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KMID : 1155220180430010080
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Journal of the Korean Society of Health Information and Health Statistics
2018 Volume.43 No. 1 p.80 ~ p.88
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Difference in Recognition of Internal Customer Service Quality of Outsourcing Staff in Hospital Using IPA
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Kim Sung-Soo
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Abstract
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Objectives: This study was undertaken to analyze the difference between the expectation and performance of service quality provided by a medical institution with outsourced employees in charge of telephone booking services at the medical institution, and use the results to establish strategies for efficient outsourcing management tasks.
Method: The data were collected through a self-administered questionnaire survey of 197 employees providing telephone booking services at four upper-scale general hospitals located in Seoul. A paired t-test was used to analyze the difference between the expectation and performance of service quality, and an importance-performance analysis (IPA) was conducted to derive strategies.
Results: Among the determinants of perceived service quality, tangibles showed a great difference between expectation and performance and were found to be an area that requires urgent improvements with consistent interest and concern in the IPA matrix.
Conclusions: Therefore, there is a need for strategies to prioritize improvement in tangible aspects of service quality for internal customer satisfaction and maintain reliability and assurance.
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KEYWORD
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Hospital telephone booking, Service quality, Outsourcing, Expectation, Performance, IPA (importance-performance analysis)
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