김해지역 의료기관의 고객만족 결정요인에 관한 연구

• 영문명: A Study on the Determinants of Customer Satisfacton of Hospital in Gimhae Area
• 발행기관: 실천경영학회
• 저자명: 강춘한(Kang, Choon Han)·채두병(Chae, Doo Byoung)·강한균(Kang, Han Gyoun)
• 간행물 정보: 『실천경영연구』實踐經營硏究 第3卷 第1號 (通卷 3號), 31~45쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.05.30

영문 초록

This study examines on determinants of customer satisfaction with general clinic, hospital and general hospital to serve medical services and whether there are some differences according to the institutions. We extended target of the research to hospital and applied SERVQUAL to the medical services a kind of the services. This study measured medical services as variable of 6 dimension adding dimension called expense in 5 measure of SERVQUA. The conclusions of this study are as follows: First although the total number of medical service institutions in Gimhae are not insufficient in proportion to population, its medical service quality is not sufficient. Because Gimhae city has not even a university hospital. Second we used factor analysis in three groups, clinic, hospital and general hospital. Three common factors was found in hospitasl and general hospital groups but five common factors was found in clinic group. Third we used regression analysis. In general hospital group, trust, response, assurance, sympathy, facilities, and cost is positive and statistically significant. The coefficient of trust, response, assurance and sympathy is the most big one. In group hospital, the coefficient of trust, response, assurance and sympathy is the most big one too. In group clinic, facilities, response and assurance, trust are posibive and statically significant. Finally regression of customer satisfaction on revisit or word of mouth was conducted. In group hospital the coefficient of revisit is bigger than that of word of mouth. In group hospital and clinic, the coefficient of word of mouth is bigger than that of revisit.

목차

Ⅰ. 서론

Ⅱ. 연구모형과 표본분석

Ⅲ. 실증분석

Ⅳ. 결론 및 시사점

참고문헌

Abstract

키워드

고객만족 의료서비스 의료기곤 김해지역 요인분석 Customer satisfaction Medical services Medical institution Gimhae area Factor analysis