SERVPERF와 고객여정지도를 활용한 의료서비스 개선 요건 파악

오현우,함동한 대한안전경영과학회 2017 대한안전경영과학회지 Vol.19 No.4

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers’ requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

사회 네트워크를 이용한 사용자 기반 유헬스케어 서비스 추천 시스템 개발

김혜경(Hyea Kyeong Kim),최일영(Il Young Choi),하기목(Ki Mok Ha),김재경(Jae Kyeong Kim) 한국지능정보시스템학회 2010 지능정보연구 Vol.16 No.3

As rapid progress of population aging and strong interest in health, the demand for new healthcare service is increasing. Until now healthcare service has provided post treatment by face-to-face manner. But according to related researches, proactive treatment is resulted to be more effective for preventing diseases. Particularly, the existing healthcare services have limitations in preventing and managing metabolic syndrome such a lifestyle disease, because the cause of metabolic syndrome is related to life habit. As the advent of ubiquitous technology, patients with the metabolic syndrome can improve life habit such as poor eating habits and physical inactivity without the constraints of time and space through u-healthcare service. Therefore, lots of researches for u-healthcare service focus on providing the personalized healthcare service for preventing and managing metabolic syndrome. For example, Kim et al.(2010) have proposed a healthcare model for providing the customized calories and rates of nutrition factors by analyzing the user’s preference in foods. Lee et al.(2010) have suggested the customized diet recommendation service considering the basic information, vital signs, family history of diseases and food preferences to prevent and manage coronary heart disease. And, Kim and Han(2004) have demonstrated that the web-based nutrition counseling has effects on food intake and lipids of patients with hyperlipidemia. However, the existing researches for u-healthcare service focus on providing the predefined one-way u-healthcare service. Thus, users have a tendency to easily lose interest in improving life habit. To solve such a problem of u-healthcare service, this research suggests a u-healthcare recommender system which is based on collaborative filtering principle and social network. This research follows the principle of collaborative filtering, but preserves local networks (consisting of small group of similar neighbors) for target users to recommend context aware healthcare services. Our research is consisted of the following five steps. In the first step, user profile is created using the usage history data for improvement in life habit. And then, a set of users known as neighbors is formed by the degree of similarity between the users, which is calculated by Pearson correlation coefficient. In the second step, the target user obtains service information from his/her neighbors. In the third step, recommendation list of top-N service is generated for the target user. Making the list, we use the multi-filtering based on user’s psychological context information and body mass index (BMI) information for the detailed recommendation. In the fourth step, the personal information, which is the history of the usage service, is updated when the target user uses the recommended service. In the final step, a social network is reformed to continually provide qualified recommendation. For example, the neighbors may be excluded from the social network if the target user doesn’t like the recommendation list received from them. That is, this step updates each user’s neighbors locally, so maintains the updated local neighbors always to give context aware recommendation in real time. The characteristics of our research as follows. First, we develop the u-healthcare recommender system for improving life habit such as poor eating habits and physical inactivity. Second, the proposed recommender system uses autonomous collaboration, which enables users to prevent dropping and not to lose user’s interest in improving life habit. Third, the reformation of the social network is automated to maintain the quality of recommendation. Finally, this research has implemented a mobile prototype system using JAVA and Microsoft Access2007 to recommend the prescribed foods and exercises for chronic disease prevention, which are provided by A university medical center. This research intends to prevent diseases such as chronic illne

요양병원의 의료서비스품질이 소비가치, 태도, 지속이용의도에 미치는 영향

이양원 ( Yang-won Lee ),최호규 ( Ho-gyu Choi ),권혁민 ( Hyuk-min Kwon ) KNU기업경영연구소 2020 기업경영리뷰 Vol.11 No.3

