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병원 고객만족도 측정방법에 대한 비교분석

Other Titles
 Comparative Analysis of Models for Measuring Consumer Satisfaction in Health Care Organization 
 이선희  ;  최귀선  ;  강명근  ;  조우현 
 Korean Journal of Preventive Medicine (예방의학회지), Vol.34(1) : 55-60, 2001 
Journal Title
 Korean Journal of Preventive Medicine (예방의학회지) 
Issue Date
Consumer satisfaction ; SERVPERF ; Non-Diff ; SERVQUAL
Objectives : The SERVQUAL scale is based on gap theory, which suggests the difference between consumers' expectations and the quality of the medical service actually received. However, problems in the implementation of the SERVQUAL scale have been identified by several researchers. Some researchers have proposed a simple performance-based measure (SERVPERF) or au exportation-controlled performance-based measure(Non-Diff) as alternatives to the SERVQUAL scale. On the basis of the theoretical concerns discussed, we examined the capability of each of the three scales(SERVQUAL, Non-Diff, SERVPERF) to explain variations in consumer satisfaction. Methods : Data was gathered from a self-administered questionnaire in a 430 bed hospital. Questionnaires evaluating medical services were distributed to 180 ambulatory patients. A total of 167 usable questionnaires were gathered. The questionnaire was composed of 10 expectation, performance and expectation-controlled performance items. In addition, overall satisfaction and purchase intention were measured. Results : Compared with the SERVQUAL scale, the Non-Diff and SERVPERF scales better explained the observed variations in consumer satisfaction(SERVOQUAL, R^2=0.29; Non-Diff, R^2=0.51. ;SERVPERF, R^2=0.48) and purchase intention(SERVQUAL, R^2=0.22; Non-Diff, R^2=0.33; SERVPERF, R^2=0.34). Conclusion : The maier conclusion from our study is that the Non-Diff and SERVPERF scales are more efficient in assessing consumer satisfaction than the SERVQUAL scale. Therefore we suggest that consumer satisfaction he measured by the Non-Diff or SEVPERF scales.
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1. College of Medicine (의과대학) > Dept. of Preventive Medicine and Public Health (예방의학교실) > 1. Journal Papers
Yonsei Authors
Cho, Woo Hyun(조우현)
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