본문 바로가기
KERD
논문KCI 등재

현장실사에 의한 의료 서비스품질 개선방안 모색

Health-care Service Quality Improvement Using Walk-through Audit

신지연|류문찬
한국품질경영학회 (Korean Society For Quality Management)|2013.12|품질경영학회지 (Journal of Korean Society for Quality Management)|제41권 제4호|pp. 527-540|DOI http://dx.doi.org/10.7469/JKSQM.2013.41.4.527

0

조회

0

다운로드

5

인용

0

참고문헌

키워드

Service QualityHospitalService BlueprintWalk-through Audit(WtA)Customer-provider Analysis
주제분류학제간연구

초록

Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to ‘problem unawareness’ zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to ‘problem awareness’zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.

Abstract

Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to ‘problem unawareness’ zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to ‘problem awareness’zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.

참고문헌 (36)

  1. Chen, Hsiang R., "Applying the ISO 9001 Process Approach and Service Blueprint to Hospital Management Systems", The TQM Journal, 24(5), pp.418~432 (2012)
  2. 정은미, "서비스청사진의 실수가능점 분석을 통한 항공사 기내서비스의 고객 불만 분석", 호텔경영학연구, 18(6), pp.267~286 (2009), 한국호텔외식관광경영학회
  3. Chuang, Pao-Tiao, "Combining Service Blueprint and FMEA for Service Design", The Service Industries Journal, 27, pp.91~104 (2007)
  4. Eiriz, Vasco, "Quality Evaluation in Health Care Services Based on Customer-Provider Relationships", International Journal of Health Care Quality Assurance, 18, pp.404~412 (2005)
  5. Fitzsimmons, James A., "Service Management: Operations, Strategy and Information Technology" (2011), McGraw-Hill
  6. Fitzsimmons, James A., "A Walk-through Audit to Improve Restaurant Performance", The Cornell Hotel and Restaurant Administration Quarterly, 31(4), pp.95~99 (1991)
  7. 한상숙, "의료서비스 품질요인이 환자충성도에 미치는 영향에 관한 연구 : SERVPERF 척도를 중심으로", 품질경영학회지, 35(1), pp.61~72 (2007), 한국품질경영학회
  8. Hume, Margee, "Understanding Service Experience in Non-Profit Performing Arts: Implications for Operations and Service Management", Journal of Operations Management, 24, pp.304~324 (2006)
  9. Johnston, Robert, "Service Transaction Analysis: Assessing and Improving the Customer’s Experience", Managing Service Quality, 9(2), pp.102~109 (1999)
  10. 김진현, "KTX도입 이후 암환자의 의료이용 변화", 한국철도학회논문집, 13(2), pp.236~243 (2010), 한국철도학회
  11. Kim, Kwon-Soo, "The Service Map of Food & Beverage Department in Hotel", Journal of Tourism Policy, 9(2), pp.39~57 (2003)
  12. 김경환, "의료기관 이용고객의 재방문의도와 구전효과에 영향을 미치는 서비스 품질요인에 관한 연구", 품질경영학회지, 39(1), pp.15~23 (2011), 한국품질경영학회
  13. Kingman-Brundage, Jane, "Technology, Design and Service Quality", International Journal of Service Industry Management, 2, pp.47~59 (1991)
  14. Kingman-Brundage, Jane, "Service logic: Achieving Service System Integration", International Journal of Service Industry Management, 6(4), pp.20~39 (1995)
  15. Koljonen, Elsa L. L., "Walk-through Audit Provides Focus for Service Improvements for Hong Kong Law Firm", Managing Service Quality, 10(1), pp.32~46 (2000)
  16. 송지준, "서비스산업 종사원의 감정부조화, 소진, 조직몰입간의 구조적 관계: 콜센터 상담직원을 중심으로", 고객만족경영연구, 13(2), pp.103~123 (2011), 한국고객만족경영학회
