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KMID : 1138720040300020139
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Korean Public Health Research
2004 Volume.30 No. 2 p.139 ~ p.151
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Influences of National Health Insurance Corporation`s TQM upon Inner-Customers` Satisfaction
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Baek Woo-Jin
Nam Chul-Hyun
Sin Joong-Kyu
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Abstract
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This paper aimed at knowing influences of TQM factors upon satisfaction rates of inner customers. Study subjects
were 1,362 employees of National Health Insurance Corporation in Seoul, Kyungin, Daejeon, Kwangju, Daegu, Busan,
a questionnaire survey was implemented during April and May, 2003. 1. Among TQM factors, in relations between TQM source variables, significant differences of leadership were found by sexual distinction, age, working-department, working-post, working-district, working-years, significant differences of group-culture were found by age, workingdepartment, working-post, working-district, working-office. In relations between TQM activity variables, significant differences of human resource management were found by educational career, working-post, working-district, significant differences of educational training were found by age, educational career, working-department, working-post, working-district, working-years, significant differences of employees’ participation were found by age, working-post, working-district, working-office, s~gnificant differences of service-quality strategy were found by working-post, working-district, significant differences of benchmarking were found by sexual distinction, educational career, working-depar, trnent, working-post, working-district, working-office, significant differences of service-management quality were found by sexual distinction, age, educational career, worklng-department, working-post, working-district, working-years, significant differences of quality-information system were found by working-post, working-district, significant differences of service-quality were found by age, educational career, working-post, workingdistrict, working-years. In relations between TQM outcome variables, significant differences of inner-customers’ satisfaction were found by sexual distinction, age, educational career, working-post, working-district, working-years. 2. Factors significantly influencing inner-customers’ satisfaction were group-culture, human resource management, educational training, employees’ participation, service-quality strategy, benchmarking, service-management quality, service-quality. Among these factors, service-quality influenced biggest on inner-customers’ satisfaction rate, and regression coefficient was 0.289, the next order was human resource management(b=0.133), service-quality strategy(b=0.131).
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KEYWORD
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TQM, Inner-customers` satisfaction
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