RFID 사용요인이 신뢰, 지각된 위험, 모바일RFID환경 하에서 사용의도에 미치는 영향 -약국RFID 시스템을 중심으로-

최재영 ( Jae Young Choi1 ),차재빈 ( Jae Bin Cha1 ),김상만 ( Sang Man Kim ) 경희대학교 경영연구원 2013 의료경영학연구 Vol.7 No.1

This study examined the influence of various factors of RFID use in mobile RFID environment, focusing on pharmacies` RFID systems. The purpose of the study was to verify the possibility of a more widespread use of RFID and mobile RFID in medical industry by exploring what impact RIFD use factors have on the intention to use in RFID environment. The subjects were pharmacists who have their own pharmacies in Seoul and Gyeonggi Province. Of 400 questionnaires distributed to the respondents, 392 were used in the final analysis except 8 with insufficient answers. The empirical analysis results showed that perceived security, perceived cost, and social influence had significant impacts on trust, while social influence and perceived cost had significant impacts on perceived risk. Among RFID use factors, social influence, perceived security, and perceived risk had significant impacts on intention to use in mobile RFID environment. Trust and perceived cost did not have a significant impact. The summary of analysis results, implications, and limitations are presented in the conclusion.

의료서비스품질 요인의 중요도-성과도 분석 -SERVQUAL을 중심으로-

차재빈 ( Jae Bin Cha ),서상윤 ( Sang Yun Seo ),이훈영 ( Hoon Young Lee ) 경희대학교 경영연구원 2013 의료경영학연구 Vol.7 No.3

This study aims to examine the importance and performance of medical service quality factors based on SERVQUAL model suggested by Parasuraman (1985, 1988). It looks into the impact of service quality, valued by medical consumers, on the overall satisfaction level of the consumers and how the satisfaction level have impact on the consumers` behavior intention. Based on the analysis of these data, the study attempts to offer implications on what factors shall be maintained in the medical service quality factors and what shall be improved. In order to analyze the importance and performance level, the study conducted surveys on consumers who received medical services in hospitals from April 24 to May 22 2013 and 223 responses were used in the final analysis. The analysis of importance-performance analysis of medical service quality factors, reliability and assurance factors were shown on the quadrant 1, responsiveness on the quadrant 2, tangible on the quadrant 3, and empathy on the quadrant 4. Out of the medical service quality factors, responsiveness, assurance, and empathy had meaningful impact on the overall satisfaction level, which, in turn, influenced medical consumers` behavior intentions. This study will based on the analysis of these data, give suggestions on how to improve medical service quality factors.

의료관광목적지별 선호속성에 관한 비교 연구

차재빈(Cha, Jae-Bin),이훈영(Lee, Hoon-Young) 대한경영학회 2014 대한경영학회 학술발표대회 발표논문집 Vol.2014 No.2

IPA를 활용한 의료서비스의 프로세스 접점별 품질관리에 관한 연구

차재빈 ( Jae Bin Cha ),류가연 ( Ga Yeon Ryu ),이흥연 ( Heung Youn Lee ) 한국고객만족경영학회 2013 고객만족경영연구 Vol.15 No.2