본 연구는 소비자행동을 조사하는데 유용한 프레임워크인 가치-태도-행동(VAB: Value-Attitude-Behavior) 모델을 적용하여 요양병원의 의료서비스품질이 소비가치와 태도 및 행동에 유의한 영향을 미치는지를 분석하고 그 결과를 요양병원의 효율적인 마케팅 전략을 위한 기초자료를 삼는데 그 목적을 두었다. 이와 같은 목적을 달성하기 위하여 국내 요양병원 현황을 검토하고 의료서비스품질 관련 선행연구 고찰을 통하여 요양병원의 의료서비스품질을 측정하기 위한 문항을 구성하였으며, VAB모델을 적용한 소비가치, 태도, 지속 이용의도와의 구조적 관계를 연구모형으로 제시하였다. 그리고 본 연구의 수행을 위하여 충남지역의 요양병원에 입원 중인 환자들을 대상으로 설문조사를 실시하여 분석을 수행하였다. 그 결과 첫째, 요양병원 의료서비스품질의 의료진, 의료환경, 부대시설은 기능적 가치에 통계적으로 유의한 긍정적인 영향을 미치지만 행정서비스는 기능적 가치에 유의한 영향을 미치지 못하였다. 둘째, 요양병원 의료서비스품질의 의료진, 의료환경, 부대시설은 감정적 가치에 통계적으로 유의한 긍정적인 영향을 미치지만 행정서비스는 감정적 가치에 유의한 영향을 미치지 못하였다. 셋째, 요양병원 의료서비스품질의 부대시설만이 상황적 가치에 통계적으로 유의한 긍정적인 영향을 미치고 의료진, 행정서비스, 의료환경은 상황적 가치에 유의한 영향을 미치지 못하였다. 넷째, 요양병원 의료서비스품질의 행정서비스와 의료환경은 진귀적 가치에 통계적으로 유의한 긍정적인 영향을 미치지만 의료진과 부대시설은 진귀적가치에 유의한 영향을 미치지 못하였다. 다섯째, 요양병원 의료서비스품질의 의료진만이 건강적 가치에 통계적으로 유의한 긍정적인 영향을 미치고 행정서비스, 의료환경, 부대시설 등은 건강적 가치에 유의한 영향을 미치지 못하였다. 여섯째, 소비가치의 감정적 가치, 상황적 가치, 진귀적 가치가 요양병원에 대한 태도에 통계적으로 유의한 긍정적인 영향을 미치고 기능적 가치와 건강적 가치는 태도에 유의한 영향을 미치지 못하였다. 일곱째, 요양병원에 대한 태도는 지속이용의도에 통계적으로 유의한 긍정적인 영향을 미치고 있음을 확인하였다. 이러한 결과를 바탕으로 본 연구가 가지는 이론적, 실무적 시사점을 제시함으로써 국내 요양병원의 지속가능성을 향상시킬 수 있는 마케팅 전략 수립에 도움이 될 것으로 기대한다. The purpose of this study is to analyze the impact of healthcare service quality on consumption value, attitudes and behaviors of consumers in long-term care hospitals applying the Value-Attitude-Behavior model, of which the findings are to be used for marketing strategy development for long-term care hospitals. For this purpose, questionnaires are designed to measure healthcare service quality based on examination of domestic long-term care hospitals and review of existing literatures. The structural relationship is found among consumption value, attitudes and the intention to continuous use with application of the VAB model. To collect samples, eight long-term care hospitals are selected from Sejong, Daejeon and Chungcheongnam. Data analysis results show that first, the functional value is positively affected with a statistical significance by healthcare environment and indoor environment, but not by medical staffs. Second, the emotional value is statistically significantly correlated with medical staffs and indoor environment, but not with healthcare environment. Third, the situational value has positive correlations with medical staffs and indoor environment, but not with healthcare environment. Fourth, the rarity value is positively affected by all of three healthcare service quality, that is, medical staffs, healthcare environment and indoor environment. Fifth, the health value is affected only by healthcare environment among the healthcare service quality, as medical staffs or indoor environment does not affect significantly. Those findings suggest that a realm of healthcare service quality which includes medical staffs, healthcare environment, and indoor environment is statistically significant in improving consumption value compared to a realm of administrative service. Sixth, among consumption value, the emotional value and the health value are positively correlated with attitudes toward the hospital, while the functional and the rarity value are not. It suggests that the patients of long-term care hospitals want feelings at home by having trust in the hospitals and emotional supports. Seventh, attitudes toward the hospital has positive correlation with the intention to continuous use, reaffirming the existing literatures. Based on those results, this study is to contribute to sustainability of the domestic long-term care hospitals through marketing strategy development and further study development upon healthcare service quality.

