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Objectives: This study was undertaken to analyze the difference between the expectation and performance of service quality provided by a medical institution with outsourced employees in charge of telephone booking services at the medical institution, and use the results to establish strategies for efficient outsourcing management tasks. Methods: The data were collected through a self-administered questionnaire survey of 197 employees providing telephone booking services at four upper-scale general hospitals located in Seoul. A paired t-test was used to analyze the difference between the expectation and performance of service quality, and an importance-performance analysis (IPA) was conducted to derive strategies. Results: Among the determinants of perceived service quality, tangibles showed a great difference between expectation and performance and were found to be an area that requires urgent improvements with consistent interest and concern in the IPA matrix. Conclusions: Therefore, there is a need for strategies to prioritize improvement in tangible aspects of service quality for internal customer satisfaction and maintain reliability and assurance.

Difference in Recognition of Internal Customer Service Quality of Outsourcing Staff in Hospital Using IPA