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Questionnaire Design for Resolution of Healthcare Provider-Patient Conflict

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Authors
Xiaoxi Liu; Kim, Byung Cho
Issue Date
2019-08-31
Publisher
서울대학교 경영정보연구소
Abstract
Conflicts between healthcare providers and patients often occur due to their
differences in cognitive differences regarding healthcare service quality. Despite its
importance, existing literature lacks rigorous testing methods for cognitive differences
between healthcare providers and patients. In this paper, we propose a questionnaire
design to confirm the existence of cognitive differences. We select five dimensions
from the SERVQUAL model and three dimensions based on the characteristics of the
healthcare service industry to compose the questionnaire. We also provide a guideline
to further analyze the causes of cognitive differences based on a regression model.
Language
English
URI
https://hdl.handle.net/10371/173937
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Appears in Collections:
College of Business Administration/Business School (경영대학/대학원)Institute of Information and Operation Management (경영정보연구소)Journal of information and operations management (경영정보논총)Journal of information and operations management vol.29(1) (2019) (경영정보논총)
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