대학병원 의료서비스 품질이 환자만족도 및 재이용의도에 미치는 영향에 관한 연구

다국어 초록 (Multilingual Abstract)

The Purpose of this study is to identify the nature of the patient service quality of university hospital, and based on that, to examine the relationship of hospital patient's perceived quality, overall satisfaction, intent to revisit.
Here, A total of 7 indefendent variables for outpatients, 8 indefendent variables for inpatients, and an intervening variable of overall patient satisfaction were selected through literature review. The independent variables for outpatients contain the level of satisfaction with Physicians, nurses, and other support staff, administrative procedure, quality of hospitalization, physical environment, facility convenience, and result of medical treatments. Each variable contains 3 to 9 items measuring the level of satisfaction.
Firstly It shows the dimension of outpatient service quality was categorized into 6 dimension, that is satisfaction with Physicians, nurses, other support staff, convenience for procedure, physical environment and facility convenience. Inpatient service quality was also into 7 dimension, that was satisfaction with Physicians, nurses, other support staff, administrative procedure, quality of hospitalization, physical environment and facility convenience.
secondly, the reliability and validity of inpatient and outpatient service quality items was satisfied.
thirdly, as a result of multiple regression analysis , the effect of inpatient's perceived service quality, especially, quality of hospitalization(p<0.001), satisfaction with Physicians(p<0.01),facility convenience(p<0.05), satisfaction with nurses (p<0.05), and administrative procedure(p<0.05), on overall satisfaction was statistically significant. The effect of outpatient's perceived service quality, especially, satisfaction with Physicians (p<0.001) and satisfaction with nurses(p<0.01), on overall satisfaction was statistically significant.
Lastly, in case of the effect on intent to revisit, It shows that the result of transit analysis on how service quality and overall satisfaction which inpatients perceive influence directly intent to
revisit, in that order, as follows; overall satisfaction, satisfaction with Physicians ,physical environment, satisfaction with other support staff, administrative procedure. In case of outpatients, as follows; overall satisfaction, procedure, satisfaction with Physicians, satisfaction with nurses, facility convenience.
In conclusion, The result of the study indicate that university hospital should make an effort to improve the satisfactory level of patients with services provided by physicians, nurses, other support staff, the quality of administrative procedure, physical environment, and facility convenience for enhancing the intent to revisit of patients.

목차 (Table of Contents)

• 제1장 서론 1
• 제1절 연구의 배경 1
• 제2절 연구의 목적 4
• 제2장 문헌고찰 5
• 제1절 의료서비스 질(SERVQUAL) 에 관한 선행연구 5
• 제2절 환자만족도에 대한 선행연구 12
• 1. 환자만족도를 하부구성요소로 파악한 선행 연구 13
• 2. 환자만족도를 하나의 총괄적인 개념으로 파악한 선행 연구 16
• 제3절 재이용 의도에 대한 선행연구 17
• 제4절 의료서비스와 만족도, 재이용의도와의 관계에 관한 연구 18
• 제3장 연구방법 20
• 1. 연구 설계 20
• 2. 변수 설정 20
• 3. 모형 설정 23
• 4. 연구 대상 24
• 5. 조사 도구 25
• 6. 자료의 분석 26
• 제4장 연구 결과 27
• 1. 조사 대상자의 일반적 특성 27
• 2. 조사 대상자의 현재상황과 관련한 특성 28
• 3. 환자가 인지하는 의료서비스 질에 대한 요인분석 30
• 4. 신뢰도 검증 35
• 5. 환자 만족도에 미치는 영향 분석 결과 37
• 6. 재이용 의사에 미치는 영향 분석 결과 41
• 7. 경로 분석 결과 44
• 8. 추가적 분석 결과 46
• 제5장 고찰 60
• 제6장 결론 및 제언 67
• 제1절 결론 67
• 제2절 제언 69
• 참고문헌 71
• 부록(설문지) 78