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KMID : 1002520110050010045
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Korean Journal of Health Service Management
2011 Volume.5 No. 1 p.45 ~ p.60
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An Exploratory Study on Quality of Care-Giving Service with Use of SERVQUAL -Targeting Inpatients of Long-Term Care Hospitals in Daejeon Region-
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Kim Chang-Suk
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Abstract
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The purpose of this study is ultimately to contribute to enhancing quality of patients’ life, by grasping quality level of care-giving service that is recognized by inpatients of long-term care hospital, and by pursuing a plan for improving quality of care-giving service based on this. For this, targeting 500 patients who entered 40 long-term care hospitals in Daejeon Metropolitan City, the quality of service was multi-dimensionally grasped by using SERVQUAL scale. As a result of research, the quality of care-giving service, which is recognized by patients as survey subjects, tended to be relatively high with about 4 points as a whole out of 5-point perfection. By item, reliability was indicated to be the highest with 4.56 points. The next was surveyed to be in order of tangibility, empathy, responsiveness, and assurance.
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KEYWORD
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SERVQUAL, Quality of Care-giving Service, Long-Term Care Hospital
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