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http://dx.doi.org/10.22156/CS4SMB.2020.10.01.235

Relationship between Hospital Use Satisfaction and Medical Service Provision Process  

Ha, Au-Hyun (Department of Health Administration, Busan Digital University)
Park, Ki-Hyeok (Department of Health Care Management, Catholic University of Pusan)
Publication Information
Journal of Convergence for Information Technology / v.10, no.1, 2020 , pp. 235-242 More about this Journal
Abstract
This study aims to provide direction for improvement of the hospital's management environment for customer satisfaction management, which is ultimately consumer-oriented in practice. this study was analyzed the relationship between hospital use satisfaction relative to expected level and medical service provision process for inpatients. The study method collected data from September 10 to September 30, 2018 for patients with inpatient care at hospitals and general hospitals under 300 beds, and conducted a t-test, ANOVA, and logistic regression. According to the analysis, hospital brands were the most frequently chosen reason for hospitalization, followed by doctor brands. The satisfaction level of the inpatient medical service provision process showed no statistical differences depending on the general characteristics. It has been confirmed that the hospital's satisfaction level relative to the expected level of inpatients has a causal relationship that significantly affects the hospitalized procedure the course of the provision of medical services.
Keywords
Inpatient; Hospital Use Satisfaction; Expected Level; Medical Service Provision Process; Customer Satisfaction Management;
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Times Cited By KSCI : 4  (Citation Analysis)
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