의사의 전문성과 커뮤니케이션 능력이 환자가 지각하는 신뢰, 가치 및 만족에 미치는 영향

국문 초록 (Abstract)

본 연구의 목적은 의료서비스 환경에서 핵심서비스품질인 의사의 전문성, 커뮤니케이션 능력과 환자가 지각하는 가치, 신뢰 및 만족 간의 구조적 관계를 확인하여, 의사와 환자 간의 서비스접점을 효과적으로 관리할 수 있는 방안을 제공하는 것이다. 분석결과, 의사가 환자에게 제공하는 서비스품질은 가치와 신뢰를 통해 만족이 형성되며, 특히 의사의 전문성보다는 커뮤니케이션 능력이 신뢰와 가치의 형성에 더욱 중요하다는 것이 밝혀졌다. 또한 환자의 연령이 높고, 입원기간이 길수록 의사의 전문성이 신뢰 형성에 더욱 중요하며, 연령이 낮고 입원기간이 짧을수록 의사의 커뮤니케이션 능력이 신뢰에 더욱 중요한 역할을 하는 것으로 나타났다. 이러한 결과는 의사와 환자 간 서비스접점에서의 효과적인 서비스관리뿐만 아니라 개별 고객에 대한 차별화된 서비스 전략을 계획하고 집행하는 데 유용한 자료가 된다.

다국어 초록 (Multilingual Abstract)

This study investigates the structural relationship between core service quality dimension(doctor's expertise and communication skill), trust, value and patients' satisfaction and the mediate effect between theses variables through the age and days in the hospital of patient in medical service. Empirical result indicates that effect of doctor's communication skills on trust of doctor and value is strong than that of the doctor's expertise. The effect of doctor's expertise on trust of doctor was stronger in elder age and long days in hospital and doctor's communication skill on trust of doctor was stronger in younger age and short days in hospital. In conclusion, this study verified that doctor' expertise and communication skills had positive effect on patient' satisfaction via two parameter which are trust of doctor and patient's value. So medical service provider should always keep in mind with these concept.

목차 (Table of Contents)

• 요약문
• I. 서론
• II. 이론적 배경
• 1. 의료서비스의 핵심서비스품질 요인
• 2. 환자가 지각하는 신뢰, 가치 및 만족
• III. 연구모형 및 가설설정
• 1. 연구모형
• 2. 가설설정
• IV. 실증연구 및 분석결과
• 1. 변수의 측정
• 2. 자료의 수집 및 분석방법
• 3. 표본의 특성
• 4. 신뢰도, 타당도 검정
• 5. 가설검정 결과 및 논의
• V. 결론
• 참고문헌
• Abstract

참고문헌 (Reference)

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