Korea Journal of Hospital Management (한국병원경영학회지)
- Volume 11 Issue 1
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- Pages.31-53
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- 2006
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- 1226-6299(pISSN)
An Empirical Study on Service Quality and Patient Satisfaction in Specialty and General Hospitals
전문병원과 일반병원의 서비스의 질과 환자만족도에 관한 실증적 분석
- Kim, Mi-Sun (Graduate School of Healthcare Management & Policy, The Catholic University of Korea) ;
- Park, Ha-Young (Uijeongbu St. Mary's Hospital, The Catholic University of Korea)
- Published : 2006.03.30
Abstract
The objective of this study is to examine the effectiveness of the strategy of hospital specialization by analyzing the differences in expected and perceived services, perceived service quality, satisfaction, and intentions to revisit and recommend the hospital to others between general and specialty hospitals. Data were collected using self-administered questionnaire from patients admitted to four study hospitals: two speciality and two general hospitals. The questionnaire was developed based on SERVQUAL to measure five dimensions of service quality. Four hundreds questionnaires were distributed to inpatients or their guardians and 282 returned questionnaires were used in the analyses. The significance of the differences in study variables between specialty and general hospitals were tested by t-test and