The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
권호 표지

A Study on the Effects of the Service Quality of the Radiology Department on The Medical Customer Satisfaction

영상의학과 서비스 품질이 의료소비자 만족에 미치는 영향

  • Yeo, Jin-Dong (Dept. of Radiological Technology, Sorabol College) ;
  • Park, Jung-Hoon (Dept. of Health Science, Kosin University Graduate School)
  • 여진동 (서라벌대학 방사선과) ;
  • 박정훈 (고신대학교 대학원 보건과학과)
  • Received : 2010.04.12
  • Accepted : 2010.06.19
  • Published : 2010.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to examine how much the service quality of the radiology department at the hospital is influential to customers' satisfaction and intents of reusing the department and informing it to others. For the purpose, this researcher surveyed 201 patients whon used the radiology department at the hospital. Findings of the study can be summarized as follows. First, the surveyed patients' perceptions of the service quality of the radiology department in accordance with their demographic characteristics were investigated to find that among the subjects, women were perceiving the radiological technician as more kind than men were. Among the subjects, women were higher in customer satisfaction about the service quality of the radiology department and intents of reusing the department and informing it to others than men were. Second, out of factors of the radiology department's service quality, those who were significantly affecting customer satisfaction included waiting time for treatment at the department, kindness of the radiological technician, environment of the radiography room and facilities of the department. Third, customer satisfaction was significantly affecting the intent of reuse. Fourth, customer satisfaction was significantly influencing the intent of informing to others. In other words, the more customers are satisfied with the service quality of the radiology department, the more they are likely to inform the department to others and reuse it. In conclusion, the sustainable growth and effective management of the medical institution requires improving the service quality of its department of radiology and thereon maximizing customer satisfaction.

Keywords

References

  1. 여진동(1997), 진단방사선과 의료서비스 개선방안, 대한방사선사협회지, Vol.25(1);365-376.
  2. 노진옥(2002), 의료서비스 가치의 의료소비자 만족에 미치는 영향에 관한 실증 연구, 경성대학교 대학원 박사학위논문, pp.4-11.
  3. Marchack, B. W(1990), "Targeting excellence in today's marketplance", Journal of the California Dental Association, Vol.12(6);433-436.
  4. Babakus, E, Mangold WG(1991), "Adapting the SERVQUAL scale to hospital services: : An Empirical investigation", Health Serv Res, Vol.26(6);767-786.
  5. Georgette, M., B. Zifko, and F. K. Robert(1997), "Managing perception of hospital quality", Marketing Health Services Spring, Vol.12;28-35.
  6. 김재열, 황복주(2001), 병원 의료외적서비스와 고객만족, 병원이미지와의 관계, Vol.2(2);3-34.
  7. Donabedian(1980), "Exploration in quality assessment monitoring, The definition of quality and approaches to its assessment", Ann Arbor Ml, Health administration press, Vol.10;11-21.
  8. Bitner, M. J(1990), "Evaluating Service Encounters : The Effects of Physical Surrounding and Employee Responses", Journal of Marketing. Vol.54;69-82. https://doi.org/10.2307/1251871
  9. 서의훈(2002), SPSS 10.0을 한글판을 이용한 SPSS 통계분석, 자유아카테미, pp.153-185.
  10. 김재창(2002), 치과병 의원 의료서비스의 소비자 만족도 소비자 행동에 관한 연구, 강릉대학교 대학원 석사학위논문, pp.4-21.
  11. 남은우, 박창식, 안희도(1991), K대학병원 환자의 선택동기 분석, 고신대학교 보건과학연구소보, Vol.12(1);1-17.
  12. 최경옥(1991), 종합병원 입원환자의 서비스 만족도에 관한연구 한양대학교 행정대학원, 석사학위논문, pp.6-27.
  13. 강수원(1995), 의료서비스 질이 소비자만족에 미치는 영향에 관한 실증적 연구, 한남대학교 대학원 박사학위논문, pp.4-31.
  14. 김기일(1999), 서비스접점에서 재구매 의도와 구전효과에 미치는 영향요인, 영남대학교 대학원 박사학위논문, pp.12-19.