RISS 검색 - 국내학술지논문

무료
기관 내 무료
유료

내보내기
내책장담기
한글로보기

정확도순

내림차순

내림차순

10개씩 출력

1
의료에 대한 환자들의 불만: 1990-2015년 신문기사에 대한 내용분석

이지수,김재원,신유경,김태재,도영경,Lee, Ji-Su,Kim, Jae-Won,Shin, Yu-Kyung,Kim, Tae-Jae,Do, Young-Kyung 한국의료질향상학회 2020 한국의료질향상학회지 Vol.26 No.1
- 원문보기
Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time. Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis. Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased. Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.
2
The Effect of Security Information Sharing and Disruptive Technology on Patient Dissatisfaction in Saudi Health Care Services During Covid-19 Pandemic

Beyari, Hasan,Hejazi, Mohammed,Alrusaini, Othman Korean Society for Internet Information 2022 KSII Transactions on Internet and Information Syst Vol.16 No.10
- 원문보기 3
  ScienceON
  
  KCI
  
  KISS
This study is an investigation into the factors affecting patient dissatisfaction among Saudi hospitals. The selected factors considered for analysis are security of information sharing, operational practices, disruptive technologies, and the ease of use of EHR patient information management systems. From the literature review section, it was clear that hardly any other studies have embraced these concepts in one as was intended by this study. The theories that the study heavily draws from are the service dominant logic and the feature integration theory. The study surveyed 350 respondents from three large major hospitals in three different metropolitan cities in the Kingdom of Saudi Arabia. This sample came from members of the three hospitals that were willing to participate in the study. The number 350 represents those that successfully completed the online questionnaire or the limited physical questionnaires in time. The study employed the structural equation modelling technique to analyze the associations. Findings suggested that security of information sharing had a significant direct effect on patient satisfaction. Operational practice positively mediated the effect of security of information sharing on patient dissatisfaction. However, ease of use failed to significant impact this association. The study concluded that to improve patient satisfaction, Saudi hospitals must work on their systems to reinforce them against the active threats on the privacy of patients' data by leveraging disruptive technology. They should also improve their operational practices by embracing quality management techniques relevant to the healthcare sector.
3
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
- 원문보기
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.