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KMID : 0387320030130040028
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Korean Journal of Health Policy and Administration
2003 Volume.13 No. 4 p.28 ~ p.47
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Users satisfaction of health care service in public health centers: in a metropolitan area
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Lee Ga-Eon
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Abstract
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The purpose of this study was to assess the user´s satisfaction of health care service in public health centers in Busan. The study respondents were 212, those who visited health centers for health care service. Data were collected in July 2002 by using SERVQUAL(comprehensive service quality measurement scale) and 3 open questions for more details about service satisfaction and the needs for health care service. SERVQUAL has 5 dimensions; tangibles, reliability, responsiveness, assurance and empathy.
The results were as follows
1. The users reported more satisfaction at ´just service cost´, ´convenient service procedure´ and ´clean physical environment´ at SERVQUAL. Among them the highest rated item was ´service cost´. And the less satisfaction items were ´understanding and individual concerns about service users´. ´medical equipment´ and ´health center facilities´.
2. There were no statistical differences by general characteristics except for the kind of services rendered. Those who visited for physical examinations and laboratory tests reported lower satisfaction than any other groups.
3. At the open questions, the respondents expressed that they were satisfied with the low service cost, kindness of employee and clean environment. But they criticized the old facilities and worn medical equipment, in addition to the less than kind attitudes.
These strengths and weaknesses of health center´s service could be applied for planning of customer-centered health care service.
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KEYWORD
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Patient satisfaction, Health center, SERVQUAL
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