고령자의 상실감과 욕구충족 정도에 따른 u-헬스케어 서비스 수요에 대한 연구

오창규(Chang-gyu Oh) 한국인터넷전자상거래학회 2010 인터넷전자상거래연구 Vol.10 No.1

Ubiquitous healthcare(u-Healthcare) refers to an emerging paradigm that is gradually reshaping just the cure process into one in which health services and information become pervasive. This study is an exploratory study carrying out empirical research into the concerns of elderly persons towards u-Healthcare demand in terms of their application to healthcare services. This study identifies the critical service factors impacting on the development of u-Healthcare service market. In order to do so, it has performed over theoretical and field research as well as interviews of experts, who work in the ubiquitous, IT, and healthcare sector. Six critical service dimensions were identified: biological management service, medical and drug service, exercise support service, communication service, daily life service, and stress prevention service. The survey data collected from the 131 elderly to solve the research problem which indicates the u-Healthcare service demand by the grief of loss and need satisfaction. Using the t-Test by the groups, this study found that the u-Healthcare service demand is significantly related to grief of loss and need satisfaction. The key findings are that (1) there is a service pursuing flow by the need satisfaction, (2) there are different patterns to need the service applications by the type of grief of loss. As a result this study provides the guidance on the service dimensions and priorities that may be included in the development of u-Healthcare service market to further validate the importance of the customer-oriented service application identified factors as well as the relationships between them.

Direction of SMART HEALTHCARE Utilization in Korea s Non-Medical Healthcare Service Area

Jumyong Kim,Jaebum Lee J-INSTITUTE 2021 Regulations Vol.6 No.2

Purpose: In this study, it look in to the direction of smart healthcare in Korea and would like to make sure possibility of healthcare service in non-medical area. In this contents, when non healthcare provider provide med-ical healthcare service in Korean, it can be judged what to be against the medical treatment action, furthermore, through the utilization of smart healthcare, it would be helpful to identify in the broaden professional behavior and business scope. Method: This study was conducted to look over the concept of smart healthcare, the scope of utilization in the non-healthcare service area and then to recognize what the counter strategy can be moved to which way. To achieve the goal of this study, it is confirmed to be referred the bio health report which is issued from Korea Health Industry Development Institute and the non-medical care service guideline and casebook. Results: As a result of the study, first, the introduction and step-by-step factors for establishing a smart health environment that are being implemented in Korea were confirmed. Second, the concept of non-medical healthcare services and detailed classification according to provision were examined. Third, smart healthcare technology trends and usage plans in non-medical healthcare services were confirmed. Conclusion: In order Smart healthcare is grafted with social networks, and unlike the conventional passive and one-sided healthcare services, acceptance and accuracy are expanding based on big data. In addition, the active participation of users is expected to induce cooperation, creating high-quality services and providing multi-dimensional services. Therefore, in the future, it is expected that the composition of an appropriate execution program in the non-medical healthcare service area will create various values in the local community.

서비스스케이프와 인적 서비스가 고객 반응에 미치는 영향의 비교 -의료 서비스를 중심으로-

김성호 ( Sung Ho Kim ),김지영 ( Ji Young Kim ),서보경 ( Bo Kyeong Seo ),허윤정 ( Yoon Jung Huh ) 한국소비자학회 2011 소비자학연구 Vol.22 No.2

