Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement.
Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement.
Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement.
Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

Abstract
 1. 서론
 2. 선행연구 고찰
  2.1. 종합건강검진
  2.2. Kano 모델
  2.3. 고객만족계수(CSC) 및 잠재적 고객만족 개선 지수(PCSI Index)
 3. 연구방법
  3.1. 연구방법 및 절차
  3.2. 자료수집방법
 4. 연구결과
  4.1. 표본의 일반적 특성
  4.2. 종합건강검진 의료서비스 품질에 대한 Kano 모델분석 결과
  4.3. 종합건강검진 의료서비스 품질에 대한 고객만족계수 분석결과
  4.4. 잠재적 고객만족 개선 지수(PCSI Index) 분석결과
 5. 결론
  5.1. 결과요약 및 시사점
  5.2. 연구의 한계 및 제언
 References

• Ae-Jun PARK(Dept. of Healthcare Management, Catholic-Kwandong University) | 박애준