Chul-Ho Cho

A study on medical services quality and its influence upon value of care and patient satisfaction – Focusing upon outpatients in a large-sized hospital

The quality of medical services provided to patients affects hospital performance under severe competition amongst large-sized hospitals and increases the rights of patients. A hospital, specifically a large-sized one, can demonstrate successful performance when it satisfies the factors of quality a customer expects, enhances the value of care and invests its resources to improve the factors of quality. This study explores the factors of quality affecting the value of care and patient satisfaction, and tests the correlations among the value of care, patient satisfaction and intention to re-visit. Large-sized hospitals that increase the value of care and patient satisfaction ensure patients will re-visit and also increase revenue by taking the above factors into consideration. This study uses interview data obtained from outpatients in a large-sized university hospital located in Seoul, Korea with approximately 1000 hospital beds. In addition, this study uses the causal relationship model for the analysis. The purposes of this study are to: (i) to analyse the utility of established factors of service quality discovered in the studies of service quality when measuring the quality of medical services in large-sized hospitals, (ii) to examine systematically the correlations amongst the quality of medical services, value of care, satisfaction level and re-visit intention, and (iii) to suggest marketing implications for large-sized hospitals to offer patients effective medical services based upon the results of this study.

A Study on Web Service Quality and Role of Relationship Quality of Job Information Sites

Department of Hospital Management, Daegu Haany UniversityKey Words：Job Information Site, Website Service Quality, Relati onship Quality, Customer Satisfaction, Revisit intentionAbstractThese days, getting a gob is emerging as a hot social issue, an d specialized sites offering job information are rapidly increasing. On the contrary of quantitative increas e, job information sites have lots of problems with respect to satisfying customer’s needs.This study is designed to explore web-site service quality fact ors in job information site, and relationship among characteristic web service quality, customer satisfaction , relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relations hip quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that character istic service quality in related to job information site can be composed of four factors such as delivery of inform ation, customization, web design and interaction. Delivery of information, web design and interaction affect trus t, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse i ntention.

An Effect of SNS Tourism Information Service Quality on User Satisfaction and Reuse Intention: Focusing on Mediating Effect of Value

Purpose: Present study was designed to examine the casual relationships among tourism information service quality, value, user satisfaction, and reuse intention in social network service(SNS). Also, we intended to testify the mediating role of value in causal model. We applied path analysis model in order to test the hypoth- eses and research model. Methods: Survey tool, that is, questionnaire has obtained validity through literature survey, exploratory survey and pretest and sample 272 was selected. For statistical treatment of pretest and main analysis, SPSS18.0 and AMOS18.0 were employed and structural equation model was employed as analysis method. Results: Result of this study shows as follows. Two factors(ease of understanding and structure) have an effect on user satisfaction and reuse intention, and we found that value played a significant and important role in causal relat ionship. Therefore, value was empirically confirmed as th e import ant fact or preceding user satisfaction and reuse intention. Conclusion: Present study shows that two factors(ease of understanding and structure) in via of value, were important factors that related business companies have to emphasize to raise performance. However, present study has some limitations to additionally research in the future.

A Study on Medical Service Quality affecting Value of Care and Patient Satisfaction - Focusing outpatients in a Large-size Hospital

The role of medical service quality to provide patients enhances influence on the hospital performance under being severe competition among the large size hospitals and increasing the right of patients. When a large hospital perceived factors of quality that a customer expects and feels value of care and it invests its resources to improve the factors of quality, it can get successful performances. Therefore, the purpose of the study explores the factors of quality affecting the trust of care and the patient satisfaction, and tests relationship among the trust of care, patient satisfaction and revisit intention. When considering the factors, a large size hospital can increase the trust of care and the patient satisfaction, through this process the hospital can assure patients` revisit and increase its revenue. This study uses interview data on outpatients visiting clinics in about 1000 beds sized training hospital located in Seoul. This study uses casual relationship model for the analysis. This study finds that 1) the trust of care and the procedure of care significantly influence the value of care felt by patients, 2) the trust of care, quality of doctors` care, procedure of care significantly influence the patient satisfaction, 3) the trust of care increases the patient satisfaction, and 4) the value of care and the patient satisfaction increase revisit intention.

A Study on Organizational Loyalty of Hospital Employees; Focusing on Overall Members at a University Medical Center in Seoul Metropolitan Area

This study examines organizational qualities such as vision, mission, teamwork, fairness, and empowerment and their effects on organizational members. As a result of analysis, these qualities are identified to affect member satisfaction, but not to affect job involvement. Member satisfaction affects job satisfaction, and this relationship retains indirect influence through an increase in member satisfaction. Further, improved member satisfaction and job involvement are found to affect organizational commitment. These results are derived from complete enumeration on members of an organization where particular traits such as member position, job classification, and the privity of contract are intermixed. In case where research is conducted on the aforementioned traits separately, different results would be anticipated depending on each trait. The implications of this study are as follows. First, clear-cut organizational vision and mission established by the top management of an organization prevent confusion amongst its members, and thus have the highest level of effect on member satisfaction. Second, teamwork in reference to the. relationship amongst team members of a work group and goal awareness improves member satisfaction. Third, autonomy for job performance and related empowerment improve member satisfaction. Last, fairness in wages and promotion affects member satisfaction. Therefore, internal qualities of an organization perceived by its members have a higher degree of influence over external qualities including compensation and promotion on the members. In addition, these internal qualities indirectly affect job involvement through an increase in member satisfaction, and, in turn, member satisfaction and job involvement affect organizational commitment of the members. In case of member satisfaction, not only does it affect organizational commitment of the members of an organization directly, but also affects organizational commitment indirectly through job involvement. This study is conducted with only one hospital in consideration, and thus its findings may not be generalized for every medical organization. However, this study retains distinct attributes of complete. enumeration, and the precedence of each variable is closely investigated.