본 연구는 최근 병원에서 진료를 받은 고객을 대상으로 병원 진입, 접수, 대기, 진료, 검사, 진료비 납부, 병원에서 나올 때까지 전반적인 의료서비스의 프로세스 접점별 품질관리를 위한 접점 속성 및 접점의 중요도와 성과도의 차이를 살펴보고, 의료소비자들이 중요하게 생각하는 의료서비스 접점이 전반적인 만족도에 어떠한 영향을 미치는가를 알아보았다. 연구결과는 첫째, 중요도와 성과도가 모두 높은 접점별 속성은 ‘의사의 전문성’, ‘질병에 관한 자세한 설명’, ‘질문에 대한 자세한 설명’, ‘의사의 친절함’, ‘검사실의 깨끗함, 검사 대기의 적절성’, ‘납부절차의 간편성’,‘납부절차의 신속성’, ‘공정한 진료비’ 등으로 나타났다. 특히, 진료와 관련된 속성이 매우 중요하게 인식하는 것으로 파악되었다. 확장된 의료서비스 중에서는 의료비납부 및 접수와 관련된 사항들이‘검사’ 접점 못지않게 중요하게 인식하는 것으로 파악되었다. 둘째, 중요도는 높으나 성과도가 낮은 접점별 속성은 ‘진료시간의 적절함’, ‘진료과정에 대한 설명’, ‘대기시간 정보 정확성’, ‘대기실이 깨끗하고 편리’, ‘질문에 친절히 답변’, ‘치료비에 대한 상세한 설명’ 등이 나타났다. 이러한 접점별속성들은 고객은 중요하게 인식하고 있지만 상대적으로 만족도는 부족한 사항들로 고객들의 병원서비스 만족도를 높이기 위한 최우선개선과제로 대두되었다. 셋째, 의료서비스 접점요인이 전반적 만족도에 유의한 정(+)의 영향을 미치는 접점은 ‘진료’, ‘의료비 납부’, ‘나올 때’ 순으로 영향을 많이 미치는 것으로 나타났다. This study aims to examine the factors of MOT as well as differences in importance and performance on each process MOT with the clients for quality management of medical services, covering the whole process for patients to access the hospital, meet the information clerk, wait in the waiting room, see the doctor, get examination, pay the money for the services and leave the hospital, and look into what impact the MOT of medical services, considered important by the clients, have on the overall satisfaction level. First, the factors that showed high levels in both importance and performance include the following: expertise of the doctor, detailed explanation about the disease, detailed explanation about the questions from the patients, kindness of the doctor, cleanliness of the treatment room, proper length of waiting time, how brief reception process is, how quick reception process is, and fair level of service charges. In particular, the factors related to treatment were considered significantly important. In expanded medical services, the factors related to service fee payment and reception are considered as important as treatment-related ones. Second, the factors with high importance and lower performance level include the following: proper length of waiting time, explanation about the treatment procedures, exact information about waiting time, clean and convenient waiting room, kind answers to questions, and detailed explanation about service charge. These factors are considered important by the clients, but their satisfaction level remained relatively low, which is why they should be priorities for hospitals attempting to improve satisfaction level of their clients. Third, the MOT that have meaningful, positive impact on the overall satisfaction level of the clients were treatment, payment and leaving, and they had the biggest impact on the service quality in that order.

연구논문 : 관광지 스토리텔링 모바일 어플리케이션 사용의도에 관한 연구 - 기술수용모델(TAM)을 중심으로 -

차재빈 ( Jae Bin Cha ),이훈영 ( Hoon Young Lee ) 대한관광경영학회 2015 觀光硏究 Vol.30 No.1

최근 다양한 용도로 소비자들의 스마트폰 사용이 증가됨에 따라 소비자의 트렌드를 반영한 어플리케이션들이 개발되고 있다. 특히 관광객을 위한 모바일 관광지 어플리케이션들이 다양하게 개발되고 있다. 관광 정보매체로서 비중이 급속하게 증가하고 있는 모바일 어플리케이션을 기반으로 한 관광정보는 정보소비자인 잠재관광객들에게 고품질 관광정보를 시간적, 공간적 제약이 없이 활용할 수 있게 허용함으로써 정보소비자 및 정보공급자들에게 중요한 의미와 가치를 부여하고 있다. 그 중 관광지 스토리텔링 모바일 어플리케이션을 사용함에 따라 관광객들은 모바일 정보서비스를 이용하여 관광지 이용에 편리함을 느낄 수 있고, 알고 싶은 정보를 검색하여 정보를 습득할 수도 있다. 본 연구에서는 기술수용모델(TAM)을 중심으로 관광지 스토리텔링 모바일 어플리케이션사용의도를 파악하였다. 관광지 스토리텔링 모바일 어플리케이션 구성요인이 지각된 사용용이성(Perceived Ease of Use) 및 지각된 유용성(Perceived Usefulness)에 어떠한 영향을 미치는지 그리고 이를 바탕으로 사용의도에 미치는 영향정도를 파악하였다. 분석결과, 관광지 스토리텔링 어플리케이션 구성요인 중 교육성, 다양성, 접근성은 지각된 사용용이성에 정(+)의 유의한 영향을 미치는 것으로 나타났으며, 지각된 유용성에 미치는 구성요인은 교육성만 정(+)의 유의한 영향을 미쳤다. 지각된 사용용이성 및 지각된 유용성, 사용의도와의 관계에서는 지각된 사용용이성이 높을수록 지각된 유용성에 정(+)의 유의한 영향을 미치는 것으로 나타났으며, 지각된 사용용이성과 지각된 유용성은 사용의도에 정(+)의 유의한 영향을 미쳤다. 결론에서는 연구결과를 바탕으로 관광 어플리케이션 개발 및 마케팅실무에 있어 시사점을 제시하고 한계점 및 향후 과제를 제시하였다. With increase of consumers using smart phones with diverse usage, various applications are being developed reflecting the consumer trend. Tourism information based on mobile applications, with importance of which as the tourism information media is rapidly increasing, allows the information consumers of potential tourists to use high quality tourism information without temporal or spatial restrictions, thereby granting important significance and value to the information consumers and information providers. This study explored intention to use of tourism storytelling mobile applications, focusing on technology acceptance model (TAM). The study also identified what influence the use factors of tourism storytelling mobile application have on the perceived ease of use and perceived usefulness. And based on the findings, the study determined the degree of influence on intention to use. The result of the analysis showed that among use factors of tourism storytelling application, educationality, diversity and accessibility had positive impact on perceived ease of use. On perceived usefulness, only educationality had positive impact. In the relation among perceived ease of use, perceived usefulness and intention to use, when the perceived ease of use was higher, it had significantly positive impact on perceived usefulness. Besides, perceived ease of use and perceived usefulness had positive impact on intention to use. In the conclusion, the study suggested implications for developing tourism applications and marketing practices based on the findings, presented limitation of the study and suggested some tasks for future studies.