최근 의료서비스는 시장의 확대 및 의료 시장의 개방과 맞물려 경쟁이 더욱 심화되고 있다. 이러한 상황에 대처하기 위하여 의료기관은 첨단설비의 구축뿐만 아니라 의료진의 인적 서비스 역시 중요하게 관리하는 추세이다. 의료서비스의 경우, 다른 서비스와는 달리 전문적인 지식을 요하고 모호성이 높기 때문에 서비스스케이프와 인적 서비스의 영향력이 크다. 그럼에도 불구하고 위의 두 요인에 초점을 맞춘 연구는 매우 미흡한 실정이다. 본 연구는 의료서비스 품질의 구성요소인 서비스스케이프와 인적서비스가 인지 및 감정반응(만족, 후회, 분노)과 행동의도(재이용 의도 및 부정적 구전 의도)에 미치는 영향을 실증적으로 분석하였다. 분석 결과, 서비스스케이프와 인적서비스의 정도에 따라 이용자의 만족, 후회, 분노에 유의적인 차이가 있는 것으로 나타났다. 우선 만족은 서비스스케이프와 인적서비스의 수준이 둘 다 높을 경우에 가장 크고, 후회와 분노는 높은 수준의 서비스스케이프와 낮은 수준의 인적 서비스 일 경우에 가장 큰 것으로 나타났다. 또한 서비스스케이프와 인적서비스의 수준에 따라 형성된 만족, 후회, 분노는 재이용 의도 및 부정적 구전의도에도 차별적인 영향을 미침을 입증하였다. 만족은 재이용의도에 정의 영향을 미치는 반면 후회와 분노는 재이용 의도에 부의 영향을 미친다. 그리고 만족은 부정적 구전의도에 부의 영향을 후회와 분노는 부정적 구전의도에 정의 영향을 미친다. 본 연구는 의료서비스의 품질을 평가하는데 새롭게 이용 할 수 있는 비디오 시나리오라는 조사방법과 의료서비스에서 관심을 기울여야하는 후회, 분노라는 부정적 감정변수를 제시하였다. 그리고 서비스스케이프와 인적 서비스 통합적으로 살펴봄으로써 두 개의 요소간의 상대적인 영향력을 분석했다는 점에서 중요한 시사점을 갖는다. This research has empirically examined the relative influence of two components of service quality-physical component (servicescape) and human component (human services) on customers` responses. This research has been carried out in the setting of healthcare services. Customers` responses included cognitive, emotional (satisfaction, regret, and anger), and behavioral responses (re-patronage intention and negative word-of-mouth intention). Servicescape is important in many services since it delivers physical cues (information) on the quality of a given service. Oftentimes, it is difficult to evaluate the quality of a service because of intangible nature of services and servicescape plays a role of providing tangible evidences by which to evaluate the service quality tangibly even before the actual experience of the services. In this study, in addition to servicescape, we considered the human service as another component of service quality in healthcare service industry. Human services includes service providers` care, concern, empathy, comfort, and so forth to the customers` problem. Human services are especially important in healthcare services since most customers in healthcare services are in miserable conditions, physically as well as mentally. While some research has been carried out on physical component of service quality (servicescape), studies that examined the influence of human component of service quality (human services) This research was implemented using a combination of scenario method and survey questionnaire method. Scenario was a video that displayed both the servicescape of a clinic and the level of human services delivered to a patient. Videos were taken at an actual doctor`s office of a large general hospital. The doctor and the patient were played by trained research assistants. The current study employed a 2 (servicescape; good and bad) x 2 (human services; good and bad) between subject design. A sample of 203 students participated in this study. Respondents were randomly assigned to one of the four conditions. They were shown one of the four types of videos and asked to fill out the questionnaire. Questionnaires assessed respondents` responses in terms of satisfaction, regret, anger, re-patronage intention, and negative word-of-mouth intention. All measures were assessed by 5-point scale items. Questionnaires were self administered. Forty three questionnaires were found to be non-usable because of many missing and unsatisfactory responses. Consequently, these questionnaires were removed and the rest of 158 surveys were finally analyzed in this research. Findings showed that there are significant differences in respondents` satisfaction, regret, and anger depending on the level of servicescape and human services. Specifically, the study showed when both servicescape and human service were good, respondents demonstrated the highest level of satisfaction, as expected. However, when servicescape was good but the level of human services were low, respondents showed the highest level of both regret and anger. Actually, the levels of regret and anger were even higher than when both servicescaqpe and human services were bad. This finding provides important implications for service providers. First, when servicescape was good but the human services were bad, respondents felt kinds of betrayal that consequently led to negative emotional responses such as regret and anger. Second, the condition of good servicescape and bad human services is waste of service firm`s resources. Building good servicescape does not provide the desired return, only resulting in customers` regret and anger. Service providers should take all kinds of effort to prevent this by designing delivery of good human services. The current study also found that satisfaction, regret, and anger had differential effect on re-patronage intention and negative word-of-mouth intention. Specifically, the study has demonstrated that satisfaction forced by servicescape and human services had positive influence on re-patronage intention, but negative influence on negative WOM intention. However, on the contrary, regret and anger had negative influence on re-patronage intention, but positive influence on negative WOM intention. The current study has made academic contribution in that it empirically investigated the relative importance of physical component (servicescape) and human component of service quality (human services). The study has also made methodological contribution by employing videos as part of scenario method, for the first time in domestic research. This research has raised issues on the importance of human services, particularly in healthcare services. Also it has suggested the need to consider servicescape and human services in an integrative manner. Finally, limitations of the research and directions of future research were suggested.

