Journal of the Korean Society of Radiology (한국방사선학회논문지)

The Korean Society of Radiology (한국방사선학회)
권호 표지
DOI QR코드

DOI QR Code

PET-CT study of satisfaction with health services inspector

PET-CT 검사자의 의료서비스 만족도에 관한 연구

  • Kang, Su-Man (Department of Radiation Oncology, Kosin University Gospel Hospital) ;
  • Kim, Kap-Sik (Department of nuclear medicine, Kosin University Gospel Hospital)
  • 강수만 (고신대학교 복음병원 방사선종양학과) ;
  • 김갑식 (고신대학교 복음병원 핵의학과)
  • Received : 2011.06.24
  • Accepted : 2011.08.22
  • Published : 2011.08.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study was focused to the effects of cancer patient's perceived quality of medical service upon satisfaction as a customer who have been stressed to face the death. we established research model between medical service quality and customer satisfaction, and build up 4 hypotheses between tangibility, expertise, credibility, responsiveness and customer satisfaction. 220 responses were used to analyzed with multiple regression analysis by SPSS for Windows 14.0K. All 4 hypotheses were accepted. Among 4 independent variables tangibility was most effective to customer satisfaction as coefficient-0.298, and next expertise was as coefficient 0.237. From the results we suggested the implications as follows; first, the medical institute have to develop medical service based on tangibility, expertise, credibility, responsiveness. Second, such services might bring higher customer satisfaction. Third, the patient satisfaction may lead to extend its own life. Fourth, the hospital also may survive long against the competitive environment with such services.

본 연구는 암 환자가 암 검사를 받으면서 지각하는 의료서비스품질이 환자의 만족도에 미치는 영향을 고찰함으로써, 의료서비스품질의 어떤 점이 부족한지를 발견하고, 이에 대한 개선점을 찾는데 그 목적을 두었다. 이를 위해 본 연구는 의료서비스와 고객만족간의 관계에 관한 모델을 수립하고 의료서비스의 구성개념으로 유형성, 전문성, 신뢰성, 대응성을 제시하였고, 이들 의료서비스 품질과 고객만족 간의 관계에 관한 모형을 개발하고, 이 모형에 따라 4개의 가설을 설정하였다. 설문에 응답한 총 220명의 가설검정을 위한 실증조사 분석은 SPSS (Statistical Package for Social Sciences) for Windows 14.0K를 사용하여 분석하였다. 모든 가설은 다중회귀분석으로 검정한 결과 연구가설 H1, H2, H3, H4는 모두 채택되었다. 네 가지 연구모형 변수 중 에서 서비스 품질에 따른 고객만족에 가장 큰 영향을 미치는 요인은 유형성이 0.298(t=5.541)로 가장 중요한 영향으로 나타났으며, 다음은 전문성이 0.237(t=-3.687)로 그 다음으로 중요한 영향요인으로 나타났다. 위와 같은 연구 결과 다음과 같이 의미를 제안해 볼 수 있다. 첫째 의료 기관은 유형성, 전문성, 신뢰성, 대응성을 중심으로 의료서비스를 개발하고 시행한다면 현재보다 더 높은 고객 만족을 이끌어 낼 수 있다는 시사점을 제시하였다. 둘째, 이러한 서비스는 높은 고객 만족도를 가지고 있습니다. 셋째, 이는 날로 새로워지는 의료시장의 경쟁 환경 가운데서도 의료기관의 본연의 목적인 환자 치료를 통한 생명 연장의 역할을 해낼 수 있다. 넷째, 이러한 서비스는 보다 높은 고객만족을 통한 의료기관의 생존과 보다 나은 의료서비스를 제공하는 전략개발에 활용할 수 있을 것이다.