고객접점(MOT) 의료서비스 실패요인이 불만족 및 고객 불평행동에 미치는 영향: 방문유형(초진/재진 환자)을 중심으로

차재빈 ( Cha Jae Bin ),이훈영 ( Lee Hoon Young ) 한국고객만족경영학회 2016 고객만족경영연구 Vol.18 No.4

본 연구는 병원환경에서 고객접점(MOT) 의료서비스 실패요인을 도출하고, 방문유형별(초진/재진 환자)로 어떠한 요인이 불만족 및 고객 불평행동에 영향을 미치는지 파악하고자한다. 또한 방문유형별 불만족의 매개효과를 파악하고자한다. 연구대상은 온라인 리서치전문회사 패널에 등록되어 있는 응답자들 중 설문에 참여한 총 538명 중 330명(61.3%)을 최종분석에 사용하였으며, 다중회귀분석(Multiple Regression Analysis)과 Baron & Kenny(1986)의 매개효과분석을 실시하였다. 분석결과, 방문유형별 고객접점(MOT) 의료서비스 실패요인은 불만족 및 고객 불평행동에 부분적으로 유의한 영향을 미쳤으며, 방문유형별 차이가 나타났다. 이러한 결과는 고객접점 의료서비스 실패를 통해 발생된 불만족 고객관리 및 불평고객 대응을 위한 전략방안 수립에 활용될 수 있을 것이다. This study attempts to identify MOT(moment of truth) medical service failure factors and investigate what factors influence dissatisfaction and Customer Complaint Behaviors by patient-visit types (First/Second). Besides, the study explores mediated effect of dissatisfaction by patient-visit types. The subjects of the research were respondents who were registered as panels of an online research firm. Among totally 538 respondents, data of 330 respondents (61.3%) were used for the final analysis. The result of the analysis showed that MOT medical service failure factors had significant effects on dissatisfaction and customer complaint behaviors by visit types, and the findings showed somewhat differences. These findings are expected to be utilized for setting the strategic plans to manage dissatisfied customers and to meet customer complaints occurred during MOT medical service failures.

중국인과 일본인의 의료관광국가 선택 속성 비교분석

차재빈(Jae Bin Cha),이훈영(Hoon Young Lee) 한국관광연구학회 2014 관광연구저널 Vol.28 No.11

This study compares the difference in selection attributes of medical tourism targeting Chinese and Japanese medical tourists who have high frequency of visiting Korea for medical tourism and with influence of Korean Wave. The study also conducts a comparative analysis of selection attributes of each medical tourism country using correspondence analysis. The purpose is to explore the determining attributes of medical tourists when they select a country for medical tourism and to present some strategic implications in order to attract more medical tourists from China and Japan. The study conducted a questionnaire survey targeting Chinese and Japanese and the data of 1,211 people were used for the final analysis. The result of the analysis showed significance differences in selection attributes of medical tourism between the Chinese and the Japanese tourists except for some attributes. For a medical tourism country in Asia, the Chinese preferred Singapore the most, followed by Korea and other countries. The Japanese tourists’ preference was in the order of Singapore, Thailand and Korea. The result of correspondence analysis showed the important attributes considered by both Chinese and Japanese tourists were Opportunities to be with my family/friends/relatives while being treated, Safer and more reliable treatment than my country, Availability of treatment in internationally accredited hospitals, Treatment of illness(disease) that is difficult to be treated in my country, The advantage that you can enjoy both medical service and tourism together, Advanced high-tech medical facilities. Besides, there were more differences in the selection attributes for preferring each medical tourism country. In the conclusion, the study presented summary of the findings, implications, limitations and tasks for further studies.

