The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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Effect of Hospital Selection Factors on Patient Satisfaction and Reuse Intention

병원선택요인이 환자만족도 및 재이용에 미치는 영향

  • Shim, Gyu-Beom (Department of Health Service Administration in Kyungnam College of Information & Technology) ;
  • Kim, Min-Ho (Department of Health Service Administration in Kyungnam College of Information & Technology) ;
  • Kim, Weon (Department of Health Service Administration in Kyungnam College of Information & Technology) ;
  • Shin, Moon-Ju (Department of Health Service Administration in Kyungnam College of Information & Technology)
  • 심규범 (경남정보대학교 의무행정과) ;
  • 김민호 (경남정보대학교 의무행정과) ;
  • 김원 (경남정보대학교 의무행정과) ;
  • 신문주 (경남정보대학교 의무행정과)
  • Received : 2014.01.22
  • Accepted : 2014.05.07
  • Published : 2014.06.30
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Abstract

This study was performed to identify effects of hospital selection factors on patient satisfaction and reuse intention. For this purpose, a survey was performed subject to outpatients and inpatients in 10 hospitals located in Busan district from March 7, 2013 to June 21, 2013 and total 447 copies were used as final study data. As results of this study, it was found that among the hospital selection factors of outpatients, internal conditions and medical service gave effects to patient satisfaction and internal conditions, service of medical staffs and medical service gave effects to reuse intention. It was found also that among the hospital selections factors of inpatients, internal conditions, service of medical staffs and medical service gave effects to patient satisfaction and external conditions, internal conditions, service of medical staffs and medical service gave effects to reuse intention. It was suggested that in the effect of patient satisfaction on reuse intention, both inpatients and outpatients gave the effect and thus higher patient satisfaction was related to higher reuse intention. Therefore, instead of hospital-centered medical treatments, hospitals should restructure its medical and service systems that are patient-centered. Also, it is necessary for the hospital managers to recognize that patient satisfaction is an important factor in increasing its profit.

Keywords

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