일개 공공병원의 의료서비스 만족도와 재이용의사에 관한 연구

• Accepted : 2013.12.05
• Published : 2013.12.31
• 68 31

Abstract

The aim of this study was to provide the basic data for the betterment of public medical services. A questionnaire survey on the quality of the services and the intention of revisiting the hospital was administered to 330 patients in a public hospital located in Seoul. The mean satisfaction of hospital medical services was 4.11, whereas that of the revisiting intention was 3.94. The relationship between the satisfaction of medical services and the intention of revisiting was significant (t=11.335, p<.001). The intention of revisiting increased with increasing satisfaction of medical services of a hospital. Therefore, to enhance satisfaction, a hospital should identify the needs of people looking for a public hospital, increase rapport with the neighboring communities, and provide public amenities.

Keywords

Hospital revisiting intent;Patient satisfaction;Public hospitals

Acknowledgement

Supported by : 서울의료원

References

1. H. S. Kim, Study on relationships of medical service quality, customer satisfaction and royalty, Master's thesis, Changwon National University, 2006.
2. K. K. Moon, Study on the effects of hospital service factors on customer satisfaction, Master's thesis, Chosun University, 2004.
3. C. Kwon, S. H. Lee, & M. S. Sohn, "Market Segmentation of Outpatient Services on the based of Consumption Values in Hospitals", Korean Journal of Hospital Management, Vol. 2, No. 1, pp. 96-113, 1997.
4. C. K. Lee, The Degree of participation in shared decision-making and patient satisfaction, Master's thesis, Kyungwon University, 2008.
5. Y. M. Jung, "The research on marketing activities and financial performance in small and medium hospitals", Korean Journal of Hospital Management, Vol. 15, No. 3, pp. 33-46, 2010.
6. O. H. Cho, S. H. Lee, H. J. Lee, & K. H. Jhun, Medical service marketing, Seoul: Toeseoldan, 1999.
7. S. I. Kang, Study on the awareness of public medical authority users and workers in the medical care services, Master's thesis, Ajou University, 2005.
8. K. H. Kang, A study on the effects of medical care service quality on patient satisfaction, hospital image and customer loyalty, Master's thesis, Jeju National University, 2006.
9. W. O. Bearden, & J. E. Teel, "Selected determinants of consumer satisfaction and complaint reports", Journal of Marketing Research, Vol. 20, No. 1, pp. 21-28, 1983. DOI: http://dx.doi.org/10.2307/3151408 https://doi.org/10.2307/3151408
10. J. J. Moon, A study on the public healthcare plan and evaluation for enhancing public interest in public hospitals, Seoul: Korea Health Industry Development Institute, 2006.
11. H. W. Lee, Comparison of operational performance between public hospitals and private hospitals, Master's thesis, Yonsei University, 2004.
12. K. D. Min, Comparison of the admission patient's satisfaction between public and private medical center, Master's thesis, Ajou University, 2005.
13. S. J. Moon, Study on the satisfaction at medical service and intention of reuse of hospital, Master's thesis, Chosun University, 2008.
14. A. G. Woodside, L. L. Frey, & R. T. Daly, "Linking service quality, customer satisfaction, and behavioral intention", Journal of Health Care Marketing, Vol. 9, No. 4, pp. 5-17, 1989.
15. R. L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469, 1980. DOI: http://dx.doi.org/10.2307/3150499 https://doi.org/10.2307/3150499
16. J. E. Swan, J. C. Sawyer, & J. G. Van Matre, "Deepening the Understanding of Hospital Patient Satisfaction: fulfillment and equity effects", Journal of Health Care Marketing, Vol. 5, No. 3, pp. 7-18, 1985.
17. B. K. Han, A study on medical personnel on patient satisfaction and revisit determines of hospital: focus on korea university anam hospital, Master's thesis, Korea University, 2010.
18. J. S. Lee, Study on the patients' satisfaction at medical service and intention of reuse of hospital. Master's thesis, Hanyang University, 2010.
19. J. H. Nam, Analysis on determinants of utilizing public health services. Master's thesis, Sungkyunkwan University, 2008.
20. S. C. Seol, & S. B. Kim, "A study on the relationship among medical service quality, intention of re-use, word-of-mouth effects-in case of general hospital and special hospital", Daehan Journal of Business, Vol. 45, No. 8, pp. 1485-1507, 2004.
21. J. Jang, The influence of the perception of medical service quality on its satisfaction, Master's thesis, Seoul National University of Science and Technology, 2012.
22. H. J. Ju, Patient satisfaction of medical service, Master's thesis, Kosin University, 2009.
23. G. S. Choe, Structural modeling of quality, satisfaction, value and purchase intention in health care service, Doctoral dissertation, Yonsei University, 1999.
24. F. Faul, E. Erdfelder, A. Buchner, & A. G. Lang, "Statistical power analysis using G$^{*}$Power 3.1: Test for correlation and regression analysis", Behavior Research Methods, Vol 41, No. 4, pp. 1149-1160. 2009. DOI: http://dx.doi.org/10.3758/BRM.41.4.1149 https://doi.org/10.3758/BRM.41.4.1149
25. D. W. Ha, M. G. Kang, J. Park, & Y. Kim, "A study on the influence of customer satisfaction with non-medical services on loyalty of inpatients in a university hospital", The Medical Journal of Chosun University, Vol. 32, No. 3, pp. 49-61, 2007.
26. S. K. Yun, Study on the effect of medical service quality to the customer satisfaction, Master's thesis, Mokpo National University, 2005.
27. J. I. Kang, Satisfaction with medical service quality of in-patient of a public hospital, Master's thesis, Hanyang University, 2010.
28. Y. C. Jin, Research of patients satisfactory factor in outpatient medicals service, Master's thesis, Hanyang University, 2005.
29. H, K. Yoo, The study on the factors affecting to the degree of patient's satisfaction: Focused on D hospital in Suwon city, Master's thesis, Ajoo University, 2003.
30. J. S. Kim, "Effect of Physical Environment of Hospital on Customer' Satisfaction and Worth of Mouth, Revisit Intention", Journal of the Korea Academia-Industrial cooperation Society, Vol. 13, No. 10, pp. 4645-4652, 2012. DOI: http://dx.doi.org/10.5762/KAIS.2012.13.10.4645 https://doi.org/10.5762/KAIS.2012.13.10.4645
31. M. J. Binter, "Evaluating service encounters: the effects of physical surroundings and employee", Journal of Marketing, Vol 54, No. 2, pp. 69-82, 1990. DOI: http://dx.doi.org/10.2307/1251871 https://doi.org/10.2307/1251871

Cited by

1. The Effects of Quality of Care, Image, Role Performance Perceived by Community Residents on Medical Service Satisfaction to Public Hospitals vol.24, pp.2, 2014, https://doi.org/10.4332/KJHPA.2014.24.2.153