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노인요양병원 입원환자가 지각하는 의료서비스품질 평가 -Kano모델에 근거한 Revised IPA를 활용-

원문정보

Assessment of Medical Service Quality Perceived by In-patients of Geriatric Hospitals -Using Revised IPA Applying the Kano's Model-

고민석

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초록

영어

The present study is aimed at assessing medical service quality as perceived by in-patients of geriatric hospitals and at analyzing the excitement factors by using revised IPA Applying the Kano's model for users' satisfaction. The data was collected from Nov. 5 to Dec. 7, 2012. Among a total of 503 cases of questionaries, only 419 cases were used. To data were analyzed by PASW statistics 18.0 and revised IPA applying Kano's model. The paired t-test results reveal that satisfaction was higher than the expectation level at a statistically significant level across all the medical service quality factors. The revised IPA results categorized facility convenience, hospitalization and care, and kindness as basic factors and medical reliability and access as excitement factors. In conclusion, medical reliability and access, which were identified as excitement factors of medical service quality, are essential opportunity factors for users and should accordingly be used as strategic factors to increase satisfaction with a geriatric hospital and induce customer surprise.

목차


 I. 서론
 II. 이론적 배경
  1. 의료서비스품질
  2. Kano모델에 근거한 Vavra의 Revised IPA
 III. 연구방법
  1. 연구대상 및 자료수집 방법
  2. 연구도구
  3. 분석방법
 IV. 연구결과
  1. 조사대상의 개인적 특성
  2. 측정변수의 타당도 및 신뢰도 검증
  3. 의료서비스에 대한 기대수준과 만족도 간의 차이 비교
  4. Revised IPA를 활용한 의료서비스품질 평가
 V. 고찰 및 결론
 REFERENCES

저자정보

  • 고민석 Min-Seok Ko. 전주비전대학교 보건행정학과

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