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http://dx.doi.org/10.5762/KAIS.2012.13.9.4082

Study on customer management analysis model for one General Hospital  

Kim, Young-Jong (Department of Management Support, Daejeon Sun General Hospital)
Kim, Kwang-Hwan (Department of Hospital Management, Konyang University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.13, no.9, 2012 , pp. 4082-4089 More about this Journal
Abstract
This study is to provide basic data for a higher level of customer satisfaction by investigating the satisfaction factors of and dissatisfaction factors for the outpatients. The survey was conducted with the outpatients in a general hospital located in Daejeon on October 24, 2011. A total of 160 questionnaires were distributed and 144 copies were used as the statistical analysis. As a result of the research, it is found that convenience is the most influential factor to affect on the overall satisfaction and willingness to recommend to other people among the characteristics of the administrative support division, which is the quickness and simplicity of the admission and receipt procedure, and it is also found that the comfortability of examination room and outpatient treatment waiting room affects on it in common. In conclusion, it is considered that if a customer-oriented hospital management system is built and operated for the satisfaction of customers, the competitiveness of hospital will be improved and the sustainability of hospital will increase and the business goal that is customer satisfaction management will be achieved.
Keywords
Customer satisfactory factors; Medical services; Customer satisfaction management; Recommendation;
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