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병원의 서비스개선 우선순위 설정을 위한 IPA 적용

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Author(s)
윤경일
Alternative Author(s)
Yoon, Kyung Il
Issued Date
2009
Keyword
Importance-Performance AnalysisPatient SatisfactionPriority SettingQuadrant modelDiagonal Model
Abstract
The importance-performance analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for the customer satisfaction. This study attempted to compare various different approaches of IPA such as direct and indirect measurement of importance, and traditional four quadrants grid model and diagonal grid model of IPA. Data on 17 inpatient service quality attributes were collected from 234 inpatients of a general hospital. Eight IPA grids were produced to compare the result of each model. Based on the study results the strength and weakness of each model were discussed, and a set of recommendations for practical application of the IPA in hospital settings was suggested.
Alternative Title
An application of Important-Performance Analysis to set the service improvement priority in hospital
Department
Dept. of Medical Humanities (의료인문학)
Publisher
School of Medicine
Citation
병원경영학회지, Vol.14(2) : 21-40, 2009
Type
Article
ISSN
1226-6299
URI
http://kumel.medlib.dsmc.or.kr/handle/2015.oak/36497
Appears in Collections:
1. School of Medicine (의과대학) > Dept. of Medical Humanities (의료인문학)
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