의료관광목적지별 선호속성에 관한 비교 연구

차재빈(Jae-Bin Cha),이훈영(Hoon-Young Lee) 대한경영학회 2015 大韓經營學會誌 Vol.28 No.3

병원 수익성에 영향을 미치는 요인에 관한 연구 -매개요인분석을 중심으로-

차재빈 ( Jae Bin Cha ),서상윤 ( Sang Yun Seo ),이훈영 ( Hoon Young Lee ) 한국보건경제정책학회(구 한국보건경제학회) 2012 보건경제와 정책연구 Vol.18 No.2

본 연구에서는 병원의 진료실적 자료를 이용해서 어떠한 요인들이 병원 수익성에 직·간접적으로 영향을 미치고 있는가를 보다 정확하게 파악하기 위하여 매개요인분석을 실시하였다. 매개요인분석을 이용하면, 단순한 상관관계분석으로 얻기 힘든 요인들 간의 상호작용효과를 보다 정확하게 알 수 있다. 이러한 정확한 분석결과를 활용하면, 보다 효과적인 병원의 경영전략을 수립하여 수행할 수 있다. 본 연구에서는 2006년 3월부터 2009년 2월까지 서울 및 서울근교의 10개 종합대학병원의 월별 데이터베이스의 병상 수, 환자 수, 입원/외래수입 등 진료실적기초자료를 중심으로 총 358개의 표본을 최종분석 자료로 사용하였다. 본 연구 결과를 요약하면 다음과 같다. 첫째, 병원의 수익에 영향을 미치는 변수들은 대부분 기존연구와 일치하는 경우가 많았다. 그러나 기존연구에서 간과되었던 많은 중요한 사실들을 찾아낼 수 있었다. 상관분석에서 개별적으로 진료수익과 유의한 상관관계가 없게 나타나는 변수들도 두 변수가 서로 결합하였을 때에는 유의한 상호작용을 보이는 변수들을 찾아내었다. 둘째, 매개요인분석 결과, 63개의 준매개변수, 24개의 순수매개변수, 그리고 4개의 상호매개변수를 발견할 수 있었다. 또한 각각의 매개변수가 한 개의 독립변수와 결합하였을 때의 변화량을 분석하여 병원환경에 따라 변수들 간의 상호작용이 어떻게 시너지효과로 나타나는 지를 분석하였다. 이러한 매개요인과 상호작용효과를 분석하여 기존의 연구에서 간과된 부분을 파악하여 병원의 조건이나 환경에 따라 각 병원이 어떻게 대처하는 것이 바람직한지에 대하여 언급하였다. This paper conducted the mediating variable analysis so as to investigate the factors directly or indirectly influencing the hospital`s profit. The mediating variable analysis allows us to better understand the interaction effects among factors, which is not easy to examine using simple correlation analysis. Using the result of mediating variable analysis, we could develop the more effective hospital management strategy. For this study, we used the monthly report data of ten general hospitals located in Seoul and suburbs, collected during the period of from March 2006 to February 2009. The data include the 358 records about the numbers of beds, patients, ect along with the corresponding hospital revenues. In terms of mediating variable analysis, we found some interesting variables affecting hospital revenue, which are not identified in the simple correlation analysis. For example, even though each individual variable has no significant effects on the hospital revenue, the interaction term of two variables shows a high correlation with hospital revenue. In addition, the correlations of some variables with the hospital revenue variable change from positive relationship to negative relationship, or vice versa depending on their mediating variables. This research found 63 quasi mediators, 24 pure mediators, 4 reciprocal mediators. This paper summarizes how some hospital management variables influence the hospital revenue depending on the other hospital management variables. We also suggest some hospital management strategies based on the results analyzed.

의료서비스 실패요인이 고객 불만족과 재방문의도에 미치는 영향 : 고객 불평행동의 조절효과

차재빈 ( Cha Jae Bin ) 경희대학교 경영연구원 2017 의료경영학연구 Vol.11 No.2

This study is to investigate the causes of medical service failures affecting customer`s dissatisfaction and to investigate the effect of medical service failure factors on revisit intention. In addition, we investigate the effect of dissatisfaction on the revisit intention, focusing on the moderating effects of customer complaints behavior(CCB). The results of this study will provide basic data on the management of dissatisfied customers due to customer complaints behavior(CCB) and the plan to improve the inquiry to hospital. Of the 330 patients who participated in the total questionnaire, 268 patients (81.2%) who experienced service failure during outpatient treatment were excluded from the analysis. As a result of analysis, the most dissatisfied factor among medical service failure factors are factors of human health service failure. The dissatisfaction had a significant negative(-) effect on the revisit intention, and the effect of failure factors of human and process on the revisit intention was statistically significant. In the effect of dissatisfaction on the revisit intention, inertia was found to have a moderating effect in customer complaints behavior. In conclusion, the main results, implications, limitations and future researches of this study are provided.