Health Policy and Management (보건행정학회지)

Korean Academy of Health Policy and Management (한국보건행정학회)
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A Study on Medical Service Quality affecting Value of Care and Patient Satisfaction - Focusing outpatients in a Large-size Hospital

의료 서비스품질이 진료가치와 환자만족에 미치는 영향에 관한 연구 - 대형 종합병원의 외래를 중심으로 -

  • Kim, Yang-Kyun (College of Business Administration, Kyung Hee University) ;
  • Cho, Chul-Ho (College of Business Administration, Kyung Hee University)
  • 김양균 (경희대학교 경영대학 의료경영) ;
  • 조철호 (경희대학교 경영대학 의료경영)
  • Published : 2006.03.01
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Abstract

The role of medical service quality to provide patients enhances influence on the hospital performance under being severe competition among the large size hospitals and increasing the right of patients. When a large hospital perceived factors of quality that a customer expects and feels value of care and it invests its resources to improve the factors of quality, it can get successful performances. Therefore, the purpose of the study explores the factors of quality affecting the trust of care and the patient satisfaction, and tests relationship among the trust of care, patient satisfaction and revisit intention. When considering the factors, a large size hospital can increase the trust of care and the patient satisfaction, through this process the hospital can assure patients' revisit and increase its revenue. This study uses interview data on outpatients visiting clinics in about 1000 beds sized training hospital located in Seoul. This study uses casual relationship model for the analysis. This study finds that 1) the trust of care and the procedure of care significantly influence the value of care felt by patients, 2) the trust of care, quality of doctors' care, procedure of care significantly influence the patient satisfaction, 3) the trust of care increases the patient satisfaction, and 4) the value of care and the patient satisfaction increase revisit intention.

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References

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