병원종사자의 서번트리더십이 고객성과에 미치는 영향

Abstract

The Effect of Servant Leadership in Hospital Workers on Customer Performance

Park, Sang Byeong

Department of Business Administration, Graduate School of Business Administration at Pukyong National University

This study empirically analyzed the effect of servant leadership in hospital workers on customer performance. In order to accomplish such study purpose, literature review was performed on preceding studies, study model and hypothesis were formulated, the and survey was conducted with customers at general hospitals located in Busan. 318 surveys were used for final analysis. Confirmatory factor analysis was performed to analyze feasibility of survey items used in this study, and reliability analysis was also performed. As a result, measurement items used in this study were evaluated to secure both feasibility and reliability. Also, principal component analysis was used for extraction of factors. Orthogonal rotation was used for rotation of factors. The results of hypothesis test in this study are as follows. First, servant leadership was found to have significant positive (+) effect on trust. Servant leadership of hospital workers increases trust. Second, administrative service was found to have significant positive (+) effect on trust with 5% significance level. Third, as a result of testing the effect of increased trust on customer satisfaction and revisit intent, trust was found to have significant positive (+) effect on customer satisfaction and revisit intent with 5% significance level. Fourth, servant leadership as independent variable showed significant positive (+) effect on customer satisfaction and revisit intent with 5% significance level. From an analysis of the effect of trust on customer satisfaction and revisit intent with servant leadership controlled, the trust had a significant effect on both customer satisfaction and revisit intentionally with 5% significance level. Servant leadership partially mediates trust in terms of customer satisfaction and revisit intent. Fifth, administrative service as independent variable showed significant positive (+) effect on customer satisfaction and revisit intent with 5% significance level. From an analysis of the effect of the trust on a customer satisfaction and revisit intent with administrative service controlled, trust had significant effect on both customer satisfaction and revisit intent with 5% significance level. Administrative service partially mediates trust in terms of customer satisfaction and revisit intent. As servant leadership of workers and administrative service were found to have a positive effect on customers in this study, hospital workers should take interest in servant leadership and there must be programs for workers to be trained and experience services. Accordingly, revisiting effect of hospital can be improved by increasing customer satisfaction through high trust based on servant leadership of hospital workers, as customers become satisfied with convenience and differentiated service from servant leadership of hospital workers and administrative service.

Keywords : servant leadership, administrative service, trust, customer satisfaction, revisit intent