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이강(Ghang Lee),안미애(Mi Ae Ahn) 한국정부학회 2011 한국행정논집 Vol.23 No.4
병원선에서 제공하는 의료서비스가 무의도서 주민의 건강증진에 기여하고 있다. 본 논문의 목적은 Parasuraman(1988)이 개발하여 국내외적으로 서비스 측정도구로 활용되고 있는 SERVQUAL 모형을 사용하여 병원선 의료서비스를 측정하고 그 관리 전략을 제시하려는 것이다. 조사대상은 전남의 목포시, 무안군, 영광군, 신안군, 진도군에 거주하면서 병원선 의료서비스를 이용한주민 중 198명을 임의 표집하였다. 조사지의 배포 및 회수는 병원선의 근무하고 있는 공무원(보건직)의 조력을 받아서 실시하였다. 조사기간은 2010년 8월 중순부터 2010년 9월 중순까지 약 4주간에 걸쳐 실시되었다. 회수된 조사지는 서비스 품질을 측정하고 프트폴리오 맵에 적용하여 관리전략을 제시하는데 활용되었다. 조사 결과 전체적인 서비스 품질은 -0.94로 낮게 측정되었다. 의료서비스 품질을 차원별로 구분하여 관리전략을 제시하였다. 차원별로 서비스 품질을 고찰하면, 신뢰성(-0.71), 공감성(-0.89), 반응성(-0.93), 확신성(-0.96), 유형성(-1.24)순으로 나타났다. 차원별 관리전략으로 유지/관리가 필요한 항목은 확신성이며, 현수준 유지가 필요한 차원은 유형성으로 나타났다. 신뢰성, 반응성, 공감성은 중점적으로 서비스 제고가 필요한 차원으로 나타났다. Medical service provided by a hospital ship has very important role enough to be called a life boat to inhabitants of an island without a doctor. This study is to measure the medical needs of inhabitants of an island without a doctor and the quality of medical service provided by a hospital ship and to set up its management strategy. This study is to measure the medical service by using the SERVQUAL model which was developed by A. Parasuraman and has been utilized as an instrument for the measurement of service domestically and abroad, and to suggest its management strategy. As the result of research, the whole service quality was measured lowly(-0.94). I suggested its management strategy by item and dimension. In the dimensional management strategy, it appeared that corporeality(1) is desirous of improving satisfactory rate, and reliability(2), of keeping and managing continuously, and reactivity(3), of requiring improvement mainly, and certainty(4), of requiring improvement mainly, and empathy(5), of keeping and managing continuously.
이강(Ghang Lee) 서울행정학회 2004 한국사회와 행정연구 Vol.15 No.1
In the limelight is the introduction of service concept to the public administration as well as SERVQUAL model that can meet the needs to improve this. Terms are manipulatively defined true to its intrinsic nature by analyzing how the dimension and factors of measuring the services pursued by SERVQUAL model are used. The contents of manipulative reconstruction are defined by analyzing the originals of SERVQUAL model and currently used contents, which is most suited to the original. Based on the research, the reasons why researchers apply SERVQUAL"s 5 dimensions and 22 items differently, which they wanted to pursue first are as follows: First, SERVQUAL research was changed due to 1985, 1988 and 1991 studies, and differences in translation arose at the time of research. Second, some terms were not translated uniformly in the process of translating English into Korean precisely. Third, differences arose among translators in the process of measuring the intrinsic meaning of 22 dimensions, and much differences in meaning from the original arose since some tools that have been translated and used were just introduced and utilized. It is anticipated that SERVQUAL model clearly defined in this study will be fully utilized as a tool for measuring services.