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The Asymmetric Relationship between Hospital Service Attributes and Patient Satisfaction: An Implication to Important-Performance Analysis Application
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병원서비스 속성이 환자만족도에 미치는 영향의 비대칭성과 중요도 : 수행도 분석

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Type
Academic journal
Author
Journal
Korean Hospitality and Tourism Academe Korean Journal of Hospitality & Tourism Vol.18 No.3 KCI Accredited Journals
Published
2009.6
Pages
267 - 280 (14page)

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The Asymmetric Relationship between Hospital Service Attributes and Patient Satisfaction: An Implication to Important-Performance Analysis Application
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The Importance-Performance Analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for optimizing the customer satisfaction. However, its validity as an analytical tool has been challenged in the perspective of Kano`s three factor theory that argues an asymmetric relationship between service attributes and overall customer satisfaction. The authors investigate the asymmetric nature of the relationship between the concepts in hospital setting. Data on 17 inpatient service quality attributes were collected from 234 inpatients in a general hospital. The data are analyzed using regression analysis adopting dummy variables that classify the sample based on the performance level of each attributes perceived by patients. The results confirm that there exist attributes` asymmetric effects on satisfaction. The results identify the structural factor, work process factor and doctor service as basic factor, nurse service as excitement factor, and administrative service as performance factor. Based on the results this study suggests several items that should be considered in applying the IPA in hospital strategic priority setting.

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