스마트 헬스케어의 개념과 서비스 제공자에 대한 법적 연구

최종권 이화여자대학교 생명의료법연구소 2020 Asia Pacific Journal of Health Law & Ethics Vol.14 No.1

Recently, the world including Korea is in the middle of the Smart Era. It affects the healthcare field as well, and ‘Smart Healthcare’ is remarkably developing and growing. In the meantime, in the healthcare field, services have been improved quantitatively and qualitatively with the steady training of health care personnel(HCP). In addition, a stable system was established through solidification of the category of service and improvement of health insurance system etc. However, with the spread of ‘Smart Healthcare’, change in the previous system and legal system is inevitable. If the legislation for ‘Smart Healthcare’ is delayed, citizens’ right to choose healthcare services may be limited. The industry may lag behind intensifying domestic and international competition, and the state may not be able to adequately respond to changing realities such as an ultra-aging society. Therefore, the present writer attempt to conceptualize ‘Smart Healthcare’, and propose a method for classification and legal acceptance of smart healthcare service providers. 최근 우리나라를 포함하여 전 세계는 스마트(smart) 시대의 한가운데에 있고, 그것은 헬스케어 분야에도 영향을 미쳐 ‘스마트 헬스케어’가 두드러지게 발전, 성장하고 있다. 그동안 헬스케어 분야는 보건의료 인력의 꾸준한 양성으로 서비스의 양적·질적 향상을 가져왔고, 업종의 견고화·건강보험제도의 개선 등을 통해 안정적인 체계를 구축해왔다. 하지만 스마트 헬스케어의 확산으로 종전 체계 및 법제도의 변화가 불가피하게 되었다. 스마트 헬스케어에 대한 입법 지체로 인하여 수요자인 국민의 서비스 선택권이 제한될 수 있고, 심화하는 국내외 경쟁에서 뒤처질 수 있으며, 국가의 입장에서는 초고령화 사회 등 변화하는 현실에 적절히 대응하지 못할 수도 있다. 이에 헬스케어의 개념과 더불어 스마트 헬스케어의 법적 개념화를 시도하고, 입법안을 제안하고자 한다. 또한 헬스케어 서비스에 대한 법적 규율은 주로 ‘서비스 제공자’에 있다는 점에 주목하여, 스마트 헬스케어 서비스 제공자에 대한 유형 분류와 법적 수용 방안을 제시하고자 한다.

u-환경에서 헬스케어 응용 서비스 지원 액티브 모델 기반의 서비스 컴포넌트에 관한 연구

정창원 ( Jeong Chang Won ),주수종 ( Joo Su Chong ) 한국인터넷정보학회 2010 인터넷정보학회논문지 Vol.11 No.2

본 논문에서는 u-헬스케어 응용 서비스 지원을 위한 액티브 모델 기반의 서비스 컴포넌트를 제안한다. 서비스 컴포넌트는 헬스케어 응용 서비스의 개발을 지원하기 위해 기능을 세분화하여 구현하였다. 특히, 분산 객체그룹 프레임워크를 기반으로 다양한 헬스케어 홈서비스에 분산객체 기술을 이용하여 통합된 환경에서 적응형 정보 서비스를 제공하는데 중점을 두었다. 그리고 본 논문에서 제안한 서비스 컴포넌트를 헬스케어 홈 모니터링, 모바일 모니터링, 웹기반 모니터링과 같은 헬스케어 응용 서비스에 적용하여 수행 결과를 보인다. 또한 응답시간과 네트워크 부하와 시스템 부하에 대한 성능 평가 결과를 보였다. In this paper, we propose a service component based on active model for supporting a variety of u-healthcare application services. It implemented that component as a classification of function for developing healthcare application services. Especially we focus on the adaptive information service in integrated environment using a distributed object technologies of the various healthcare home service based on distributed object group framework. And we shows the service component applying to Healthcare application services such as healthcare home monitoring, mobile monitoring and web based monitoring. Also, we show the performance evaluation results such as response time, system load and network load.

