의료기관의 서비스평가와 고객만족도 조사 = An Empirical Study on Hospital Services Evaluation and Factors Affecting Satisfaction of Customers in Hospital

다국어 초록 (Multilingual Abstract)

The study is to find out substantial influences on customer satisfaction with the patients in the five hospitals in Daegu metropolitan city. As for the factors of the influences, the study made an analysis on the environment of hospital facilities， quality of medical treatment, kindness of doctors and staff, and the evaluation of hospital in general. The patients as customers rated the environment of hospital facilities to be satisfactory, but they showed a negative response to the hospital management.
The quality of medical service and the kindness of doctors turned out to be relatively satisfactory. However, waiting time for medical procedures or medical examinations took long from 10 minutes to 30 minutes. Outpatients reacted negatively in the kindness of staff by not responding, but accessed positively in the satisfaction of overall medical service. In terms of the services that hospitals offer, the participants rated good in spite of the fact that some did not respond. The kindness of staff needed to improve through education.
The factors that affect satisfaction of hospital customers, that is, patients, make forceful management avoid in the recent medical business. Since it is obvious that hospitals win collapse without customer satisfaction, the study regarding effective management needs to be continuous and its result should be reflected in the hospital management.
For the improvement of customer satisfaction, first, all the staff's mind and behavior need to change through a regular evaluation from a medical institution.
Second, a survey. on customer satisfaction and subsequent education need to follow for the enhancement of medical quality and kindness.
Third, motivating for customer management, holding a conference, and prizing for its good result also need to follow.
Finally, it is important to remember that it takes a great deal of time and effort as we11 as consistent willingness by chief executive officers of the hospitals.