東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back to Search results for [ null ]

Switch To: Labeled | MARC Mode | ISBD

Applicability of the gap analysis me...

Arunasalam, Ruthra Ganthan.

Linked to FindBook

Google Book

Amazon

博客來

Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs./
Author:	Arunasalam, Ruthra Ganthan.
Description:	266 p.
Notes:	Source: Dissertation Abstracts International, Volume: 64-04, Section: A, page: 1326.
Contained By:	Dissertation Abstracts International64-04A.
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3088486

Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs.
Arunasalam, Ruthra Ganthan.

Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs. - 266 p.

Source: Dissertation Abstracts International, Volume: 64-04, Section: A, page: 1326.

Thesis (Ph.D.)--Rensselaer Polytechnic Institute, 2003.

This research provides a quantitative approach to analyzing the impact of the preferred provider organization (PPO) program, an alternative directed health care program into the Workers' Compensation System, on the quality of medical service, return to work and costs. In 2001, the New York State Workers' Compensation Board incurred Subjects--Topical Terms:

626628
Business Administration, Management.

Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs.
LDR:03525nmm 2200277 4500 001 1860756
005 20041108070321.5
008 130614s2003 eng d
035 $a (UnM)AAI3088486
035 $a AAI3088486
040 $a UnM $c UnM
100 1 $a Arunasalam, Ruthra Ganthan. $3 1948384
245 1 0 $a Applicability of the gap analysis methodology in measuring service quality in workers' compensation managed care health programs.
300 $a 266 p.
500 $a Source: Dissertation Abstracts International, Volume: 64-04, Section: A, page: 1326.
500 $a Adviser: William A. Wallace.
502 $a Thesis (Ph.D.)--Rensselaer Polytechnic Institute, 2003.
520 $a This research provides a quantitative approach to analyzing the impact of the preferred provider organization (PPO) program, an alternative directed health care program into the Workers' Compensation System, on the quality of medical service, return to work and costs. In 2001, the New York State Workers' Compensation Board incurred $1 .05 billion and $2 .22 billion in workers' compensation medical and indemnity costs, respectively. This research methodology will augment workers compensation research in measuring service quality determinants and assessing programmatic success/failure of managed care programs in workers compensation. This research contrasts the PPO program and the traditional fee-for-service operation. The analyses compared service quality constructs---service outcomes, medical process, service delivery, service specifications and service costs against standard benchmarks used in the workers' compensation environment. Three types of analyses were performed: reliability and validity analyses of the SERVQUAL survey instrument, comparative analyses between the PPO program and the fee-for-service program with standardized benchmarks using the service quality construct/gap analyses methodology, and logistic regression analyses to determine the cause-and-effect relationship between SERVQUAL scores and the service quality constructs. The results indicate the applicability of the gap analysis methodology in the workers' compensation environment. This methodology provides a framework of service quality measurable constructs that can be expanded and enhanced. The methodology is also applicable in any service quality environment that produces benchmarks and outcomes. The methodology is diagnostic in its application and useful in a programmatic perspective. The use of the service quality model was appropriate to show a relationship between the service quality (SERVQUAL) or patient satisfaction scores with the service quality constructs/gaps. The research also shows evidence that the PPO program exhibits faster return to work and incurs fewer days away from work. Duration of medical care treatment is also shorter, with more extensive use of medical treatments. Although accessibility to health care providers was a problem, the PPO program does ensure that access is granted to a within PPO network medical specialist. Medical costs and indemnity were significantly lower than the fee-for-service model. Indemnity costs were also less than half of the fee-for-service model. Policy implications to the State of New York are also discussed.
590 $a School code: 0185.
650 4 $a Business Administration, Management. $3 626628
650 4 $a Health Sciences, Health Care Management. $3 1017922
650 4 $a Health Sciences, Occupational Health and Safety. $3 1017799
690 $a 0454
690 $a 0769
690 $a 0354
710 2 0 $a Rensselaer Polytechnic Institute. $3 1019062
773 0 $t Dissertation Abstracts International $g 64-04A.
790 1 0 $a Wallace, William A., $e advisor
790 $a 0185
791 $a Ph.D.
792 $a 2003
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3088486