Dimensions of Consumer Ratings of a Hospital Outpatient Service Quality
의료소비자가 인지하는 의료서비스 질의 구성 차원
문, 기태; 유, 승흠; 조, 우현; 김, 동기; 이, 윤환
The Korean journal of preventive medicine, 33(4):495-504, 2000
The Korean journal of preventive medicine; Yebang Ŭihakhoe chi; 예방의학회지
Objectives : To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service.
Methods : A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer`s ratings of health care service received. The response rate was 92.80/o with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension.
Results : The 5 dimensions were as follows 1) physician services, 2) non-physician services. 3) process 4) facilities, and 5) cleanliness.
A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness.
Conclusions : The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.
Total Visit :3,861,173
Total Download :1,622,181
Today View :596
Ajou University Medical Information & Media Center 164 Worldcup-ro Yeongtong-gu Suwon 16499 Korea / TEL : 031-219-5312 / FAX : 031-219-5314 Copyright (c) Ajou University Medical Information & Media Center All Rights Reserved. AJOU Open Repository는 국립중앙도서관 OAK 보급사업으로 구축되었습니다.