의료서비스 만족도와 병원 재이용 의사에 관한 연구

Abstract

ABSTRACT

A Study on the Satisfaction and Intention to Reuse of Effect of Medical service user

Sang-Jun, Moon Advisor : Prof. Jong-Rok Yoon, Ph.D. Department of Business Adminstration Graduate School of Business Adminstration, Chosun University

The Purpose of this study is to identify the nature of the patient service of hospital, and based that, to examine the relationship of hospital patient's perceived, overall satisfaction, intent to revisit. The sample used in this study consisted of 250 inpatients and 237 outpatients hospital. Data were collected with interview survey using path analysis. The major results of the analysis are as follows: Firstly It shows the dimension of outpatient service was categorized into 6 dimension, that is satisfaction with Physicians, nurses, other support staff, convenience for procedure, physical environment and facility convenience. Inpatient service was also into that was satisfaction with Physicians, nurse, other support staff, administrative procedure, of hospitalization, physical environment and facility convenience. secondly, the reliability and validity of inpatient and outpatient service items was satisfied. thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service, especially, of hospitalization revisit, in that order, as follows; overall satisfaction, satisfaction with Physicians ,Physical environment, satisfaction with other support staff, administrative procedure. in case of outpatient, as follows; overall satisfaction, procedure, satisfaction with Physicians, satisfaction with nurses, facility convenience. In conclusion, The result of the study indicate that university hospital should make an effort to improve the satisfactory level of patients with services provided by physicians, nurses, other support staff, the of administrative procedure, physical environment, and facility convenience for enhancing the intent to revisit of patients.