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의료경영학연구 update

Health Service Management Review

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수록정보
수록범위 : 1권1호(2007)~11권2호(2017) |수록논문 수 : 160
의료경영학연구
11권2호(2017년 06월) 수록논문
최근 권호 논문
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KCI등재

1의료서비스 실패요인이 고객 불만족과 재방문의도에 미치는 영향 : 고객 불평행동의 조절효과

저자 : 차재빈 ( Cha Jae Bin )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 11권 2호 발행 연도 : 2017 페이지 : pp. 1-13 (13 pages)

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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.

KCI등재

2간호대학생의 스트레스 대처와 갈등관리 프로그램이 임상실습 문제해결능력과 간호역량에 미치는 효과

저자 : 박인숙 ( Park In Sook )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 11권 2호 발행 연도 : 2017 페이지 : pp. 15-25 (11 pages)

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This study was to find out the effects of SCCM Program on the ways of problem solving ability and nursing cometency of nursing student`s. Surveys were conducted for current nursing student`s in one colleges located in J-city. Total of 260(130 experimental group, 130 control group) survey copies were distributed and 280 copies were analyzed after excluding surveys with insincere responses. SCCM program after having been modified during the period August 2016. Data collection and program implementation were conducted between August and November, 2016. The questions of this study were as follow. First, the differences in problem solving ability based on the SCCM Program. Second, the differences in nursing competency based on the SCCM Program. With the collected data, frequency analysis, χ2-test, t-test, F-test, repeated measures ANOVA using SPSS 18.0 program was used. Followings are the results:1. Hypothesis 1, `After implementing the SCCM program, problem solving ability score of the experimental group will be significantly higher than that of the control group` was accepted by statistically significant differences between the experimental and control group( t= 4.20, p < .001). Among the three components were significantly different between the experimental group and the control group. 2. Hypothesis 2, `After implementing the SCCM program, nursing cometency score of the experimental group will be significantly higher than that of the control group` was accepted by statistically significant differences between the experimental and control group( t= 6.32, p < .005). Among the three components were significantly different between the experimental group and the control group. Considering the above results, the SCCM program was verified to be an effective educational program for improving the problem solving ability and nursing cometency of nursing students. Results of this study confirm that SCCM program can help individuals generating ideas and recommendations for further study to generalize this study are firstly, this study was limited to the college student inone colleges located in J-city and its environs so more students from other regions are to be studied. Secondly, variations on the age of the nursing student`s are also recommended. Therefore, the SCCM program needs to be incorporated into the curriculum for nursing students.

KCI등재

3의료서비스 실패 유형에 따른 서비스 회복 공정성이 고객 만족 및 장기 관계 지향성에 미치는 영향 : 다중집단분석을 활용하여

저자 : 조성찬 ( Jo Seong Chan ) , 이훈영 ( Lee Hoon Young )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 11권 2호 발행 연도 : 2017 페이지 : pp. 27-39 (13 pages)

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Medical services are characterized by intangibles, heterogeneity, and non-separability. Thus, customers experience failure in providing goods and services. Failure in service delivery causes customer dissatisfaction. In addition, customers` dissatisfaction creates the intention to use other hospitals and creates a negative image about hospitals. Hospitals therefore need efficient and effective strategies for failures during service delivery. Through this, customer satisfaction should be improved. The strategy that can be considered is the fairness of service recovery. Service recovery fairness is a means of satisfying customers who have experienced dissatisfaction in the service process. This is divided into distributed fairness, procedural fairness, and interactive fairness. An effective service recovery strategy increases customer satisfaction. It can also increase loyalty to the hospital. However, there is a lack of research on the fairness of service recovery in the medical services field. This study examines the effects of perceived service recovery fairness on customer satisfaction in service recovery process. We also examine the effect of service failure type on the relationship between service fairness and customer satisfaction. Finally, we examine the effect of customer satisfaction on long-term relationship orientation. This suggests implications for establishing an effective strategy in case the hospitals experience service failure in the future.

KCI등재

4우리나라와 일본의 건강보험에서의 치과의료보장 현황

저자 : 김경민 ( Kim Kyung Min ) , 김혜진 ( Kim Hye Jin )

발행기관 : 경희대학교 경영연구원 간행물 : 의료경영학연구 11권 2호 발행 연도 : 2017 페이지 : pp. 41-54 (14 pages)

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The Purpose of this study is to look into the health insurance systems and application in Korea and Japan in order to improve elderly people`s quality of life. Their quality of life can be increased by (1) strengthening the coverage of health insurance(Denture or Implant); (2) extending treatment and prevention. In this study, I examined the following aspects. Of collected data, were literature review and on-line searching. Conclusions are obtained as follows. Placing priority to coverage the health insurance must be safely supplemented through reinforcement of health insurance coverage and changes in medical cost policies. At the same tie, in the case of insurance benefits, the coverage should be extended in order to give people substantial benefits. On the other hand, as expanding the coverage and medical cost, the service quality of medical institutions can be dropped; therefore, we need to develop policies to solve this problem.

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1연안해역에서 석유오염물질의 세균학적 분해에 관한 연구

(2006)홍길동 외 1명심리학41회 피인용

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(2006)홍길동41회 피인용

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