디지털융복합연구 (Journal of Digital Convergence)

  • 제20권5호
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  • Pages.661-669
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  • 2022
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  • 2713-6434(pISSN)
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  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
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의료기관 종별 선택요인 비교 분석

Comparative Analysis of Selection Factors by Type of Medical Institution

  • 양종현 (중원대학교 보건행정학과)
  • Yang, Jong-Hyun (Department of Health Administration, Jungwon University)
  • 투고 : 2022.03.16
  • 심사 : 2022.05.20
  • 발행 : 2022.05.28
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초록

본 연구는 종합병원, 요양병원, 한방병원 이용자의 선택요인과 고객만족, 재이용의도에 미치는 영향을 비교 분석하였다. 본 연구는 2019년 11월 1일부터 2020년 4월 30일까지 4개 종합병원, 6개 요양병원, 3개 한방병원을 대상으로 설문조사를 실시하였다. 종합병원, 요양병원, 한방병원은 인적 요인, 효율성 요인이 고객만족에 양(+)의 영향력이 있었다. 요양병원은 소득이 높을수록 고객만족도가 높았으며, 효율적 요인이 재이용의도에 양(+)의 영향력이 있었다. 한방병원은 대외이미지 요인이 고객만족과 재이용의도에 중요한 요인이었다. 이러한 연구결과를 바탕으로 경쟁 시대에 접어든 병원들이 고객만족도와 재이용의도를 높이고 효율적 경영을 위한 유용한 자료가 될 것을 기대된다.

The purpose of this study is to analyze the effects of selection factors, customer satisfaction, and revisiting intention of general hospital, long-term care hospital, and oriental medicine hospital. From November 1, 2019 to April 30, 2020, a survey was conducted targeting 4 general hospitals, 6 long-term care hospitals, and 3 oriental medicine hospitals. In general hospitals, long-term care hospitals, and oriental medicine hospitals, human factors and efficiency factors had a positive(+) influence on customer satisfaction. In long-term care hospitals, the higher the income, the higher the customer satisfaction, and effectiveness factor had significant positive(+) effect on revisiting intention. For oriental medicine hospitals, the external image was an important factor in customer satisfaction and revisiting intention. Based on the research results, it is expected that hospitals entering an era of competition can become useful basic data for efficient management.

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