Browse > Article

Factors Influencing on Hospital Choice of the General Hospital among Mongolian Customers with Loyalty  

Lee, Hyun Sook (Dept. of Health Administration, Kongju National University)
Publication Information
Korea Journal of Hospital Management / v.26, no.2, 2021 , pp. 68-78 More about this Journal
Abstract
Background:The purpose of this study was to identify factors influencing on hospital choice of the general hospital among customers with loyalty in Mongolia. Methods:This study was divided into 5 types of hospital choice factor such as physical, human, efficiency, accessibility, and hospital image. Data were assessed using 229 patients who visit at a general hospital in Mongolia. The collected data from June 20 to July 20 in 2020 were conducted the self-administered questionnaires and analyzed frequency, t-test, ANOVA, and logistic regression by using SPSS 25.0. Results:The level of education was significant in the mean difference of customer types by demographic characteristics. Expecially, factors affecting hospital choice of loyalty customers were human and hospital image. Conclusion:This study suggests that it is necessary to understand present and potential consumer's needs, wants, and demands. Also, it is important to concern about aspect of marketing strategy of the general hospital in Mongolia.
Keywords
Hospital Choice; Customers with Loyalty; Mongolian Hospital;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Kim HS, Kim YG, Park CW. CRM Customer Relationship Management Principle and Practical Application. Scitech Media. 2009
2 Dick A S, Basu K. Customer Loyalty: Toward an Integrated Conceptual Framework. J of Academy of Marketing Science. 194;2(2):9-13.
3 Kondasani, R. K. R. & R. K. Panda(2015), " Customer perceived service quality, satisfaction and loyalty in Indian private healthcare", International Journal of Health Care Quality Asurance, 28(5): 452-467.   DOI
4 Yang JH, A Comparative Study on Hospital Choice Factors between First-visit and Revisit Patients in General Hospitals, Journal of Digital Convergence 2017;5(7):231-238.
5 Min IS, Hahm MI, Kim SJ, Lee YN, Kim BM, Kim DJ, et al. A Study on Improvement in Evaluation and Designation System of Specialty hospital. Health Insurance Review&Assessment Service 2017;GOOOEF6-2017-128.
6 Sadeh, E, Interelationships among quality enablers, service quality, patients' satisfaction and loyalty in hospitals, The TQM Journal, 2017;29(1): 101-117.   DOI
7 Kim BM, Hahm MI, Min IS, Kim SJ, Factors Influencing on Selection of Specialty Hospital among Inpatients with Loyalty, Korea Journal of Hospital Management, 2018;23(4):1-14
8 Lee HS, The Impact of Hospital Selection Factors between Internal and External Customers on Hospital Image, Health Policy and Management, 2013;23(3):281-288.   DOI
9 Kang MK, A Study on Factors Affecting Mongolian Patient's Selection of Korean Medical Instotition and Revisit [disertation]. Cheonan: Dankook University;2016
10 Kim SY. The Study of Relationship among Decision Factor for Game Viewing, Net Promoter Score(NPS) and Re-attend in Professional Baseball. Journal of Leisure & Wellness 2010;1(1):19-28.
11 Shin JW, Cho BH, Choi BR, Kim HN, Moon SJ, Jin JH, Kim HI. 2020 Medical service experience survey. Ministry of Health and Welfare, Korea Institute for Health and Social Affairs;2020.
12 Drosness DL, Lubin JW. Planning can be based on patient travel. Mod Hosp 1966;106(4):92-94.
13 Wind Y, Spitz LK. Analytical approach to marketing decisions in health-care organizations. Oper Res 1976;24(5):973-990.   DOI
14 Lee HJ, Lee JU. The Study on Selection Factors of Ophthalmic Medical Institute and Habits of Information Searching, 2009;3(1):47-58.
