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KMID : 0613620170370010463
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Health Social Welfare Review
2017 Volume.37 No. 1 p.463 ~ p.494
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Healthcare Optimization of Customer Satisfaction Evaluation for Outpatient
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Ji Eun-Hee
Kang Sung-Hong
Kim Yoo-Mi
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Abstract
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This study designed and analyzed a outpatient satisfaction survey based on service optimization method. The items of the survey were designed based on a outpatient service blueprint. The survey was conducted of 1,677 outpatients and 909 hospital workers using walk through audit (WtA) method. Descriptive analysis, ANOVA, and interactive decision tree were used for analysis, especially interactive decision tree was analyzed for selecting the optimum solution of improving outpatients' satisfaction. Overall score for staff and outpatient was 74.1 and 83.3 respectively. The lowest score in the sector of outpatient service was the process of service. For improving overall score of outpatient satisfaction, the process of outpatient service should be improved for the aspects of revisit and recommendation intention. We could confirmed the usefulness of the service optimization method for designing the customized survey tools, detecting the gap between staff and outpatient, differences of job type and job position, and developing alternatives to improve patient satisfaction based on staff opinion using interactive decision tree. Through this study, we concluded that it is useful to apply the service optimization method to the hospital customer satisfaction assessment. It is necessary to expand further research into various field not only patient satisfaction study.
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KEYWORD
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Quality Management, Customer Satisfaction, Customer Experience, Service Blueprint, WtA (Walk through Audit), Interactive Decision Tree, Healthcare Service Optimiza
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