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KMID : 0371020000330040495
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Journal of Preventive Medicine and Public Health
2000 Volume.33 No. 4 p.495 ~ p.504
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Dimensions of Consumer Ratings of a Hospital Outpatient Service Quality
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Moon Ki-Tae
Yu Seung-Hum
Cho Woo-Hyun
Kim Dong-Kee
Lee Yun-Hwan
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Abstract
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Objectives : To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service.
Methods : A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer`s ratings of health care service received. The response rate was 92.80/o with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension.
Results : The 5 dimensions were as follows 1) physician services, 2) non-physician services. 3) process 4) facilities, and 5) cleanliness. A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness.
Conclusions : The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.
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KEYWORD
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Quality of health care, Consumer satisfaction, Factor analysis
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