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KMID : 1235020180120010027
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Health Service Management Review
2018 Volume.12 No. 1 p.27 ~ p.38
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A Study on the Selective Attributes of General Hospitals using Revised IPA: Focusing on Comparison of Outpatients and Inpatients
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Cha Jae-Bin
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Abstract
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The purpose of this study is to identify the priorities of selection attributes of general hospitals using revised IPA. In particular, we want to classify the patient type as outpatient and inpatient, and compare the selection attributes of hospital. And to establish a management plan to improve the overall satisfaction of the hospital. A total of 1,409 copies were collected (recovery rate: 93.9%) for the final analysis. First, outpatients were consistently maintained with five attributes of hospital 's latest equipments, doctor' s medical ability, service kindness, cleanliness of hospital, bathroom and convenience of moving. In addition, attributes that require priority improvement efforts appeared to have a medical process, hospital reputation. inpatients were seven attributes of hospital 's latest equipments, doctor's medical ability, medical process, hospital reputation, service kindness, cleanliness of hospital, bathroom and convenience of moving. Second, the effects of general hospital choice attributes on overall satisfaction were analyzed. The relative influence of outpatients was in the following order: doctor`s medical ability, hospital reputation, medical process, service kindness, cleanliness of hospital. The relative influence of the inpatients was in the following order: doctor`s medical ability, hospital reputation, service kindness, cleanliness of hospital, medical process, hospital 's latest equipment. The results of this study are expected to be basic data for the efficient management of medical service quality in the medical environment where competition among general hospitals is intensifying.
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KEYWORD
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General Hospitals, Revised IPA, Selective Attributes, Outpatients, Inpatients
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