의료기관의 서비스지향성과 종업원 직무만족이 고객지향성과 경영성과에 미치는 영향

다국어 초록 (Multilingual Abstract)

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

목차 (Table of Contents)

• Ⅰ. 서 론
• Ⅱ. 이론적 배경
• 1. 의료서비스 품질
• 2. 서비스지향성에 대한 선행연구
• 3. 고객지향성에 대한 선행연구
• 4. 종업원 직무만족에 대한 선행연구
• 5. 경영성과에 대한 선행연구
• Ⅲ. 연구모형 및 가설의 설정
• 1. 연구모형
• 2. 가설의 설정
• Ⅳ. 연구방법
• 1. 조사대상
• 2. 변수의 조작적 정의 및 측정
• Ⅴ. 연구결과
• 1. 표본의 특성
• 2. 측정변수의 신뢰성과 타당성분석
• 3. 공분산구조분석
• 4. 연구모형 및 가설의 검증
• Ⅵ. 논 의
• 1. 연구의 결과 및 의의
• 2. 연구의 한계 및 향후 연구과제
• 참고문헌
• Abstract

참고문헌 (Reference)

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