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KMID : 0926620150200020039
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Korean Journal of Hospital Management
2015 Volume.20 No. 2 p.39 ~ p.56
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Improvement Prioritization of Health and Medical Service Quality Attributes using PCSI Index - Focused on One Upper Level General Hospital -
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Kim Jung-Hee
Park Chun-Man
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Abstract
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This study calculated the potential customer satisfaction improvement index (PCSI index) and average satisfaction coefficient (ASC) by categorizing quality attributes based on the Kano analysis for medical service quality. This study seeks to suggest ways to increase the efficiency of medical business management by determining priority to improve after applying the indexes to IPA. To achieve such purposes, this study conducted a survey on 150 outpatients of a premium general hospital and 200 workers in four different sections in the same hospital. As a result of the analysis, there was a difference in the awareness of service quality to improve patient satisfaction between the outpatients and workers. Therefore, the focus should be put on those items deemed important by the patients rather than those that the workers called attention to in order to effectively improve service quality. Along with efforts to alleviate or eliminate inconveniences experienced by patients, it is necessary to provide training programs for workers on customer reception and management such as delivering services with a kind manner and giving explanations in a proper and professional manner and exhibiting the right attitude.
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KEYWORD
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Kano model, ASC, PCSI index, IPA, outpatient satisfaction
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