농촌지역 2차병원의 의료 서비스 만족도와 고객충성도와의 관련성
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Relationship of satisfaction and customer's
loyalty for secondary hospital in rural areas
Gwon Oh Suk
Advisor : Park Jong M.D. M.P.H. Ph.D.
Department of Public Health
Graduate School of Public Health
Purpose : This reserch's object is using patient on secondary hospitals in rural areas, investigate medical service satisfaction and customer loyalty's relation, Futhermore tried effective medical service way on secondary hospital in rural areas to seek
Method : This research was investigated to search Secondary hospitals in rural areas medical service satisfaction and customer's relation. We selected secondary hospital each one among Jeollanam-do's 4 gun more than 100 bedside and then we decided that Object were coming patients or protectors. Data gathering term is 10th October in 2011 to 30th October in 2011 for 20days, Data gathering mean was resercher and trained investigator distribute questionnaire to staying patient oneself and protectors and then explained reserch's purpose after that answer personally at there, if they need something, the interviewer made a question and wrote that. Data analysis needed t-test, 1 way analysis of variance, correlation analysis and then did simple analysis. variables of customer loyalty appeared keeping a fact in mind relation in simply analysis on correcting condition investigated medical service satisfaction and customer loyalty's relation by regression analysis.
Result : regression analysis result and variables of customer loyalty appeared keeping a fact in mind relation are age, education standard, income, kind of medicaid, care place before coming, company coming hospital, a fee for consultation, hospital service satisfaction, service satisfaction etc. after another factor effect control, hospital service satisfaction, service satisfaction appear keeping a fact in mind relation with customer loyalty(p<0.001). These variables's customer loyalty for explanation was 47.7%.
Conclusion : After analysis medical service satisfaction have a effect loyalty, hospital's facilities and environment, using the hospital or convenience of administrative procedures, skill of medical team, whole satisfaction and hospital satisfaction about medical service, suggestion from acquaintance etc can check having a positive effect. Increase patient's service satisfaction and then raising hospital's loyalty mind is important in secondary hospital in rural areas.
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