15 Health Development Center in Mongolia, Health Indicators 2019, p.77.
16 Park MH. Analysis of the Effects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju: Chungbuk National University;2010
17 Health Insurance Review & Assessment Service. The Result of 'Patient Service Experience Evaluation'[Internet]. Wonju: Health Insurance Review & Assessment Service; 2021 [cited 2021 Apr 26]. Available from http://www.hira.or.kr/bbsDummy.do?pgmid=HIRAA020041000100&brdScnBltNo=4&brdBltNo=9640&pageIndex=1
18 Health Insurance Review & Assessment Service (2020), 2019(2cha) Patient experience Index result. http://www.hira.or.kr/re/diag/asmWrptPopup.do?evlCd=30&pgmid=HIRAA030004000000
19 OECD. Recommendation to OECD Ministers of Health from the High Level Reflection Group on the Future of Health Statistics;2017.
20 Cho BH, Kim HS, Kim JE, Song MH, Shin JY, Kim SU. A Study on the Development of Survey Questionnaires for Patient Satisfaction with Medical Service. National Health Insurance Service, Seoul National University, Graduate school of Public Health;2012.
21 Park MH. Analysis of the Effects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju: Chungbuk National University;2010
22 Kotler P. Marketing for nonprofit organizations. Englewood Cliffs (NJ):Prentice Hall; 1975.
23 Kim SG, Kim BM, Park HY, Kim YS, Lee DH, Rhee HS, The Relationship between Hospital Satisfaction and Loyalty, Journal of the Korea Academia-Industrial Cooperation Society, 2010; 1(4):1492-1497.
24 Kim YK, Kim JS. A study on healthcare institution selection of healthcare consumers using theory of consumption values : Focusing on relations among clinics or smal sized hospitals, general hospitals, and large-sized hospitals. The Korean Society for Quality Management 2009; 37(4):71-86
25 Health Insurance Review & Assessment Service. The Result of 'Patient Service Experience Evaluation' [Internet]. Wonju: Health Insurance Review & Assessment Service; 2021 [cited 2021 Apr 26]. Available from http://www.hira.or.kr/bbsDummy.do?pgmid=HIRAA020041000100&brdScnBltNo=4&brdBltNo=10093&pageIndex=1#none
26 Hwang HJ, Choi JW. Efective execution requirement of NPS. LG Economic Research Institute. 2007
27 Park MH. Analysis of the Efects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju:Chungbuk National University;2010
28 Lee YE, A Study on the Factors Affecting Foreigners Selection of the Korean Medical Institutes [disertation]. Seoul: Kyung Hee University;2011.
29 Kim S, Oh C. Factors that afect decisions for selecting hospitals and diferent awarenes. Korean Institute of Healthcare Architecture Journal 2012;18(4):39-51
30 Schwartz LM, Woloshin S, Birkmeyer JD. How do elderly patients decide where to go for major surgery? Telephone interview survey. BMJ 2005;31(7520):821-828
31 Clemmer EC, Schneider B. Managing customer dissatisfaction with waiting: applying social-psychological theory in a service setting. Adv Serv Mark Manag 1993;2(1):213-229.
32 Kim YS, The Effect of Organizational Trust on Patient Satisfaction and Intention to Revisit in a Hospital [disertation]. Daegu: Keimyung University; 2011.
33 Kang MG, A Study on Factors Affecting Mongolian Patients Selection of Korean Medical Institution and Revisit [disertation]. Cheonan: Dankook University;2016
34 Sung KT. Patient evaluation of family planning services:the case of inner-city clinics. Stud Fam Planning 1977;8(5):130-137.   DOI
35 Yoon AY. The Effects of Foreign Patient's Choice of Hospitals in Korea on Theit Satisfaction and Revisit Intention [disertation]. Seongnam: Gachon University;2011
36 Park KM, The Effects of Hospital Choice Factors on Customer Satisfaction and Revisiting Intention on General Hospitals [disertation]. Gimhae: Inje University;2014.