의료전문가와 의료서비스에 대한 노인들의 차별 경험의 주관적 인식 유형 연구: Q방법론 활용

김주현,주경희,오혜인,윤찬흠 한국사회학회 2019 韓國社會學 Vol.53 No.4

This study aims to explore the attitude and perception of the elderly revealed in the experience with healthcare services and healthcare professionals they meet to address health and medical problems among their everyday life issues. In this paper, Q-methodology was applied on a P-sample of 49 elderly persons by using 38 Q-statements. As a result of the analysis, it was found that the relationship with medical professionals formed differently and the perception of the discrimination and the attitudes toward the medical service experience vary according to the situation and characteristics of each elderly. The data were analyzed with PQ Method and the following 5 types were derived from the analysis: healthcare consumers who consider communication important (Type 1), malcontent healthcare adaptors (Type 2), Minimum burden bearer of healthcare cost (Type 3), self-reliant healthcare seekers (Type 4), and skeptics of healthcare who have experience in discrimination (Type 5). Based on the analysis results, the various types of the elderly's perception toward healthcare professionals whom they meet to address their health problems are found to be differentiated on the manner of communication with healthcare professionals, the level of trust in healthcare professionals, types of coping mechanism with one’s own illness, and the level of the perception of ageism. Different types of the subjectivity toward healthcare professionals showed differences in communication and interaction with healthcare professionals and in ‘self-ageism‘ as well as the perception of discrimination which the elderly experience during the reception of healthcare services. 본 연구의 목적은 노인이 건강과 의료문제를 해결하기 위해 만나는 의료전문가와 의료서비스의 경험을 통해 나타나는 노인의 주관적 태도와 인식을 살펴보는 것이다. Q방법론을 적용한 본 연구는 38개의 Q진술문에 대하여 49명의 노인 P표본을 연구에 활용하여 분석하였다. 분석의 결과, 노인의 상황과 특성에 따라 의료전문가와의 관계가 차별적으로 형성되고 의료서비스 경험에서 느끼는 차별인식과 이에 대한 태도가 다양하게 나타났다. 분석결과 5가지 유형이 도출되었다. 제1유형은 소통중시 의료소비형, 2유형은 불만 속 의료순응형, 3유형은 의료비 최소부담형, 4유형은 주체적 의료추구형, 5유형은 차별 경험 의료불신형으로 나타났다. 분석결과를 토대로 노인집단이 자신의 건강문제를 해결하기 위해 만나는 의료전문가에 대한 주관적 인식유형은 의료전문가와의 의사소통방식, 의료전문가에 대한 신뢰 정도, 자기질병 대응 그리고 연령주의 인식의 수준에 있어 각기 다른 특징을 보였다. 의료전문가와의 의사소통의 문제가 차별적으로 나타나며 의료전문가와의 상호작용과 의료서비스 과정에서 노인들이 경험하는 차별인식뿐만 아니라 노인들 내부에 존재하는 자기연령주의(self ageism)에 따라서 의료전문가에 대한 주관성의 유형이 구분된다.

