종합병원의 의료서비스 품질수준과 경영성과 간의 관계 = The Relationship between Medical Service Quality and Managerial Performance in General Hospitals

다국어 초록 (Multilingual Abstract)

The purpose of this study is to analyse statistically the relation between medical service quality and managerial performance. And then the way of analysis is the regression analysis that independent variable is service quality, dependent variable is the volume of revenue, the number of patients and the rate of beds utility, and dummy variable is the number of beds, ownership and region. The sample hospitals were the 113 hospitals on general hospitals more than 300beds which were consisted of 20 public hospitals, 41 corporate hospitals and 52 college hospitals, and also distributed 67 hospitals on big city and 46 hospitals other city. The sample hospitals were selected from the Korean Hospital Association and the data of the year 2003 and 2004. The collected data was analyzed using the SPSSWIN 10.0 version, and the study hypothesis was tested using regression analysis. The findings of this study are summarized as follows. First, as a result of analysing hypothesis 1. In the study of the relationship between the service quality and the revenue, it was verified that the more service quality in last year became the more revenue in the year. But the dummy variable, ownership and region, rarely related to hospital revenue. Therefore it means that the more service quality is connected to the more revenue on the large number of beds hospitals. Second, as a result of analysing hypothesis 2 & 3. In the study of the relationship between the service quality and the number of patients, it was verified that the more service quality in last year became the more outpatients in the year. But there was no verified to inpatients. It seems to be the reason why a hospital has operated the fixed number of beds approved by the public office. So there are no free to expand beds according to the number of inpatients as much as inpatients are increasing. Third, as a result of analysing hypothesis 4 & 5. In the study of the relationship between the service quality and the rate of beds utility, it was verified that the more service quality in last year became the shorter of average stay of length in the year. Especially it has influenced much more on a hospital which was the large number of beds, the corporate and the college, but the region. But it was denied that the more service quality became the more the beds turnover. As a result of this study, it shows that the service quality in the last year has importantly influenced on a hospital managerial performance in the year. Estimating the service quality of each hospital, most patients have selected the hospital they want. And the hospital need to keep the number of patients for the proper management. So this result of the study means that a hospital must improve the service quality for keeping efficient management.

참고문헌 (Reference)

1 박선경, "일 대학병원의 의료 질 향상(QI) 활동에 관한 연구 -입원생활 안내문과 정맥주사관리중심-" 2004

2 구인선, "의료의 질 향상활동에 관한 실증적 연구" 대전대학교 대학원 2001

3 최귀선, "의료 질 향상 사업의 성공요인과 실패요인" 8 (8): 172-185, 2001.12

4 유인학, "은행서비스 질에 대한 고객만족도에 관한 연구" 경남대학교 1999

5 이승춘, "서비스품질과 고객만족이 기업성과에 미치는 영향에 관한 실증 연구 - 백화점, 전자제품,이동통신 산업을 중심으로-" 1999

6 정문종, "새로운 생산방식과 비재무적 성과측정치P: 실증분석" 1998

7 박정배, "비재무적 측정치와 재무성과의 관계에 관한 실증연구" 2001

8 배은숙, "비재무적 측정치가 병원의 경영성과에 미치는 영향 -병원의 고객만족도중심으로-" 2005

9 유원종, "비재무적 성과측정의 활용과 재무적 성과와의 관계에 관한 연구" 2000

10 서성호, "병원의 인터넷 의료서비스품질이 소비자 만족에 미치는 영향에 관한 연구" 2004

11 윤여룡, "병원병동의 수익성제고와 의료의 질 향상에 관한 연구 -S병원 내과 특수병동과 일반병동의 사례를 중심으로" 1996

12 임준모, "고객만족과 서비스품질의 관계 및 기업성과에 미치는 영향에 관한 연구" 1996

13 Anderson, "findings from Sweden Journal of Marketing" 53-66,

14 Browers M, "What Attibutes Dtermine Quality and Satisfaction with Health Care Delivery?" 49-55, 1994

15 Arndt, M. Bigelow, "Total Quality menagement" 1995

16 A, "The Definition of Quality and Approaches to Its Assessment Health Administration Press" 1980

17 Gitlow Howard, "Quality Management" Richard D. Irwin, Inc. 1995

18 Bowers, "Product Line Management in Hospitals An Exploratory Study of Managing Change" Hospitals & Health Services Administration 365-375, 1990

19 Johnson Richard S, "Leadership for the Quality Transformation" ASQC Quality Press 1993

20 Darby, "Free Competition and the Amount of Fraud Journal of Law and Economics" 67-86, 1973

21 김원배, "BSC 모형의 비재무적 성과측정치와 재무적성과측정치의 관계에 관한 실증적 연구" 2002

22 Itter, Christopher D., "Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction" 36 : 1998

23 "An examination of the contingency relationship between environment uncertainty" Unpublished doctorial dissertation Maryland University

24 Crosby, "Absolutes of quality; transfer from industry to health care" hmo1987

25 Bushman, "A process for Edveloping New Health Service" 1980