의료서비스 선택요인이 고객만족도와 재이용에 미치는 영향 : 직장인의 종합검진을 중심으로 = The Effects of Medical Service Selection Factors on Customer Satisfaction and Reuse

다국어 초록 (Multilingual Abstract)

The reality of the Korean medical world is that it operates not focusing on the consumer but focusing on medical facilities. However, with a change of times hospitals are introducing services that will satisfy and touch the consumer, and all fields inside and outside of actual medical treatment are changing towards a customer focused direction.
This study focused on a hope for better medical service for office workers who take a comprehensive medical examination that is not a uniform style of examination but more diverse. Based on preceding studies, this study examined the characteristics of personal convenience, examination environment, examination results and selective examinations regarding comprehensive medical examination service for office workers. It presented an understanding of the variables that have an effect on these characteristics and the effects these variables had on intention of customer satisfaction and reuse. A practical study was executed to present various comprehensive examination directions according to customer demands for medical facilities and to increase profitability of hospitals from increased reuse of customers.
First, as a result of analyzing the effects on medical service satisfaction, examination environment, examination results and selective examinations all had a positive effect, but personal convenience did not have a significant effect.
Second, the study confirmed once again that customers want to receive the results of their comprehensive medical examination quickly and want an explanation they can understand easily, and hope for a service that will connect the results to the treatment process without any inconvenience.
Third most large-scale medical facilities had a similar standard of examination environment, but customers felt satisfaction when the process from reservation to standby to execution was smooth and employees were kind and polite.
Fourth, there was most effects between comprehensive medical examination service satisfaction and reuse. Customers who were satisfied overall had a positive effect on reuse.
Fifth, personal convenience of medical services did not have an effect on customer satisfaction. This indicates that customer management in the qualitative sense is more important for medical services.
Sixth, the study examined what specific physical examinations customers wanted in addition to the basic comprehensive medical examination. CTs or MRIs for specific examinations were found to be needed in the following order - large intestine, upper stomach, digestive system, heart, spine and head. A need was especially found for examination of the digestive system, most of all, and upper stomach, second.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 1. 연구의 배경 1
• 2. 연구의 목적 4
• 제 2 장 이론적 고찰 5
• 1. 직장인의 건강진단 및 종합건강진단 5
• (1) 우리나라 직장인의 건강진단의 종류 5
• (2) 종합건강진단 서비스 5
• 2. 의료서비스의 개념 및 특징 8
• (1) 의료서비스의 개념 8
• (2) 의료서비스의 특징 11
• 3. 병원마케팅의 개념 및 특징 18
• (1) 병원마케팅의 개념 18
• (2) 병원마케팅의 특징 19
• 4. 의료서비스 품질의 선택요인 22
• 5. 고객만족과 재 이용 26
• 제 3 장 연구 대상 및 연구 방법 32
• 1. 연구 모형의 설계 32
• 2. 가설의 설정 33
• 3. 변수의 조작적 정의 34
• 4. 자료 수집 및 표본구성 36
• (1) 설문 구성 36
• (2) 자료의 수집 37
• (3) 자료의 분석 방법 38
• 제 4 장 실증 분석 및 가설검증 39
• 1. 자료의 분석 39
• (1) 표본의 특성 39
• (2) 신뢰도 분석 41
• (3) 요인분석을 통한 타당성 검증 43
• (4) 상관관계 분석 45
• 2. 연구 가설의 검증 46
• 3. 종합검진 시 선택 정밀 검진 50
• 제 5 장 결 론 53
• 1. 연구요약 및 마케팅 시사점 53
• 2. 연구의 한계와 향후 연구방향 55
• 참 고 문 헌 56
• 설 문 지 63