Keywords

References

  1. Kotler P, Marketing Management: Analysis, Planning, Implementation, and Control, 8th, Prentic Hall, 1942
  2. Bearden, William O. and Jese E. Teel, "Selected Determinaants of Consumer Satisfaction and Complaint Reprots," Journal of Marketing Research, Vol, 20, February, PP.21-28, 1983. https://doi.org/10.2307/3151408
  3. Oliver, Richard L, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol. 17, November, PP.460-469, 1980. https://doi.org/10.2307/3150499
  4. Oliver, R. L. Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw-Hill, 1997.
  5. Woodruff, R. B., & Gardial, S. F. Know your customer: New approaches to understanding customer value and satisfaction. Cambridge, MA: Blackwell Publishers, Inc. 1996.
  6. Bitner, Mary J., "Evaluating Service Encounters : the Effects of physical surroundings on Employee responses," Journal of Marketing, Vol. 54, No. 2, PP.69-80, 1990. https://doi.org/10.2307/1251871
  7. Bitner, Mary Jo, Booms, Bernard, H. and Tetreault, S.M.,"The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54, No. 1, PP.71-84, 1990. https://doi.org/10.2307/1252174
  8. Parasuraman, A., Leonard Berry, and Valarie A. Zeithaml, "SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality" Journal of Retailing, Vol. 64, Spring, PP.12-40, 1988.
  9. Parasuraman A., V.A Zeithaml, and L.L. Berry, Aconceptual model of service quality and its implications for future research. J Mark, Vol. 49, No. 4, PP.41-50, 1985. https://doi.org/10.2307/1251430
  10. Westbrook, A., & Reilly, M. D. Value percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. In R. P. Bagozzi, & A. M. Tybout (Eds.), Advances in Consumer Research, Ann Arbor, MI: Ass, PP.256-261, 1983.
  11. Hair, J. F., R. E. Anderson, R. L. Tatham, W. C. Black, Multivariate Data Analysis with Readings, 4th ed., Prentice-Hall, 1995.
  12. Woodside AG, Frey L. Daly RT. Linking service quality. Customer satisfaction. and behavioral intension. J Health Care Mark, Vol. 9, No. 4, PP.5-17, 1989.
  13. Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol. 17, November, PP.460-469. https://doi.org/10.2307/3150499
  14. Lewis R. C. and Chambers, R E, "Marketing Leadership in Hospitality : Foundation and Practces, New York : Van Nostrand Reinhold, PP.63-64, 1989.
  15. Bopp KD, How patients evaluate the quality of care ambulatory medical encounters : A marketing perspectives. J Customer Res Vol. 17, PP.37-84, 1991.
  16. Vuori HV, Quality assurance of health services, regional office for Europe. WHO Copenhage, 1982
  17. Ware JE, Synder MK, Dimensions of patient attitudes regerding doctors and medical care services. Med Care, Vol. 8, No. 8, PP.66-82, 1975.
  18. Swan, Trawick, Siva, "How Industrial Salespeople Stain Customer Trust," Industrial Marketing Management, Vol. 14, PP.203-211, 1985. https://doi.org/10.1016/0019-8501(85)90039-2
  19. Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol. 17, November, PP.460-469. https://doi.org/10.2307/3150499
  20. Hospitality : Foundation and Practces, New York : Van Nostrand Reinhold, PP.63-64.
  21. Bopp KD, How patients evaluate the quality of care ambulatory medical encounters : A marketing perspectives. J Customer Res, Vol. 17, PP.37-84, 1991.
  22. Vuori HV, Quality assurance of health services, regional office for Europe. WHO Copenhage, 1982.
  23. Blake, R. R. and J. S. Mouton(1970), The Grid for Sales Excellence, New York, McGraw Hill Book Co., 1982.
  24. Buzzota, V. R., R. E. Lefton, and M. Sherberg, Effective Selling Through Psychology, New york, John Wiley and Sons, Inc., 1972.
  25. Kohli, Ajay k. and Bernard J. Jaworski, "Market Orientation: The Construct, Research Propositions and Management Implications," Journal of Marketing, Vol. 54, April, PP.1-18, 1990.
  26. Kohli, Ajay k., Bernard J. Jaworski and Ajith kumar, "MARKOR: A Measure of Market Orientation," Journal of Marketing Research, Vol. 30, November, PP.467-477, 1993. https://doi.org/10.2307/3172691
  27. Narver, John C and Stanley F. Slater, "The Effect of Market Orientation on Business Profitability," Journal of Marketing, Vol. 54, October, PP.20-35, 1990. https://doi.org/10.2307/1251757