의료서비스 품질관리를 위한 프로세스 접점별 허용구간 개발에 관한 연구 : 중소병원을 중심으로

Abstract

This study examined the expectation levels of customers of small and medium hospitals on adequate services for each medical service process encounter to identify the zone of tolerance and identified the service quality perceived at each service encounter. Also, it compared and assessed the zone of tolerance for each encounter’s service quality and perceived level of quality to find out the encounter where the customers of small and medium hospitals are fairly satisfied or dissatisfied with the services. Moreover, it explored the importance of influence of small and medium hospitals on medical service satisfaction level and customer satisfaction level. The study results are as follows:Firstly, the customers’ lowest expectation levels of adequate service by encounter before they visit small and medium hospitals showed that their expectation level on ‘entry service encounter’ was the lowest and that on ‘exit service encounter’ was the second lowest. Secondly, the customers’ desired level of service by encounter before visiting small and medium hospitals showed that their expectation level on ‘medical consultation service encounter’ was the highest and that on ‘treatment and prescription service encounter’ was the second highest. Thirdly, as a result of comparison and assessment of the zone of tolerance and perceived service quality level by encounter, it was found that service quality perceived at ‘waiting service encounter,’ ‘medical consultation service encounter,’ and ‘medical bill payment service encounter’ were lower than the level of adequate services. In other words, their perceived service levels were outside the zone of tolerance, and, as a result, the customers were unsatisfied with the services the hospitals provided. Also, the service quality level at ‘reception service encounter’ and ‘exit service encounter’ were within the zone of tolerance or relatively high, meaning that the customers were generally satisfied with the services provided. And lastly, it was identified that ‘medical consultation service encounter,’ ‘medical bill payment service encounter,’ ‘reception service encounter’ were encounters that have a significant positive influence on the general satisfaction of the medical service provided by small and medium hospitals and, among them, the service quality at ‘medical consultation service encounter’ has the greatest influence on the overall satisfaction of medical services followed by ‘medical bill payment service encounter’ and ‘reception service encounter.’