의료서비스 품질을 평가하기 위한 척도개발에 관한 연구

Scale Development for Evaluating the Quality of Healthcare Service

Nowadays healthcare service providers apply marketing concept to serve customer markets in a more efficient and effective way. In order to succeed in healthcare market, they have to provide high quality service. But there are not definite concept and scale about the healthcare service quality. Therefore, this study aims to identify, analyse, specify the component and dimensions of healthcare service quality. I review the literature about service quality and develop the questionnaire that measure health service quality. The empirical studies are carried out to test a developed scale(questionnaire) and results are presented. This survey found that general SERVQUAL model should be modified into health care service scale. However, this study has many limitations such as sampling, scale development. Future research is needed to test the findings of this paper and further establish and refine reliable/valid measures of healthcare service.