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진료과목별 병원 입지요인 및 의료서비스품질과 의료기관 만족도 간의 관계에 대한 연구 : 부산광역시 교정치과, 성형외과의원을 대상으로
As economy has been developed and gross income has been increasing, the interest for health also has been arousing. The interest has been coming out as welfare state-oriented policies at the nation level and to an individual and family at the personal level. Therefore, in order to get hold of public health, the study of public health care facility distribution is substantially meaningful. Referring to WHO constitution, health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity. It also clearly states that the enjoyment of the highest attainable standard of health is one of the fundamental rights of every human being without distinction of race, religion, and politicalbelief, economic or social condition. In other word, in the past health refers to the state that one has no disease and lives personal ordinary life nowadays, however, an individual tends to rely on social life, and the society expectation to an individual also has been increased and it results the above definitions. Therefore, this study is to identify and analyze the factors of location and the service quality elements of a plastic hospital and orthodontic center to accompany customer satisfaction and reasons for revisit and recommendation, and also to project suggestions and future research subjects. To brief the results and suggestions, they areas followings: First, in the location analysis, orthodontic center and a plastic hospital show differences in access and aggregation. Having a good visibility on the institutions affects both services; however, the access and aggregation have influenced more on plastic surgery. This may be due to the service specialty. In the case of orthodontic center, the surgeon’s ability, medical examination and treatment, is prior to the location comparing to a plastic hospital. Because orthodontics treatment requires 1 to 3 years for treatment, close access from home or work would have affected, but after taking survey, diagnosis affects on customer satisfaction more than the access does. Second, the analysis result of relationship between service quality and the services shows no difference between orthodontic center and a plastic hospital. It is considered that the service qualitytakes important parts in the both services. Maybe the result is obvious that there is no difference in the quality elements and the service. Just in the question if one have experienced the service more than what they have paid for, plastic surgery patient shows greater satisfaction, and this presents orthodontics needs further improvement on its service. Result of ranking the service quality elements by frequency analysis is that the most important area of service quality is diagnosis items in the both services. After reviewing the rank result, excepting top ranked item medical examination, people put the next most value on surgeon’s medical service quality in orthodontic center. For the plastic hospital, people think both service quality and environment are important. By the fact that people put the most value on medical service environment among others, orthodontics surgery is the service that people give higher grade on the quality of the service comparing to plastic surgery. Third, in the result of analysis on the relationship of location and customer satisfaction, it has shown that access and visibility are the factors, among other presented factors in location, whichcontribute to the customer satisfaction. If these factors are revised ahead when choosing the location of the new opening hospital, hospital can be located in where it has high customer satisfaction. Fourth, in the service quality and the satisfaction relationship, the study analyzes into four different parts: environment, doctors, employees, and the medical cost. As a result, satisfaction of all four parts is low as a whole, but the service quality has been considered as a quite important element. It has found that clean and tide hospital interior based on the most important quality, diagnosis and treatment, easy reservation, and being punctual, and employees education emphasizing on being kind to customer affect on the satisfaction. Summarizing the results, a plastic hospital initially has access and aggregation prior to others, and orthodontics surgery gives the priority on the quality of medical service. If the plastic hospital leaves the priority on the quality of customer service providing medical environment, medical service based on employee education, the customer satisfaction of the cost will lead patients to revisit, and that would insure the previous and new customers, being told by others, at the same time.
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