국립대학병원 입원환자가 느끼는 의료서비스 질, 만족도, 고객 충성도간의 관련성 분석

박재산 ( Jae San Park ) 한국병원경영학회 2004 병원경영학회지 Vol.9 No.4

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient`s perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients` expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient`s perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient`s perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.

조직문화 유형이 직무만족과 이직의사에 미치는 영향 -국립병원 조직구성원을 대상으로-

박재산 ( Jae San Park ) 한국병원경영학회 2005 병원경영학회지 Vol.10 No.1

Organizational culture has been very important in the field of organizational behavior research for the past decade. Although there has been a growing interest in the organizational culture and organizational performance, there was few research in healthcare organizations. The objective of this study is to identify the relationship of organizational culture based on the Quinn`s competing values approach, with job satisfaction and intention of turnover perceived by national hospital employees. The study setting was the national hospital. Data were collected by self-administered questionnaires. The study sample consisted of 555 hospital employees. Structural Equation Modeling(SEM) analysis was conducted to find the causal relationship of organizational culture, job satisfaction and intention of turnover. The major results of this study are as follows: the consensual culture, rational culture, and developmental culture in national hospital showed a strong relationship with job satisfaction and intention of turnover in contrast to other previous studies. This finding showed that task oriented and human related climate is more effective on job satisfaction than hierarchical culture in national hospital settings.

IPA 기법을 이용한 국가결핵관리사업의 우선순위결정

박재산 ( Jae San Park ),문재우 ( Jae Woo Moon ) 한국보건경제정책학회(구 한국보건경제학회) 2007 보건경제와 정책연구 Vol.13 No.1

본 연구에서는 우리나라에서 수행되고 있는 국가결핵관리사업에 대해 중요도-성취도분석(IPA: Importance-Performance Analysis) 기법을 이용하여 향후 국가결핵관리사업 방향에 대한 우선순위 설정을 위한 기초자료를 제공코자 하였다. 조사대상은 전국 246개 보건소에 근무하는 결핵관리 담당자로 선정하였다. 자료수집방법은 국가결핵관리사업을 중심으로 개발한 자기 기입식 설문지를 사용하였다. 조사는 2006년 3월에서 4월 한달 동안 총 246부의 설문지를 배포·수집한 결과 응답률은 85.3%였고 최종적으로 200 cases가 분석에 사용되었다. 국가결핵관리사업에 대해 IPA 분석을 한 결과 중점개선영역(중요도↑-만족도↓)에는 결핵균 검사사업, 결핵정보감시체계 구축·운영, 결핵균검사관리정보시스템 등이 포함되었다. 그리고 장기개선영역(중요도↓-만족도↓)에는 비시지 백신 생산, 주민검진사업, 크리스마스 씰 판매를 통한 결핵퇴치 재원마련 사업 등이 포함되었다. 반면 우위유지 영역(중요도↑-만족도↑)에는 결핵관리의사, 간호사, 담당자 교육 사업으로 나타났다. IPA 기법을 이용하여 국가결핵관리사업 유형을 분석한 결과 7개 사업 중 결핵관리의사, 간호사, 담당자 교육 사업에 있어서는 만족도 및 중요도가 높은 것으로 나타나 향후에도 계속사업으로 추진할 필요성이 있는 것으로 판단된다. 반면 단기적으로 먼저 개선해 나가야 할 중점추진사업은 중요도가 높으면서 만족도가 비교적 낮은 결핵균 검사사업과 결핵정보감시체계 구축·운영이라 할 수 있으며 장기적으로는 비시지 백신생산 및 주민검진사업 등의 사업도 지속적인 모니터링이 필요하다고 하겠다. The National Tuberculosis Control Programs(NTCPs) in Korea plays a key role in reducing the incidence rate of tuberculosis patients and promoting public health of community people. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for setting the priority in a variety of applications. The aim of this study is to set the priority for the decision of NTCP`s directions using the I-P analysis. The self-administered questionnaires were completed by 200 program administrators in 246 health centers. As a result of IPA, the attributes of education program on physician, nurse, program relatives position in first quadrant(Keep Up the Good domain). No attributes position in second quadrant(Possible Overkill domain). The three attributes, production of BCG vaccine, medical diagnosis of community people, and financing through the selling of Christmas postage stamp, position in third quadrant(Low Priority domain). Finally the three attributes, tuberculosis virus test, tuberculosis information surveillance system, and management information system of tuberculosis virus, position in fourth quadrant(Concentrate Here domain). These findings show various implications on the priority setting on the National Tuberculosis Control Programs in the future. It was determined that the tuberculosis virus test activities and tuberculosis information surveillance system need to concentrate more on investments. A low priority(3rd quadrant) was given to investment in producing of BCG vaccine and medical diagnosis of community people in the long run.

