고객만족도 분석을 통한 보건의료서비스 질 제고방안에 관한 연구 : 청원군보건소를 중심으로 = Increasing the Quality of Public Medical Services through the Analysis of the Degree of Satisfaction of Customers -Focused on the Public Health Center in Cheongwon-

다국어 초록 (Multilingual Abstract)

The public officials directly serving the people need to improve the quality of health care service by offering best services, because a public health center is the service institute in the front, which most sensitively responds to the demand of health care from local residents,
Therefore, the purpose of this paper is to look for the ways to improve the quality of public health care service through analyzing customer satisfaction survey of people using Cheongwon-gun health center. In order to attain its purpose, this study uses a positive study model in which accessibility, easy to use, responsiveness, promptness, credibility, comfortability, fairness, reflux are the independent variables. These are essential in the quality of public health care service and the components of costomer evaluation standards. The model also has, as its dependent variables, overall costomer satisfaction, revisit rate, the rate of recommending to family members, relatives and neighbors.
In this study, I polled the users of Cheongwon-gun public health center to figure out the customer satisfaction rate of those, of whom 347 people responded. To analyze the data from the poll, I used the SPSS 12.0(ver.). More specifically, I used frequency analysis, technical statistics analysis, factor analysis, credibility analysis, T-test, oneway ANOVA, interrelation analysis, mutiple regression analysis, etc in analyzing. Hypothesis testing was conducted through the above mentioned courses. The results are as follows:
First, I can find that most of residents are using the local public health center for treating simple diseases (internal and dentist diseases) and vaccinations because public health center's medical fee is inexpensive, about one third of private medical institutes, and it is well equipped with refrigerators to prevent vaccination allergy, and it provides free vaccinations.
Second, it is found that there are no meaningful statistic differences based on the factors of sociology of population such as sex distinction, age, education, marital status, job, income whereas there are meaningful statistic differences according to the regions the people reside.
Third, by analyzing the differences of service quality between groups, I can see there are meaningful diffences in accessbility in the standards of sex distinction, education, job, income. There are meaningful differences in fairness, comfortability, accessbility in the standards of age. Lastly, There are meaningful differences in responsiveness, comfortability, accessbility in the standard of marital status and in credibility, promptness, fairness, responsiveness, reflux, comfortability, easy to use, accessbility in the standard of service quality of regions.
Fourth, the corelation analysis to verify the hypothesis testing shows that there is a static interrelationship between costomer satisfaction rate and the variable of service quality and that there are middle degree meaningful corelationship among most of variables except for accessibility, easy to use, responsiveness, promptness, comfortability, fairness and reflux. Also, the result of verifying the impact of accessibility, easy to use, responsiveness, promptness, credibility, comfortability, fairness, reflux on the satisfaction rate of public health care service is that R2=489, F = 40.441, significance level p<.01 which show statistically being meaningful. Therefore, the 'fairness'(β=.238) is the first, the 'reflux'(β=.238) is the second and the 'promptness' is the third among the variables in the degree of affecting the satisfaction rate of public health care service. Accordingly, the hypothesis that easy to use, promptness, fairness and reflux affect the satisfaction rate of public health care service is verified in this study, whereas credibility, responsiveness, comfortability, accessibility are withdrawn because they don't affect the satisfaction rate.
Accordingly, making credible services, comfortability of surrounding circumstances and mind reform of officials in charge of public health care service will be most important in making a kind and credible public health center and making residents satisfied.
Satisfaction rate of service is an important factor in public health care service and it is indispensible as far as public health care service exists. Therefore, public health center should find factors related with improving public health information system as well as simply conducting customer satisfaction rate. Furthermore, a job operation system which will affect the whole public health care service positively should be developed and built.
In addition, considering the present situation where the number of residents using public health centers decreases, it is needed to find ways for improving satisfaction rate of public health center users and to develop strategic programs for improving service quality as well as to carry out mind reform of related officials. Public health centers should be transformed from existing images to organizations which play important and pivotal roles for promotion of public health through these things.

목차 (Table of Contents)

• Abstract ⅵ
• 제1장 서 론 1
• 제1절 연구의 배경 및 목적 1
• 제2절 연구의 범위 및 방법 4
• 1. 연구의 범위 4
• 2. 연구의 방법 5
• 제2장 이론적 배경과 조사설계 6
• 제1절 보건행정과 의료서비스 6
• 1. 의료서비스 질의 특성 및 구성요소 6
• 2. 공공서비스와 보건행정 15
• 3. 보건의료서비스의 의의 19
• 제2절 고객만족에 관한 이론적 논의 25
• 1. 고객의 개념 25
• 2. 고객만족의 정의 27
• 3. 고객만족의 필요성 29
• 4. 고객지향적사고와 정부의 성격 30
• 5. 서비스 고객만족도 32
• 제3절 선행연구 검토 35
• 제4절 연구설계와 분석의 틀 41
• 1. 연구분석틀의 설계 41
• 2. 변수의 조작적 정의 42
• 3. 설문지 구성 46
• 4. 표본의 설정 47
• 5. 분석방법 47
• 제3장 청원군 보건의료서비스 현황 49
• 제1절 청원군보건소 행정체제 49
• 1. 보건소 설치현황 49
• 2. 청원군 기본현황 50
• 3. 청원군보건소 조직구조 및 관리체제 52
• 4. 청원군보건소 인력 및 기능 54
• 제2절 청원군 보건의료서비스 제공현황 56
• 1. 중점보건사업 56
• 2. 서비스별 보건사업 58
• 3. 행정위주의 보건사업 60
• 4. 기타보건사업 61
• 제4장 연구 분석 결과 63
• 제1절 표본의 인구사회학적인 특성 63
• 1. 보건의료서비스 이용순위 65
• 2. 보건소 이용 시 만족스러운 점 66
• 3. 보건소 이용 시 불만족스러운 점 67
• 제2절 타당성 및 신뢰도 분석 68
• 1. 요인분석 68
• 2. 신뢰도 분석 70
• 제3절 보건의료서비스 만족도 관계분석 79
• 1. 인구사회학적요인 차이분석 79
• 2. 서비스질의 집단간 차이분석 80
• 3. 가설의 검증 89
• 제4절 보건의료서비스 만족도에 대한 문제점 및 개선방안 93
• 제5장 결 론 95
• 제1절 연구의 요약 95
• 제2절 연구의 한계점 및 연구방향 99
• 참고문헌 100
• 부 록 106