Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A multi-item measurement scale of healthcare service quality: an evaluation indicators of healthcare certification

의료서비스 품질 측정 요인: 의료서비스 인증 평가지표를 중심으로

  • 최병돈 (한림대학교 경영학부) ;
  • 이돈희 (서강대학교 경영전문대학원 BK21) ;
  • 윤성대 (한림대학교 강남성심병원)
  • Received : 2012.07.13
  • Accepted : 2012.08.06
  • Published : 2012.09.30
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Abstract

Purpose: Considering various measurements for healthcare service quality, the purpose of this study is to examine measurement items for healthcare service quality (HCSQ) based on previous study and service quality evaluation institutions in the international community. Methods: The proposed research model was tested using measurement analysis, based on data collected from 387 respondents in the selected hospital with more than 500 beds in South Korea. Results: The results of the study shed insights about the relative importance of quality items as degree of improvements of care services tangible, safety, efficiency, and empathy. Also, the study provides new measurement model for healthcare service quality. Conclusion: Healthcare organization thrives to find the key factors for improving quality of care and service that meet customers' needs and expectations.

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