Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on the Influence of Healthcare on Coustomer Satisfaction and Revisit

의료미용 서비스가 고객 만족도 및 재방문에 미치는 영향

  • Kim, Min-Hee (Dept. of Cosmetology, Graduate School of Engineering, Konkuk University) ;
  • You, Seon-Hee (Dept. of Skincare, Dongnam Health University) ;
  • Li, Shun-Hua (Dept. of Education Theory of Cosmetology, Graduate School of Education, Konkuk University)
  • 김민희 (건국대학교 산업대학교 향장학과) ;
  • 유선희 (동남보건대학교 피부미용과) ;
  • 리순화 (건국대학교 교육대학원 미용교육)
  • Received : 2018.05.21
  • Accepted : 2018.08.20
  • Published : 2018.08.28
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Abstract

In this study, we conducted a survey on the 20 - to 30-year-olds woman and men in a total of 291 questionnaires to analyze the impact on the level of customer satisfaction and revisit the factors of service quality and hospital selection. Analysis result, found that there was a correlation between the quality of service, customer satisfaction, and factors of re-intervient inquiry when selecting hospitals. In particular, it was found that hospital expenses and hospital map were affected by customer satisfaction and re-investigation companies, and the quality of the service after treatment had the greatest impact on other variables. As such, these results are considered to be of overall concern to the physician's ability to perform the procedure as well as to the service of the staff. Various follow-up studies are needed depending on the region.

본 연구는 의료미용의 서비스 품질 및 병원 선택 요인이 고객 만족도와 재방문에 미치는 영향을 연구하기 위해 20-30대 성인 여성과 남성을 대상으로 총 291부의 설문지를 통하여 분석하였다. 분석 결과, 병원 선택 하위요인, 서비스 품질인식 하위요인, 고객 만족도, 재방문 요인 간 상관관계가 있으며, 병원 선택 및 의료미용 서비스 품질 하위요인은 고객 만족도와 재방문 의사에 정(+)의 영향을 미치는 것을 확인할 수 있었다. 고객 만족도에는 병원비용이, 재방문에는 병원인지도가 가장 큰 영향을 미쳤고, 서비스 품질 중 시술후서비스가 가장 큰 영향을 미치는 것으로 확인되었다. 이와 같은 결과는 의사의 시술 능력은 물론 직원의 서비스에도 전반적인 관심을 기울여야 할 것으로 사료되어 지며, 추후 지역에 따른 다각적이고 종합적인 후속 연구가 필요할 것으로 생각된다.

Keywords

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