SERVPERF와 고객여정지도를 활용한 의료서비스 개선 요건 파악

서지정보

ㆍ발행기관 : 대한안전경영과학회 ㆍ수록지정보 : 대한안전경영과학회지 / 19권 / 4호
ㆍ저자명 : 오현우, 함동한

목차

Abstract
1. 서 론
2. 이론적 배경
2.1 의료서비스 개념
2.2 서비스 품질 평가 기법
2.3 고객여정지도
3. 연구방법
3.1 설문조사 연구
3.2 SERVPERF 분석 결과
3.3 상관관계 매트릭스
3.4 고객여정지도 작성
4. 결론
5. References

영어 초록

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers’ requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

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