SERVQUAL을 이용한 병원 의료 서비스 품질측정
Quality measurement in health care service with SERVQUAL model
SERVQUAL 병원 의료 서비스 품질측정;
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Health care is most challengeable part in Korean society because of life quality upgrade. However, quality concept and measurement method have not been developed. Therefore, in this paper we consider the quality measurement method using revised SERVQUAL model to patients, nurses, and administrative staffs in 3 general hospitals in Daegu city in South Korea. We found out that 3 stakeholder groups was not satisfied with waiting time in hospital, prompt response to patient's request. And they thought important factor is medical knowledge and kindness of employer, detailed description about medical care process, and respectful attitude to patients.