking and develop the better parking system. Methods : Clients of a tertiary care hospital in Chon-ju were surveyed by means of a questionnaire. All in all, 193 subjects answered the questionnaire. Results : In relation to previous experiences, 39.6% of the subjects experienced inconvenience with confused parking lot and the shortage of parking space. Under the current parking system, the subjects who felt the available parking space was enough were more than those who didn't 62.7% of the subjects answered that they could find the parking lot easily. 33.2% of the subjects mentioned that it was not easy to drive in the parking area ; The reasons were pointed out the shortage of space, disordered parking, and insufficient guide. 12.8% of the subjects satisfied with the current administering system of parking lot. The outpatients were more affirmative than the admitted patients about the charging system. As for the parking fee, 64% of the subjects answered that it is expensive, and 89.5% of the subjects thought imposing of parking fee is irrational. Conclusion : To say as a whole, the basic purpose of the charging system are more or less accepted. However, the management details like parking facilities and payment method are dissatisfactory, so it is necessary to improve the management system. It is also noted that the inpatients showed more negative attitude than the outpatients with the charging system. To secure a more convenient parking, the parking system should be considered in relation to the information service, kind guidance, improve facilities, personnel cooperation, fix outpatient scheduling system, etc.

• 가족자원경영과 정책
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• 제14권3호
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• pp.69-85
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• 2010

The purpose of this study is to investigate the home-health-care workers licensing education course in Seoul, Korea. Based on the previous research, a conceptual model was suggested explaining the dynamics of perceived educational service quality (SERVQUAL), educational satisfaction and the occupational readiness. The data set for this study drawn from the 297 self-administered surveys were analyzed with the suggested conceptual model by utilizing AMOS program. The measurement models and conceptual model fit well with the collected data set. As results of this study, 5 domains of SERVQUAL were produced including accountability, trustiness, responsiveness, sympathy, and assurance. The results of structural modeling with latent variables confirmed that SERVQUAL were influenced perceived educational satisfaction as well as occupational readiness. Among the SERVQUAL domains, accountability, trustiness, responsiveness, and assurance had significant impacts on the educational satisfaction while accountability, trustiness and responsiveness had significant direct effects on the occupational readiness. The trustiness had significant indirect effects on the occupational readiness via the educational satisfaction. Hence, the educational satisfaction had the significant impacts on the occupational readiness. Based on the findings of this study, we suggest to intense the educational program or curricular focusing on the SERVQUAL elements. Those changes will enhance self-confidence among the prospective home-health-care workers as well as public trustiness on the national long-term care program.

• 아동학회지
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• 제36권5호
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• pp.1-18
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• 2015

The purpose of this study is to understand how the factors related to quality in child care services effect decision making of parents to use such services again, using the parameter of parental satisfaction as a measure. In order to support the researcher's hypothesis, data was gathered from 566 households who send their children to one of the child care facilities in Goyang-Shi, Gyeonggi-Do. The collected data was then analyzed by means of structural equation modeling. The results of the analysis showed that the higher the level of assurance, service tangibility and empathy were, the more the parents were satisfied with the service. The more they were satisfied, the possibility of using the service again increased relatively. In conclusion, various political and practical implications were also addressed and discussed on the basis of these results, with the aim to improve the factors of quality in child care services and parental satisfaction.

• 의료ㆍ복지 건축 : 한국의료복지건축학회 논문집
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• 제19권4호
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• pp.19-28
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• 2013

Purpose: The purpose of this study to assess long-term care facilities in Seoul and certificate Seoul-type elderly care facilities. After certification, Seoul city can provide certificated facilities with budget and support to improve service quality. Methods: Questionnaires to elderly care facilities experts and field surveys to facilities in Seoul have been conducted for the data collection. Results: The result of this study can be summarized into three points. The first one is that a direction of operation for Seoul-type elderly care facilities is to improve manpower and provide special program for enforcing quality assurance. The second one is that this study provide index of evaluation for Seoul-type elderly care facilities. The indexes include management, facility environment and safety, service delivery process, and service results. The third one is that management plan for this policy should be carried out. The management plan include demonstration project, opinion research. Implications: Seoul-type elderly care facilities can have positive effects on quality of service. For the introduction of this policy, Seoul city and autonomous Gu have to make careful preparations for this policy.

• 한국의료질향상학회지
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• 제2권1호
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• pp.126-135
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• 1995

Background: Korean Hospital Standardization Program(KHSP), as a hospital accreditation program initiated and promoted by Korean Hospital Association since 1981, has played a key role in the hospital quality improvement in structural aspect particularly. Recently, however, KHSP has been critisized by hospitals and health personnels in that it is unpractical to be utilized as an initiative to improve hospital quality. In particular, the section of quality assurance in KHSP, strongly influenced by old version of Hospital Accreditation of Joint Commission in U.S.A., has been required to be fundamentally revised. For design of new criteria in quality assurance section, a survey for evaluation of existing program and collection of opinions for ideal one was conducted. Methods: For a month in 1994, structured questionnaires were administered by mailing to 470 hospital staffs from 200 hospitals, participated in the survey for the 1994 KHSP in each hospital. The total number of respondents was 116. Results: Less than half of the respondents(34.5%) value positively on the impact of current KHSP in general on the quality improvement of their hospitals. Moreover, most responses indicated that KHSP should be reorganized towards more practical and applicable one. Current KHSP criteria for quality activities in hospitals were regarded as a unpractical one which should be basically renewed. For new criteria and standards, most respondents emphasized the importance of applicability of those in real situations. Conclusion: For the KHSP to be effective, new evaluation criteria for quality activities should be more practical and fully accommodated to hospital situations in reality.

• 한국의료질향상학회지
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• 제5권1호
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• pp.76-91
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• 1998

Background : The purpose of this study was to understand general attitudes of physicians toward hospital quality improvement activities who have been members of QA committee in 32 Korean university hospitals. Methods : A postal survey about opinions of hospital quality improvement activities and desirable policy directions was sent to 328 QA committee member physicians. The questionnaires were composed of 48 items. In total 152 physicians responded to this survey(response rate: 49.3%). This study was carried out from January to February 1996. Results : Most physicians(97.5%) recognized the necessity of hospital QA activities. The most dominant supporting reason for quality activities was to improve clinical outcome. Two thirds of physicians regarded their own hospital activities for quality improvement as inactive. They considered that the obstacles were too little concern(33.6%), unclear objectives(28.9%), lack of human resources(14.3%), and insufficient education and training for quality improvement(10.1%). The most favoring policy among respondents was to give health care providers economic incentives. Provision of education and training for implementing quality improvement was the next to it. Physicians revealed their preferences for professional society, government, health insurance societies, consumer groups, hospital labor unions, and mass media in sequence as sponsoring agencies for hospital accreditation program. Conclusion : These study suggested that the concrete means for motivating physicians and promoting constructive partnership among related parties should be developed in order to activate current hospital quality activities in Korea.