한국산학기술학회논문지 (Journal of the Korea Academia-Industrial cooperation Society)

  • 제13권9호
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  • Pages.4082-4089
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  • 2012
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  • 1975-4701(pISSN)
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  • 2288-4688(eISSN)
한국산학기술학회 (The Korea Academia-Industrial cooperation Society)
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일개 종합병원 고객관리 모형구축에 관한 연구

Study on customer management analysis model for one General Hospital

  • 김영종 (대전 선병원 경영지원실) ;
  • 김광환 (건양대학교 병원관리학과)
  • Kim, Young-Jong (Department of Management Support, Daejeon Sun General Hospital) ;
  • Kim, Kwang-Hwan (Department of Hospital Management, Konyang University)
  • 투고 : 2012.08.16
  • 심사 : 2012.09.06
  • 발행 : 2012.09.30
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초록

본 연구는 병원을 이용하는 외래환자들의 불만족요인과 만족요인들을 조사하여 보다 높은 고객만족경영을 위한 기초자료를 제시하고자 하였다. 연구대상은 대전에 소재하는 일개의 종합병원 외래환자를 대상으로 2011년 10월 24일 1일간 설문조사를 실시하였다. 자료 수집은 총 160부의 설문지를 배포하여 144부를 통계분석자료로 이용하였다. 연구결과 행정지원부문의 특성 중 전반적 만족도와 타인추천 의향에 대하여 가장 많은 영향을 미치는 요인은 접수 수납 절차의 신속 간편성인 편리성으로 나타났으며 검사실 외래 진료대기실의 쾌적성도 공통으로 영향을 주는 것으로 나타났다. 이상과 같은 결과 고객을 만족시킬 수 있는 고객지향적 병원경영시스템을 구축 운영한다면 병원의 경쟁력은 향상되고 병원의 지속가능성은 높아질 것이며 고객만족경영이라는 경영목표도 달성될 수 있을 것이라 사료된다.

This study is to provide basic data for a higher level of customer satisfaction by investigating the satisfaction factors of and dissatisfaction factors for the outpatients. The survey was conducted with the outpatients in a general hospital located in Daejeon on October 24, 2011. A total of 160 questionnaires were distributed and 144 copies were used as the statistical analysis. As a result of the research, it is found that convenience is the most influential factor to affect on the overall satisfaction and willingness to recommend to other people among the characteristics of the administrative support division, which is the quickness and simplicity of the admission and receipt procedure, and it is also found that the comfortability of examination room and outpatient treatment waiting room affects on it in common. In conclusion, it is considered that if a customer-oriented hospital management system is built and operated for the satisfaction of customers, the competitiveness of hospital will be improved and the sustainability of hospital will increase and the business goal that is customer satisfaction management will be achieved.

키워드

참고문헌

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피인용 문헌

  1. A Study on Influential Factors on Satisfaction with the Use of Medical Services by the Qualified Recipients of Medical Aid(focusing on the period after the introduction of the selected medical center system) vol.12, pp.3, 2014, https://doi.org/10.14400/JDC.2014.12.3.289
  2. Through a selection factor analysis of the local healthcare institutions Building complex medical services strategy vol.13, pp.5, 2015, https://doi.org/10.14400/JDC.2015.13.5.297