환자만족도 평가에 대한 방법론적 접근: IPA기법을 중심으로

박재산 ( Jae San Park ) 한국보건행정학회 2008 보건행정학회지 Vol.18 No.3

The measurement and management of patient satisfaction has become one of the key issues in the last two decades. Hospitals must thoroughly understand the needs of their customers and design products and health services that meet and exceed their expectations. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for managing customer satisfaction in a variety of applications. IPA is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. The aim of this study is to develop the management strategies for improving patient satisfaction in university hospitals using the I-P analysis. The attributes on inpatient service quality in 4 university hospitals was investigated using the Martilla and James(1977)`s a mean adjusted I-P grid where the axes of the grid cross at the average rating point of all items. The patient satisfaction questionnaires were completed by 600 hospital inpatients. The main statistical methods are path analysis and IPA with SPSS 12.0 and AMOS 4.0 statistical softwares. The two attributes, physician and medical service, administrative staff kindness attributes position in first quadrant(Keep Up the Good domain). The nurse and nursing service attributes position in second quadrant(Possible Overkill domain). The two attributes, convenience of check-in service, facilities and physical environment position in third quadrant(Low Priority domain). Finally the quality of inpatient service(food etc.) attributes position in fourth quadrant(Concentrate Here domain). These findings show various implications on the development of strategies in university hospitals in the future. It was determined that quality of inpatient service(food etc.) need to concentrate more on investments. These investments include a taste, price, proper provision of food service and quick response of pain management. A low priority was given to investment in streamlining the check-in process of inpatient and hospital facilities and physical environment in the long run.

청소년이 인지하는 가족내 갈등과 건강보호행동으로서의 자아개념, 학교적응간의 인과관계분석

박재산(Jae-San Park),문재우(Jae-Woo Moon) 한국보건교육건강증진학회 2006 보건교육건강증진학회지 Vol.23 No.2

병원입원환자가 인지하는 의료서비스 질, 만족도, 서비스가치, 병원 재이용 의사간의 인과관계분석

박재산 ( Jae San Park ) 한국병원경영학회 2002 병원경영학회지 Vol.7 No.4

The objective of this study is to analyze the causal relationship of hospital inpatient`s perceived quality, overall satisfaction, service value, and future intention to revisit. To cany out this objective, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients` expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient`s perceived service quality and overall patient satisfaction. Data was gathered from a self-administered questionnaire at a 980 bed university hospital in Inchon City. These questionnaire measuring the service quality were distributed to 250 inpatients. The response rate was 66.4%. A total of 166 questionnaires was finally analyzed. To categorize medical service quality, the factor analysis was performed on 42 items. The reliability and vahdity of these items was evaluated. Finally to test 6 hypotheses, we analyzed the causal relationship of service quality, overall satisfaction, service value, and intention to revisit through the structural equation modeling(SEM). The major results of this study are as follows. First, the dimension of inpatient service quality was categorized into 7 dimensions, that is, personal caring, communication, access, physical environment, facilities and equipment, cleanliness, appropriateness and health status. Second, the reliability and validty of inpatient service quality items was satisfied. Third, as a result of structural equation modeling, the effect of inpatient s perceived service quality on overall satisfaction, service value, and intention to revisit was statistically significant. And total effect on intention to revisit as the core endogenous variable was perceived service quality(1.100), patient satisfaction(O.006), and service value(0.605).

