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Korean Journal of Preventive Medicine 2000;33(4): 495-504.
Dimensions of Consumer Ratings of a Hospital Outpatient Service Quality.
Ki Tae Moon, Seung Hum Yu, Woo Hyun Cho, Dong Kee Kim, Yunwhan Lee
1Department of Preventive Medicine and Public Health, Yonsei University, College of Medicine.
2Department of Biostatistics, Yonsei University, College of Medicine.
3Department of Preventive Medicine and Public Health, Ajou University, School of Medicine
ABSTRACT
OBJECTIVES: To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service. METHODS: A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer? ratings of health care service received. The response rate was 92.8% with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension. RESULTS: The 5 dimensions were as follows ; 1) physician services, 2) non-physician services, 3) process 4) facilities, and 5) cleanliness. A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness. CONCLUSIONS: The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.
Key words: Quality of health care; Consumer satisfaction; Factor analysis
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