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공공병원과 민간병원입원환자의 고객만족도와의료기관신뢰도가고객충성도에 미치는영향

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Author(s)
양미견
Issued Date
2010
Keyword
customer loyalty customer satisfaction trust in hospital public hospital private hospital inpatients
Abstract
This study was conducted to identify the influence of customer satisfaction and trust in hospital of inpatients on their loyalty towards hospital. Study subjects were 300 inpatients utilized a private hospital(150) and a public hospital(150) in a city, from whom the data was collected using structured questionnaire. As a result of hierarchical multiple regression analysis set dependent variable as customer loyalty, the major findings and their implications as follows;
Overall customer satisfaction(β=0.071, p=.000) and trust in hospital(β=0.078, p=.000) were the factors improving significantly customer loyalty toward hospital retrospectively. Regarding sub-dimensions of customer satisfaction, the higher score of satisfaction with 'outcome'(β=0.183, p=0.000), 'skill and professionality'(β=0.134, p=0.081), respect and service(β=-0.084, p=0.072) were, the higher customer loyalty was. Regarding sub-dimensions of trust in hospital, trust in technology and professionality(β=0.183, p=0.000) and credibility(β=0.063, p=0.072) increased signif- icantly customer loyalty towards hospital they have utilized. Besides above factors, customer's loyalty towards public hospital was significantly higher than that towards private hospital(β=0.397, p=0.028).
In conclusion, our finding suggested that the strategy to manage customer loyalty should not target the tangibles such as procedure or physical environment of hospital but outcome and trust in professionality which customers perceived.
Alternative Title
The Influence of Customer Satisfaction and Trust in Hospital on Loyalty in Some Inpatients of Public and Private Hospitals
Alternative Author(s)
yang mi kyun
Affiliation
보건학과
Department
보건대학원 보건학과
Advisor
강명근
Awarded Date
2011. 2
Table Of Contents
목차

표 목차 iii
그림 목차 iv
Abstract v

Ⅰ. 서론 1
A. 연구배경 및 필요성 1
B. 연구목적 3

II. 연구방법 4
A. 연구대상 4
B. 자료수집 기간 및 방법 4
C. 조사도구 및 주요 연구변수 4
D. 분석방법 7

III. 연구결과 9
A. 연구대상자의 특성분포 9
1. 연구대상자의 의료기관별 일반적 특성분포 9
2. 연구대상자의 의료기관별 의료이용특성 분포 11
B. 특성변수와 고객충성도의 관련성 13
1. 일반적 특성과 고객충성도의 관련성 13
2. 의료이용특성별 고객충성도 13
C. 고객만족, 의료기관 신뢰도 및 고객충성도의 관련성 16
D. 고객충성도에 영향을 미치는 요인 18

IV. 고찰 21

V. 요약 및 결론 26

참고문헌 27

부록 30
Degree
Master
Publisher
조선대학교보건대학원
Citation
양미견. (2010). 공공병원과 민간병원입원환자의 고객만족도와의료기관신뢰도가고객충성도에 미치는영향
Type
Dissertation
URI
https://oak.chosun.ac.kr/handle/2020.oak/2195
http://chosun.dcollection.net/common/orgView/200000241077
Appears in Collections:
Medicine & Parmacy > Theses(Master)(의학전문대학원/보건대학원/임상약학대학원)
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