경인지역 대학병원 행정직원이 인지하는 임파워먼트 정도가 직무만족과 조직몰입에 미치는 영향

박재산 ( Jae San Park ) 한국병원경영학회 2002 병원경영학회지 Vol.7 No.1

Empowerment is a multifaceted concept which can be described somewhat differently. In general, it is defined as the motivational concept of autonomy and self-efficacy. Recently, this concept of empowerment is applied to improve organizational staff`s job satisfaction and organizational commitment in many organizations. Empowerment in service organizations has certainly generated more publicity than any other organizations. The objective of this study is to measure the degree of hospital administrative staff`s empowerment using Spreitzer(l995)`s empowerment theory, and also to analyze the relationship of empowerment and job satisfaction and organizational commitment. Spreitzer argues that the work empowerment is composed of 4 dimensions(meaning, competence, self-determination, and impact) and each dimension influences employee`s job satisfaction, organizational commitment, and organizational performance in the end. In order to cany out this study, data were collected by self-administered questionnaires from 181 hospital adrmnistrative staff at 3 university hospitals in Inchon and Kyunggi-Do. The response rate is 86%. The Collected data were analyzed with SPSS statistical package V10.0. The major findmgs of this study are as follows: First, the degree of hospital admini-strative staff`s empowerment is a high level point at the 7 Likert Scale. Second, the reliability of 3 variables, empowerment, job satisfaction and organizational commitment, was statistically satisfied(Cr0nbach`s alpha>0.80). Thrd, as a result of correlation analysis, four components of empowerment, job satisfaction and organizational commitment showed a positive relationship. Finally, multiple regression analysis was conducted to find the impact of empowerment on job satisfaction and organizational commitment. In the case of job satisfaction, the meaning and competence factors have a positive effect(P(0.05). And the case of organizational commitment, the meaning and impact components have a positive relation(p<0.05). These results showed that the workplace empowerment is significantly related to employee`s job satisfaction and organizational commitment.

고객만족도에 대한 지역간 차이 비교 및 영향요인분석

박재산 ( Jae San Park ) 한국병원경영학회 2005 병원경영학회지 Vol.10 No.4

보건소 이용자의 의료서비스 만족도에 영향을 미치는 요인

박재산(Jae-San Park) 한국보건교육건강증진학회 2005 보건교육건강증진학회지 Vol.22 No.1

공중보건한의사의 효율적인 활용방안에 대한 보건소장의 인식 및 태도

박재산,장동민,문옥륜,Park Jae-San,Chang Dong-Min,Moon Ok-Ryun 대한예방한의학회 2002 대한예방한의학회지 Vol.6 No.1

The proportion and role of public sector in health care industry is very small in Korea. Asymmetric distribution of health care resources is one of the major health care concerns. This issue is so important that it raises a question of accessibility, availability, continuity of care and equity of rural area people's health care utilization. To solve these problems and to satisfy the basic demand of oriental medical service in rural areas, the oriental public health doctors were placed in rural health centers since 1998. The main objectives of this study are twofold: to measure the cognition and attitude of health center directors on the strategies for utilizing oriental public health doctors and to provide basic data for improving the health manpower management program. Data have been collected by way of the self-administrative questionnaires. Developing the questionnaire, the literature review on the previous studies and delphi method were carried out. The response rate was 38.7%. The results of this study are summarized as follows; 1. community people respond positively on the oriental medical service activity in health center. 2. In regard to workloads of oriental public health doctor, 'appropriate' was 81.1% and 'burdensome' was 18.2%, respectively. 3. The 94.0% of respondents thought that the oriental medical service will be continued. 4. To activate oriental medical service in health center, the sufficient budget and provision of aid workers is a necessity. 5. The 75.5% of health center directors respond positively on the allocation of oriental public health doctor to health sub-centers. 6. Health center directors agreed that oriental public health doctor should perform the clinical service as well as prevention and health promotion activity. These results recommend that oriental medical service in health center should be continued gradually, and oriental public health doctors working at health center perform their work efficiently. Undoubtedly, their activity should be more focused on health promotion and disease prevention than daily patient care. For achieving this objective, more support of governmental policy is essential for utilizing oriental public health doctor and better health of the rural area community people.