Research on Quality Components for Service Design of Health Screening : Focus on IT Services
- 주제(키워드) Health Screening , Quality Management , Service Design
- 주제(기타) 경영학
- 설명문(URI) https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART002625237
- 등재 KCI등재
- 발행기관 한국데이터전략학회
- 발행년도 2020
- URI http://www.dcollection.net/handler/ewha/000000176557
- 본문언어 영어
초록/요약
This research proposes how to enhance low customer satisfaction with health screening services caused by procedural complexity and limits of health screening. The purpose of this study is to identify sub-components of the service quality provided by general health examination centers. This is a qualitative analysis of in-depth interviews of providers and consumers of medical services. The data were primarily analyzed by affinity diagram, and the data were sorted and analyzed according to the criteria suggested by Donabedian’s four components. Four types of quality factors and the health screening service quality components of 39 subordinate items were assessed. Components related to the use of IT facilities comprise a significant amount of the physical factors, and there are high demands for IT facilities among customers.
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