The Effect of Hospital Web Service Quality on Initial Trust and Off-line Visit Intention: Focusing on Medium and Small Size Hospital

ABSTRACT Purpose: Present study was designed to examine the casual relationships among web service quality, customer satisfaction, initial trust and off-line visit intention in hospital website. Research object was limited to web service quality of general hospital. We applied path analysis model in order to test the hypotheses and research model.Methods: Survey tool, that is, Questionnaire had obtained validity through literature survey, exploratory survey and pretest and sample 320 was selected. For statistical treatment of pretest and main analysis, SPSS18.0 and AMOS18.0 were employed and Structural equation model was employed as analysis method.Results: Result of this study shows as follows. Factors of web service quality have an effect on customer satisfaction and initial trust, both of customer satisfaction and initial trust have an effect on off-line visit intention. Also customer satisfaction affects initial trust. Especially, customer satisfaction and initial trust were empirically confirmed as the important factors preceding off-line visit intention. Conclusion: Therefore, present study shows that customer satisfaction and initial trust are important factors that medium and small size hospitals have to emphasize to raise performance. However, present study has some limitations to additionally research in the future.Key Words: Hospital Website, Service Quality, Initial Trust, Customer Satisfaction, Off-line Visit Intention

The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer’s comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

Structural similarity mining in semi-structured microarray data for efficient storage construction

Many researches related to storing XML data have been performed and some of them proposed methods to improve the performance of databases by reducing the joins between tables Those methods are very efficient in deriving and optimizing tables from a DTD or XML schema in which elements and attributes are defined Nevertheless, those methods are not effective in an XML schema for biological information such as microarray data because even though microarray data have complex hierarchies just a few core values of microarray data repeatedly appear in the hierarchies In this paper, we propose a new algorithm to extract core features which is repeatedly occurs in an XML schema for biological information, and elucidate how to improve classification speed and efficiency by using a decision tree rather than pattern matching in classifying structural similarities We designed a database for storing biological information using features extracted by our algorithm By experimentation, we showed that the proposed classification algorithm also reduced the number of joins between tables.

The Study on Factors Affecting the Satisfaction of Clinic and Hospital CEOs on Affiliation with Large Size Hospitals

The purpose of the study is 1) to explore clinic and hospital CEOs` satisfaction and expectation level on the affiliation with the larger size teaching hospitals, 2) to find the factors influencing the satisfaction and expectation level on the affiliation with the large hospitals. Data for analysis was collected to use self-administrative structured questionnaire on 335 CEOs of small or middle sized clinics and hospitals affiliated with large sized teaching hospitals located in Seoul and Kyung Ki Province. For the study, the researchers develop the constructs for questions on the satisfaction and the expectation of the affiliation, the attitude, knowledge on the affiliation, previous relationship of the affiliation, and selection guideline of the affiliation with exploratory factor analysis and reliability test. Through the confirmative factor analysis using AMOS 4, the researchers develop constructs based on exact relationship between constructs and questions. CEOs` expressive and unexpressive satisfaction level are 2.54 of 5 point(38.5 of 100) and 2.78 of 5 point(44.5 of 100), and the expressive and unexpressive expectation level are 2.77 of 5 point(44.3) and 3.16 of 5 point(54.0). These levels are relatively row for importance of affiliation. Expectation levels do not influence satisfaction levels. Attitude of affiliation influences expressive expectation and unexpressive satisfaction, reason for affiliation unexpressive satisfaction, and previous relationship to affiliated hospitals influence both of expressive and unexpressive satisfaction. The expressive expectation level and the expressive satisfaction level influence unexpressive expectation and unexpressive satisfaction, respectively. There is cognitive dissonance between expectation and satisfaction, therefore numbers of affiliation might be smaller or weaker in the future than present time. Many CEOs feel environmental press such as competition and the press of health insurance, but they might not think affiliation is best solution. Therefore, large hospitals try to give affiliated clinics and hospitals practical benefits to increase satisfaction and expectation levels, and they need to new affiliation form such as joint venture and joint ownership. The expectation and the satisfaction level was influenced by CEOs` gender, type of health service facilities, distances between the affiliated facility and the large mother hospital, and reason for affiliation.

The Effect of Startup Internship Education Service Quality on Entrepreneurial Capability and Entrepreneurial Intentions

Purpose: This study was designed to examine the casual relationships among startup internship service quality and entrepreneurial capability, entrepreneurial intention in startup education. Also, we intended to explore significant factors on use entrepreneurial intention through causal model analysi...