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SERVQUAL을 이용한 병원 의료 서비스 품질측정 원문보기
Quality measurement in health care service with SERVQUAL model

  • 저자

    장기찬

  • 학위수여기관

    경북대학교 경영대학원

  • 학위구분

    국내석사

  • 학과

    생산관리전공

  • 지도교수

  • 발행년도

    2004

  • 총페이지

    vi, 52p.

  • 키워드

    SERVQUAL 병원 의료 서비스 품질측정;

  • 언어

    kor

  • 원문 URL

    http://www.riss.kr/link?id=T10045442&outLink=K  

  • 초록

    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.


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