의료서비스 품질 지표 개발연구: 의료복지사회적협동조합을 중심으로 = A study on the Development of Healthcare Service Quality Assessment Indicators: The Health Welfare Social Cooperatives

다국어 초록 (Multilingual Abstract)

This study focuses on developing a healthcare service quality measurement index from the perspective of consumers using medical institutions operated by the Health Welfare Social Cooperatives(HWSC). To derive a preliminary framework for the index, a literature review, a modified Delphi survey, and expert interviews were conducted. A survey was then administered to consumers with experience using HWSC medical institutions, and exploratory factor analysis(EFA) and higher-order confirmatory factor analysis were performed to finalize a three-tiered healthcare service quality measurement index.. The results indicate that healthcare service quality consists of three second-order factors: ‘core quality’, ‘tangible quality’, and ‘augmented quality’. These factors encompass nine first-order components: ‘appropriate treatment’, ‘effectiveness of care’, ‘medical equipment and facilities’, ‘physicians' attitude’, ‘nurse’s attitude’, ‘efficiency of process’, ‘physical environment’, ‘follow-up management’, and ‘cost appropriateness’.
Following the COVID-19 pandemic, interest in home healthcare and caregiving has surged, leading to increased attention on HWSC. In this rapidly evolving healthcare environment, ensuring the sustainability of HWSC has become a critical issue. The healthcare service quality framework proposed in this study is expected to facilitate an in-depth analysis of consumer preferences and expectations regarding HWSC services. Furthermore, it will provide valuable insights for strategic management and performance improvement within HWSC-affiliated healthcare institutions.