의료서비스 품질에 대한 고객가치와 고객만족이 재이용 의도에 미치는 영향 = Effect of customer value and customer satisfaction of medical service quality on customer's intention of medical service reuse

다국어 초록 (Multilingual Abstract)

This study was intended to analyze how the customer value and customer satisfaction in the medical service quality impacted the customer's intention of medical service reuse and to find out the management strategies of local hospitals.
For it, the Chapter 1 described a issue raising, objective of the study, method and scope of the study. Chapter 2 mentioned a base of an empirical analysis through theoretical consideration on the medical service quality, customer value, customer satisfaction, and reuse intention. Chapter 3 set the study model and hypotheses based on a theory as a research design, and introduced a questionnaire. Chapter 4 mentioned general characteristics of sample through a frequency analysis for the empirical analysis. The medical service quality was classified into a doctor's treatment level, nurse and administrative staff's service level, and physical service level. Also, a factor analysis was performed, and Cronbach'α was used to verify the factor's reliability and validity. Hypotheses were verified through a regression analysis.
There are results of the empirical analysis as follows. First, it was indicated that the medical service quality had a good effect on the customer satisfaction. It proved that the positive performance cognition had a strong connection with the customer satisfaction in a position of the customer. Also, as the result of examining a relation between sub-factors which are composed of the service quality and the customer satisfaction, it was confirmed that all of the doctor's treatment level, nurse and administrative staff's service level, and physical service level of the hospital had the good effect on the customer satisfaction. Accordingly, doctors must give a sufficient explanation about the treatment to patients. A capability and trust of staff who are concerned about the customer's demand and deal with it properly must be cultivated. Besides, convenient facilities, comfortable environment, and parking facilities need to be arranged for customers.
Second, customers said there is a negative point of temporal sacrifice even though they could accept an economic sacrifice to receive the satisfactory service. The hospital must strive to reduce the customer's waiting time by developing a system.
Finally, it was shown that the customer satisfaction had very good effect on the customer's reuse intention which was a post behavior. It means that the customer who is satisfied with the medical service will visit the hospital again. It also means that the customer who thought they received the satisfactory service compared with paid amount will visit the hospital again.
Chapter 5 mentioned a summary and limitation of the study result as a conclusion.
As shown in the above mentioned contents, it can be confirmed that there is a close relation between the medical service quality and the sacrifice & value and between the medical consumer's satisfaction and the customer's reuse intention in the medical consumer's response process. It is very suggestive that Korean hospitals must cope with changing medical environment actively and must establish a market strategy for an improvement of the medical service.
In relation to a meaning of the study, characteristics of the medical service quality mentioned in many preceding studies need to be simplified in the core aspect. It is because an approach method which increases the strategic effect has been required by simplifying a management and control aspect of the service quality and by improving the strategic effect in terms of the strategic aspect of the medical service.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구목적 = 5
• 제3절 연구방법 및 범위 = 6
• 제2장 이론적 고찰 = 7
• 제1절 의료서비스 = 7
• 1. 서비스의 정의 = 7
• 2. 서비스의 분류체계 = 12
• 3. 의료서비스의 개념 = 16
• 4. 의료서비스의 특성 = 18
• 제2절 의료서비스 품질 = 27
• 1. 서비스 품질의 개념 = 27
• 2. 의료서비스 품질의 개념 = 30
• 3. 의료서비스 품질의 측정 = 33
• 제3절 고객가치 = 39
• 1. 가치의 개념 = 39
• 2. 서비스품질과 고객가치 = 46
• 3. 고객가치와 소비자 반응 = 47
• 제4절 고객만족 = 49
• 1. 고객만족의 개념 = 49
• 2. 고객만족의 기대효과 = 53
• 3. 고객만족의 구성요인 및 측정방법 = 54
• 제5절 재이용 의도 = 59
• 1. 재이용 의도의 개념 = 59
• 2. 재이용 의도의 측정방법 = 61
• 제6절 선행연구 = 64
• 1. 서비스품질과 고객만족 = 64
• 2. 서비스품질과 고객만족, 재이용 의도와의 관계 = 66
• 3. 서비스품질과 고객가치, 고객만족, 재이용 의도와의 관계 = 69
• 제3장 연구설계 = 71
• 제1절 연구모형 = 71
• 제2절 연구가설 = 75
• 제3절 변수의 조작적 정의 = 78
• 1. 의료서비스 품질 = 78
• 2. 고객가치 = 78
• 3. 고객만족 = 79
• 4. 재이용 의도 = 79
• 제4절 설문지의 구성 = 79
• 제4장 실증분석 = 82
• 제1절 조사방법 및 표본의 특성 = 82
• 1. 조사방법 = 82
• 2. 표본의 일반적 특성 = 83
• 제2절 연구가설을 위한 변수들의 요약 = 84
• 제3절 타당성 검증 = 90
• 1. 의사의 진료서비스 수준 = 90
• 2. 병원의 간호사와 행정직원들의 서비스 수준 = 92
• 3. 병원의 물리적 서비스수준 = 94
• 제4절 가설의 검증 = 96
• 1. 변수의 정의 = 96
• 2. 가설 1의 검증 = 97
• 3. 가설 2의 검증 = 98
• 4. 가설 3의 검증 = 100
• 5. 가설 4의 검증 = 103
• 6. 가설 5의 검증 = 103
• 7. 가설 6의 검증 = 106
• 8. 가설 7의 검증 = 107
• 제5절 실증분석결과 요약 = 110
• 제5장 결론 = 111
• 제1절 연구결과 요약 및 시사점 = 111
• 제2절 연구의 한계 및 제언 = 113
• 참고문헌 = 115
• 설문지 = 124
• ABSTRACT = 131