병원 의료서비스 품질이 고객만족 및 행동의도에 미치는 영향에 관한 연구 = A Study on the Impact of Medical Service Quality on Customer Satisfaction and Behavior Intention

다국어 초록 (Multilingual Abstract)

Recently, domestic medical profession has entered the era of limitless competition since hospitals have been bigger and bigger and the chain system of hospital has become very usual with social, economic, and medical changes. So, we are faced with the necessity of customer satisfaction management, and medical service has brought lots of changes.
Customers who use hospital become popularizing in medical knowledge, and they expect service of quality to improve since they have received medical information easily.
In this time, this research as basic study have implemented about service quality of medical service to connect importance of medical service with customer satisfaction management.
Therefore, the researcher measured quality of medical service in hospital, and analysed how much this evaluation influence in customer satisfaction. It also tried to examine correlation between customer satisfaction and purpose of reusing.
We analyzed effectively by assuming that what are the important factors for influencing customer satisfaction and intention of behavior when customer use medical service in hospital.
This research implemented test of hypothesis through model study based on existing knowledge and empirical research finding.
Empirical study implemented questionnaire to unpaid customers who use dermatology and plastic surgery in Daejeon.
Research finding have shown that the whole reliability was high (0.946).
There were 5 extracted factors. Factor 1 ‘assurance’, factor 2 ‘responsiveness’, factor 3 ‘empathy’, factor 4 ‘tangibles’, factor 5 ‘reliability’ based on precedent study.
Firstly, responsiveness(p=0.000), empathy(p=0.000), and tangibles(p=0.042) influenced overall satisfaction statistically.
Secondly, the factors that influenced intention of reusing statistically were empathy(p=0.009), tangibles(p=0.014), reliability(p=0.029).
Thirdly, empathy(p=0.009) and tangibles(p=0.014) influenced intention of recommendation.
For this analytical research, it turned out that responsiveness, empathy, tangibles, and reliability are the most influence on customers who are using hospital.
It seems that service in hospital brings special environment unlikely other service.
In conclusion, doctors, nurses, and staff should be considerate toward customers as much as they can, and offer high quality of service for customers.
Therefore, improvement in quality of additional medical service helps not only manage customer satisfaction, but also strengthen the competitive medical institution.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 문제 제기 1
• 제 2 절 연구 목적 3
• 제 3 절 연구 내용 및 방법
• 제 2 장 이론적 고찰 6
• 제 1 절 의료서비스의 연구 6
• 1. 의료서비스의 개념 6
• 2. 의료서비스의 특성 8
• 제 2 절 의료서비스 품질 연구 13
• 1. 서비스 품질의 개념 13
• 2. 의료서비스 품질의 개념 24
• 3. 의료서비스 품질의 평가구성요인 28
• 제 3 절 선행연구 고찰 33
• 1. 의료서비스 품질과 고객만족과의 관계 33
• 2. 의료서비스 만족도와 재이용의도 및 추천의도와의 관계 38
• 제 3 장 조사 설계 및 분석방법 42
• 제 1 절 조사 설계 42
• 1. 조사개요 42
• 2. 연구모형 42
• 3. 연구가설 43
• 제 2 절 설문지 구성 및 분석방법 45
• 1. 설문지 구성 45
• 2. 분석방법 45
• 제 4 장 분석 결과 47
• 제 1절 조사대상의 인구통계학적 특성 47
• 제 2절 타당도 검증 49
• 1. 신뢰도분석 결과 49
• 2. 요인분석 결과 50
• 제 3 절 회귀분석 결과 52
• 1. 전반적 만족도에 대한 영향력 검증 52
• 2. 행동의도에 대한 영향력 검증 54
• 제 4 절 차이분석 결과 56
• 1. 성별에 따른 차이분석 결과 57
• 2. 결혼여부에 따른 차이분석 결과 57
• 3. 연령에 따른 차이분석 결과 58
• 4. 직업에 따른 차이분석 결과 59
• 5. 월평균 소득에 따른 차이분석 결과 60
• 제 5 절 분석 결과의 요약 62
• 1. 타당도검증 결과 62
• 2. 영향력검증 결과 62
• 3. 차이분석 결과 64
• 제 5 장 결 론 65
• 제 1 절 연구 요약 및 시사점 65
• 1. 연구의 요약 65
• 2. 연구 시사점 68
• 제 2 절 연구의 한계 및 제언 69
• 참고문헌 70
• 설 문 지 76
• Abstract