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KMID : 0926620090140020021
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Korean Journal of Hospital Management
2009 Volume.14 No. 2 p.21 ~ p.40
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An application of Important-Performance Analysis to set the service improvement priority in hospital
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Youn Kyung-Il
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Abstract
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An application of Important-Performance Analysis to set the service improvement priority in hospital Youn, Kyung-Il Keimyung University, School of Medicine, Dept. Medical Informatics The importance-performance analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for the customer satisfaction. This study attempted to compare various different approaches of IPA such as direct and indirect measurement of importance, and traditional four quadrants grid model and diagonal grid model of IPA. Data on 17 inpatient service quality attributes were collected from 234 inpatients of a general hospital. Eight IPA grids were produced to compare the result of each model. Based on the study results the strength and weakness of each model were discussed, and a set of recommendations for practical application of the IPA in hospital settings was suggested.
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KEYWORD
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Importance-Performance Analysis, Patient Satisfaction, Priority Setting, Quadrant model, Diagonal Model
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