디지털융복합연구 (Journal of Digital Convergence)

  • 제13권10호
  • /
  • Pages.459-470
  • /
  • 2015
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

의료기관의 종합적 품질경영(TQM)과 내부고객만족에 대한 구조모형

Structure Model for TQM and Internal Customer Satisfaction of Medical Institutions

  • 심규범 (경남정보대학교 의무행정과)
  • Shim, Gyu-Beom (Dept. of Health Service Administration, Kyungnam College of Information & Technology)
  • 투고 : 2015.08.15
  • 심사 : 2015.10.20
  • 발행 : 2015.10.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

이 연구는 의료기관의 종합적 품질경영(TQM)이 내부고객만족에 미치는 영향을 파악하여 내부고객인 직원들의 만족도를 높여 고객에 대한 서비스의 질을 향상할 수 있는 방법을 알아보고자 시행하였다. 이를 위하여 부산광역시, 대구광역시, 울산광역시, 경상남도의 5개 대학병원 종사자 500명을 대상으로 2015년 2월 2일부터 4월 30일까지 설문조사를 실시하였으며, 총 476부를 최종연구에 활용하였다. 조사결과로는 첫째, 경영층의 리더십은 품질경영활동 중 교육훈련과 직원참여에 영향을 미치는 것으로 분석되었으나, 인적자원관리와 업무의 질에는 영향이 없었다. 둘째, 병원조직문화는 품질경영활동의 모든 변수에 영향을 미치는 것으로 분석되었다. 셋째, 품질경영활동, 경영층의 리더십, 병원조직문화는 내부고객만족에 영향을 미치는 것으로 분석되었다. 따라서 내부고객인 직원들의 만족도가 높아야 외부고객인 환자들에 대한 의료 서비스 질이 높아질 수 있고, 이것이 병원의 경쟁력으로 작용하여 경영수익의 향상을 기대할 수 있다.

The study was conducted to find out way that improves service quality for external customers by identifying the impact of Total Quality Management(TQM) on the internal customer satisfaction and then raising the personnel satisfaction measurement in medical institutions. To this end, we carried out a survey of 500 employees from five university hospitals in three metropolitan cities of Busan, Deagu and Ulsan and Gyeongsangnam-do province from February 2 to April 30, 2015, and utilized 476 cases for this study finally. First, in the result of analysis, the leadership of management hierarchy affects education and training and employee participation, but not human resource management nor quality of the work among quality management activities. Secondly, the culture of medical service organization has an effect on every variable of quality management activities. And finally, internal customer satisfaction is influenced by quality management activities, the leadership of management hierarchy and the culture of medical service organization.

키워드

참고문헌

  1. S. H. Chung, D. H. Lee, Impacts of TQM activities on employee's satisfaction in the support of task process, and on business performance in medical service industry, Journal of the Korea Service Management Society, Vol. 6, No. 1, pp. 57-84, 2005.
  2. S. Y. Choi, H. K. Jung, Effects of Ownership Types, Geographical Locations and Leadership Types of Medical Service Institutions on TQM Performance. Journal of the Korea Society for Quality Management, Vol. 28, No. 1, pp. 151-174, 2000.
  3. Goetsch, D. L., Davis, S. B., Quality management(J. G. Kim. et al, Trans). Seoul : Scitech Media, 2006.
  4. Sung-Jin Son, The effects of finess between quality orientation and corporate culture on the degree of quality management implementation and business performance. Ph.D. dissertation, Sogang University, 2007.
  5. Meyer, S. M., Collier, D. A., An empirical test of the causal relationships in the baldrige health care pilot criteria. Journal of Operations Management, Vol. 19, No. 4, pp. 403-426, 2001. https://doi.org/10.1016/S0272-6963(01)00053-5
  6. Hyun-Jin Yeo, Empirical study of Baldrige health care criteria in Korean hospitals. Master's Thesis, Kyunghee University, 2007.
  7. Count, M. A., Glandon, G. L., Oleake, D. M., Hill, J. P., Total quality management in a health care organization: How are employees affected. Hospital and Health Services Administration, Vol. 37, No. 4, pp. 503-518, 1992.
  8. Ok-Gyu Jeon, An empirical study on the effects of perceived compensation justice on the organizational commitment : focusing on mediating role of trust types. Master's Thesis, Hanyang University, 2006.
  9. Y. H. Hwang, An Analysis of Validity of Measures of Organizational Commitment, Job Involvement, and Job Satisfaction. Korea policy sciences review, Vol. 5, No. 1, pp. 223-240, 2001.
  10. K. J. Ju, The Effedct Total Quality Management on Service Encounter Employee' Attitude and Service Performance. Korea management science review, Vol. 29, No. 1, pp. 115-129, 2012. https://doi.org/10.7737/KMSR.2012.29.1.115
  11. Don-Hee Lee, Impacts of TQM Activities on the Employees' Satisfaction on Supporting for Work Environment and Business Performance in Medical Service Industry. Ph.D. dissertation, Hansung University, 2004.
  12. Ki-Chun Tak, Research on the total quality management of the general hospitals. Ph,D. dissertation, Kyungsan University, 2002.
  13. Woo-Jin Baek, Influences of National Health Insurance Corporation's TQM upon Inner-Customers' Satisfaction. Ph,D. dissertation, Daegu Haany University, 2003.
  14. Sun-Ye Choi, An Empirical Study Job Satisfaction of Employee. Master's Thesis, Chonnam National University, 1999.
  15. Fornell, C, Larker, D. F, Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, Vol. 18, pp. 39-50, 1981. https://doi.org/10.2307/3151312
  16. J. H. Jung, The Study on the Performance of Total Quality Management(TQM) in Hospitals. Journal of graduate school research paper, No. 7, pp. 249-275, 1999.
  17. Dae-Woong Na, A Study on the Relation between Organizational Culture Pattems and Organizational Characteristics. Ph,D. dissertation, Chonnam National University, 1994.
  18. Zeithaml, V.A. & Binter, M, Services Marketing. The MacGraw-Hill Book Co, 1997.
  19. Kotler, P, Marketing Management: Analysis, Planning, Implementation, and Control. 8th ed., Prentic-Hall, Inc, 1994.
  20. Albrecht K., Organization Development. Prentice-Hall, 1983.
  21. Rodney, M., Alan, B., Business Performance Measurement and Change Management Within a TQM Framework. International Journal of Operations and Production Management, Vol. 21, No. 1/2, pp. 88-107, 2001. https://doi.org/10.1108/01443570110358477
  22. Schneider, B. and D. E. Bowen, Winning the Service Game, MA : Harvard Business School Press, 1995.
  23. Soo-Bok Ko, A study on the Effects of Quality Management Actvities upon Business Performance in ISO 9001 Service Firms. Ph,D. dissertation, Korea Maritime University, 2006.
  24. Turban, E., Mclean, E. & Wetherbe, J, Information Technology for Management. John Wesley and Sons Inc, 1996.
  25. Benoj, J., Internal Marketing Builds Service Quality. Journal of Health Care Marketing, Vol. 16, No. 1, pp. 54-59, 1996.
  26. Hunt, V. D. Quality Management for Governmant : A Guide to Federal State, and Local Implementation, Milwaukee W. I. ASQC Quality Press, 1993.

피인용 문헌

  1. Medical Convergence Analysis of Complaint about Medical Service in an Affiliated Hospital vol.7, pp.5, 2016, https://doi.org/10.15207/JKCS.2016.7.5.117