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KMID : 0861120170210030065
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Korean Journal of Oriental Preventive Medicine
2017 Volume.21 No. 3 p.65 ~ p.73
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A Comparative Analysis on the Service Quality Between Korean and Western medicine clinic using the IPA Technique
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Lee Jeong-Won
Lee Hai-Woong
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Abstract
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Objectives : The purpose of this study is to investigate on the Korean and Western medicine clinic quality to use IPA matrix and to establish a Korean medicine service management strategy.
Methods : In order to achieve the research purpose, medical consumers who visited 3 Korean and Western medicine clinics were surveyed. frequency analysis, paired t-test were used for the statistical analysis, and the mean of each variable was used for IPA analysis.
Results : The major results of analysis are as follows: It was confirmed that the skill and the kindness of the human resources were important in both the Korean medicine clinic and the Western medicine clinic. And it was confirmed the difference of the satisfaction rate and IPA between the Korean medicine clinic and the Western medicine clinic. Especially Medical devices and equipment, Easy booking, reception, payment procedure were different in IPA analysis.
Conclusions : We confirmed the similarities and differences between Korean medicine clinics and Western medicine clinics in terms of importance, satisfaction, and IPA. On the basis of these results, Korean Medicine clinic could arrange a management strategy in consideration of consumers’ choice attribute.
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KEYWORD
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IPA matrix, Korean Medicine clinic, Medical service quality, Medical service management, Importance-Performance
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