의료서비스 품질이 고객만족에 미치는 영향에 관한 연구

Abstract

A Study on the Effect of the Quality of Medical Service on Customer Satisfaction

By Sung Kyu, Jeoun

Major in Master Business Administration Graduate School of Business Administration Pukyung University

Abstract

The aim of this study is to affect the impact of each variable factor and the quality of medical service on customer’s satisfaction. What I inferred is the most important factor when apatient comes to see a doctor at hospital. I also mentioneda theory of the quality of medical service and customer’s satisfaction and analyzed how each medical service quality affects the customer’s satisfaction. Additionally the aim of the study is to prove the empiric relationship between cause and effect on how the customer’s satisfaction differs depending on medical service and raises the hospital’s competitiveness. I did a sample survey, comprised of 258 patients, visitors, friends, family and acquaintances at a general hospital. I grouped the medical service factors such as medical service, nonmedical service, subsidiary facilities service, administrative service and cutting edge medical equipment and set up the 22 variables. I set up the variables of satisfaction, level of expense, intention of re-visitation and hospital tradition of medical service quality, and analyzed according to factorial analysis, Cronbah alpha analysis, correlation analysis and Multiple Regression Analysis. The study reveals how medical service, and cutting edge medical equipment effect customer satisfaction. So, if the hospital raises the it’s competitiveness in the field, it is necessary to focus on providing what kind of the medical service quality factors and customer referring satisfaction factors.