  17. 이근찬, "지방과 서울 대형병원에 대한 지방 주민의 서비스 품질 인식 차이", 보건경제와 정책연구, 17(1), pp.1~23 (2011), 한국보건경제정책학회
  18. 이혜준, "서비스 청사진과 FMEA의 결합에 의한 인터넷 쇼핑몰 서비스 실패관리", 품질경영학회지, 39(2), pp.217~233 (2011), 한국품질경영학회
  19. 이지민, "항공사 기내서비스의 서비스청사진 분석에 관한 연구", 품질경영학회지, 38(4), pp.593~600 (2010), 한국품질경영학회
  20. Lee, Sang-Shik, "Walk-through Audit For Enhancing Total Customer Experience: The Case of Full Service Restaurant", International Journal of Business Research, 10, pp.141~146 (2010)
  21. 이상식, "성공적인 고객 경험 관리를 위한 서비스 경험 실사 - 커피전문점 적용 사례 연구 -", 대한경영학회지, 25(1), pp.529~543 (2012), 대한경영학회
  22. Liu, Jiexin, "Patient Bypass Behavior and Critical Access Hospitals: Implications for Patient Retention", The Journal of Rural Health, 23(1), pp.17~24 (2007)
  23. Martilla, John A., "Importance-Performance analysis", Journal of Marketing, 41(1), pp.77~79 (1977)
  24. 오병관, "Kano 모형을 이용한 병원의 서비스 품질 요소의 분류 -인천, 경기남부지역 대학병원을 중심-", 병원경영학회지, 14(4), pp.88~102 (2009), 한국병원경영학회
  25. Paquet, Catherine, "A Blueprint-Based Case Study Analysis of Nutrition Services Provided in a Mid-term Care Facility for the Elderly", Journal of the American Dietetic Association, 103(3), pp.363~368 (2003)
  26. 박근완, "서비스 청사진을 이용한 병원서비스 개선방안에 관한 연구", 한국IT서비스학회지, 7(2), pp.223~242 (2008), 한국IT서비스학회
  27. Rasila, Heidi M., "Workplace Experience– a Journey Through a Business Park", Facilities, 27, pp.486~496 (2009)
  28. 노미정, "환자만족도에 영향을 미치는 의료서비스 품질 요인: A 중소병원 입원·외래환자 간 차이", 디지털융복합연구, 11(2), pp.331~339 (2013), 한국디지털정책학회
  29. Rodie, Amy R., "Assessing Quality as Pressure Mounts for Clinics to Deliver Quality, Medical Practice Blueprints and Genograms Serve as Useful Tools", Marketing Health Services, 19(2), pp.16~24 (1999)
  30. Rowley, Jennifer, "Measuring Total Customer Experience in Museums", International Journal of Contemporary Hospitality Management, 11(6), pp.303~308 (1999)
  31. Shostack, G. Lynn., "Designing Services That Deliver", Harvard Business Review, 62(1), pp.133~140 (1984)
  32. Stauss, Bernd, "Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities", International Journal of Service Industry Management, 4, pp.41~62 (1993)
  33. Tai, Wan-Tzu C., "Hospital Choice of Rural Medicare Beneficiaries: Patient, Hospital Attributes, and the Patient-Physician Relationship", Health Services Research, 39(6), pp.1903~1922 (2004)
  34. Torres, E. Joseph, "Quality Improvement Techniques to Improve Patient Satisfaction", International Journal of Health Care Quality Assurance, 17(6), pp.334~338 (2004)
  35. Tseng, Mitchell M., "Mapping Customer's Service Experience for Operations Improvement", Business Process Management Journal, 5(1), pp.50~64 (1999)
  36. 윤경일, "병원의 서비스개선 우선순위 설정을 위한 IPA 적용", 병원경영학회지, 14(2), pp.21~40 (2009), 한국병원경영학회

이 간행물의 다른 논문 (17건)

초우량 조직을 위한 품질경영혁신 도전 -한국과 중국의 비교-속대붕, 김계수pp. 499-512호텔 서비스 자원에 따른 운영역량과성과의 차이에 관한 연구조정은pp. 513-526환자관점에 따른 대형병원의 응급의료서비스 개선연구조철호, 이은지pp. 541-5546 시그마와 SERVQUAL을 활용한 병원서비스 혁신지표개발박원숙, 이상철, 박상찬, 오가은, 한상숙pp. 555-566소비자 이슈에 대한 CSR 활동의 산업별 차이분석김광용, 서영호, 이상철pp. 567-580
원문 보기