The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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The Effect of Service Qualities with University Hospitals in Daejeon on their Overall Service Satisfaction

대전지역 대학병원의 서비스 품질이 전반적인 병원 서비스 만족에 미치는 영향

  • Suh, Jeong-Kyo (Department of Health Administration, Joongbu University) ;
  • Jang, Seo-Kyeong (Department of Health Administration, Joongbu University)
  • 서정교 (중부대학교 보건행정학과) ;
  • 장서경 (중부대학교 보건행정학과)
  • Received : 2013.10.21
  • Accepted : 2013.11.25
  • Published : 2013.12.30
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Abstract

The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.

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