서비스 목적에 따른 대기관리 영향요인 - 병원서비스를 중심으로 - = A Study on the Service Waiting - Focus on Medical Services

다국어 초록 (Multilingual Abstract)

The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose , this study proposed 6 hypotheses as follow :

H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group.

H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group.

H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group.

H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group.

H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group.

H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly

This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting

참고문헌 (Reference)

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36 통계청, "2006년 사회통계조사 보고서" 통계청 2007