The Satisfaction Analysis for Patient Care Service in National University Hospitals

국립대학병원의 환자 만족도 분석 - 7개 국립대학병원의 입원.외래간 비교 -

  • Lee, Kyu-Sik (Department of Health Administration, College of Health Science, Yonsei University) ;
  • Lee, Hae-Jong (Department of Health Administration, College of Health Science, Yonsei University) ;
  • Cho, Kyung-Sook (Department of Health Administration, College of Health Science, Yonsei University) ;
  • Seol, Dong-Jin (Department of Business Administration, College of Business and Economics, Yonsei University)
  • 이규식 (연세대학교 보건과학대학 보건행정학과) ;
  • 이해종 (연세대학교 보건과학대학 보건행정학과) ;
  • 조경숙 (연세대학교 보건과학대학 보건행정학과) ;
  • 설동진 (연세대학교 상경대학 경영학과)
  • Published : 1998.11.30

Abstract

The objectives of this research are 1) to identify different motivation of choice for each National University hospitals 2) to examine the factors influencing the patients' satisfaction, 3) and to investigate that the patients' satisfaction effects the hospital re-choice and recommendation on seven National University's hospitals. The data for this analysis were collected by questionnaire survey. Totally 852 interviews were conducted. The major statistical methods used for the analysis are paired t-test, factor analysis, x2-test, and multiple regression. We find that satisfaction level is a function of not only the quality of medical service but also non-medical service. The main results of research are follows: 1) The most important factor of hospital choices is 'the trust and fame as National University hospitals'; 2) Overall satisfaction of inpatients is turned to be influenced by the doctor's services, nurse's services, environment, and convenience. And overall satisfaction of outpatients is also found to be influenced by the waiting time for lab test; 3) Highly satisfied patients preferred to revisit and to recommend to others.

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