헬스케어공간 서비스스케이프 물리적 증거의 디자인 연출 특성 연구 - 공간 사용자경험 디자인 특성을 중심으로 -

이민아 ( Mina Lee ) 한국공간디자인학회 2019 한국공간디자인학회논문집 Vol.14 No.2

(연구배경 및 목적) 현대사회는 건강한 생활을 통한 삶의 질 향상에 주목하고 있다. 이에 대응하기 위한 헬스케어 목적의 의료서비스를 제공하는 서비스스케이프에 대한 연구가 요구된다. 그 중에서도 사용자에 반응하여 서비스 경험을 발생시키는 물리적 증거에 대한 디자인적 접근 연구가 필요하다. 따라서 본 연구는, 물리적 증거에 반영된 공간디자인 표현요소와 공간 사용자경험디자인 표현 특성과의 관계 연구를 통해, 헬스케어공간에서 서비스 개선을 위한 물리적 증거의 디자인 연출 방안을 제시하고자 했다. (연구방법) 헬스케어공간의 서비스스케이프와 공간 사용자경험 디자인 관련 선행연구를 바탕으로 한 이론 고찰과 대표적인 헬스케어공간으로 Y병원의 로비공간을 대상으로 분석하였다. 우선적으로 헬스케어공간의 서비스스케이프에서 물리적 증거가 구현하고자 하는 서비스 유형화와 그에 따른 특성을 제시하였다. 제시한 서비스 유형과 공간 사용자경험 디자인에 대한 개념적 의미와 표현 특성에 대한 선행연구를 바탕으로, 헬스케어공간 서비스스케이프의 물리적 증거 분석모형을 제시하였다. 사례공간을 직접 방문하여 분석모형을 기준으로, 물리적 증거에서 공간디자인 표현요소인 자극인자와 공간 사용자경험 디자인 표현요소인 반응인자 간의 서비스 경험을 생성시키는 관계 구조를 종합 분석하였다. (결과) 사례분석 결과 서비스스케이프의 물리적 증거는, 웨이파인딩과 커뮤니케이션 그리고 브랜딩 서비스 제공을 위해 공간디자인 표현요소 중 색채를 중심으로 공간 사용자경험이 가능하도록 집중적으로 반영되어 있었다. 또한 공간 사용자경험 디자인 특성 중 시각적 자극과 지속적인 정보 제공을 통해 심리적 만족감을 유도하고 접근을 용이하게 하여 공간의 서비스 경험을 원활하게 만들었다. 특히 공간 사용자경험 디자인 표현특성이 최다 적용된 사인 및 미디어 관련 물리적 증거는, 서비스스케이프 내에서 연속적 경험의 흐름을 위한 효율적인 웨이파인딩과 커뮤니케이션 서비스 구현을 가능하게 하는 주요 장치임을 알았다. (결론) 헬스케어공간 서비스스케이프는 치료만이 아닌 생활의 질 향상을 위한 건강관리 및 질병예방을 목적으로 하는 환경으로 구축되어야 한다. 이를 위해 서비스 프로세스 내에서의 물리적 증거는, 사용자의 경험을 형성시키는 공간 사용자경험 디자인 표현 인자에 반응하기 위한 공간디자인 표현요소의 적극활용이 주요함을 확인하였다. 앞으로 능동적인 서비스 경험을 위한 복합 감각적 지각 영역으로서 효과적인 서비스 커뮤니케이션이 가능하도록, 공간 사용자경험 디자인 관점에서의 서비스스케이프가 계획되어야 할 것이다. (Background and Purpose) In contemporary society, there is heightened interest in the improvement of quality of life through healthy living. In this respect, research needs to be conducted on the servicescape that provides medical services for healthcare. In particular, a design approach to physical evidence is needed, to generate service experience through response to users. Therefore, this study was intended to present design expression methods of physical evidence for service improvement in healthcare spaces, by examining the relationship between expression factors of spatial design reflected in physical evidence and characteristics of Spatial User eXperience Design (SUXD) expression. (Method) We looked into the lobby of Y hospital as the most typical healthcare space, along with theoretical considerations based on the preceding studies related to the servicescape and SUXD of healthcare space. In the first place, we presented the typification of services to be implemented by the physical evidence in the servicescape of healthcare space and their characteristics. A model was presented for analysis on physical evidence of healthcare space servicescape based on the preceding studies that investigated the conceptual meaning of SUXD, the proposed service type and the characteristics of expressions. Based on the analytical model, we performed comprehensive analysis of the relationship structure that generated the service experience between the stimulus factor, the expression factor of spatial design in physical evidence, and the response factor, the expression factor of SUXD, by making direct visit to the space of concerned case. (Result) The results of the case analysis showed that the physical evidence of servicescape was intensively reflected to enable spatial user experience based on the color among the expression factors of spatial design in order to provide the wayfinding, communication and branding services. In addition, psychological satisfaction was induced through visual stimulation and constant provision of information, among the characteristics of SUXD, along with an increased accessibility, so as to facilitate the spatial service experience. Particularly, the physical evidence related to the signage and media, which applied the characteristics of SUXD expression, was found to be the major mechanism allowing the wayfinding and communication services to be delivered efficiently for continuous flow of experience within the servicescape. (Conclusion) The healthcare space servicescape should be created not only for medical treatment but also for healthcare and disease prevention to achieve improvement of the quality of life. For that, active utilization of the factors of the spatial design expression was found to be important for the response to the factors of SUXD expression which would form the user experience in regard to the physical evidence. The servicescape should be planned from the perspective of SUXD to enable effective service communication as a realm of multi-sensory perception for active service experience in the period ahead.