• Journal of Korean society of Dental Hygiene
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• v.10 no.4
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• pp.765-775
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• 2010

Objectives : 노인 환자들이 제공받고 있는 치과 의료서비스 만족도를 평가하여 노인 환자에게 양질의 구강보건진료 서비스를 제공하고 노인의 구강보건향상에 기여하기 위하여 실시하였다. 이와 같은 연구목적을 달성하기 위하여 노인관련 일반적 특성을 알아보고, 치과 병 의원을 이용하는 노인 환자의 만족도에 미치는 요인 및 병 의원 선택이유를 조사하였다. Methods : 서울특별시와 경기도, 경상도, 전라도 일부지역의 치과병원 및 치과의원을 이용하는 노인 환자 300명을 편의추출 하였으며, 2009년 4월 1일부터 5월 8일까지 면접 및 자기기입법으로 설문조사를 실시하였다. 설문지는 4개영역으로 구분하여 치과 의료서비스 만족도 22문항, 치과위생사의 의료서비스 만족도 14문항, 재이용 권유의사 4문항 및 일반적 특성과 치과이용에 관한 8문항으로 구성하였다. 노인환자의 일반적인 특성에 따른 치과 의료서비스 만족도, 연구대상자의 병원인지경로, 치과선택이유에 따른 치과의료서비스 만족도는 일원배치분산분석(One-way ANOVA)을 실시하였다. 치과의료서비스 만족도 영향인자, 만족도에 미치는 치과위생사 요인 등은 다중회귀분석을 실시하였다. 연구대상자의 성별과 병원내원기간에 따른 치과선택이유는 카이제곱 (${\chi}^2$) 분포를 따르는 정확검정(exact test)을 실시하였다. Results : 1. 노인환자들이 병원을 선택할 때 가족, 친척으로부터 추천을 받는 경우가 가장 많으며 이 경우 다른 인지경로에 비하여 치과에 대한 만족도가 가장 높았다. 2. 치과선택 이유에 따른 만족도를 비교하였을 때 첫째, 의사의 높은 진료수준, 둘째, 친절한 서비스에 만족도가 높았다. 또한 치과선택이유가 의사의 높은 진료수준과 친절함을 포함한 의사요인이 가장 중요한 것으로 나타났다. 3. 치과위생사의 높은 진료수준과 친절도는 치과의료서비스 만족도에 유의한 차이를 나타내었다. 노인환자들의 만족도를 높이기 위해 노인에 대한 치위생교육이 필요하고 노인에 대한 지식뿐만 아니라 태도에 대한 교육도 실시되어야 한다. 4. 동일한 치과를 계속적으로 다니는 이유는 첫 번째 의사의 높은 진료수준, 두 번째 친절도로 의사요인과 관련이 가장 높은 것으로 나타났다. 또한 3-4년 이상의 장기내원환자는 의사의 높은 진료수준 다음으로 친절도를 중요한 이유로 선택하였다. Conclusions : 이상의 결과로 노인 환자가 만족하는 치과는 치과의사와 치과위생사의 진료수준이 높아야 하겠고, 다음으로 친절한 서비스가 중요함을 알 수 있었다. 또한 노인환자들의 만족도를 높이기 위해 노인에 대한 치위생교육이 필요하고 노인에 대한 지식뿐만 아니라 태도에 대한 교육도 실시되어야 한다.

• Journal of Venture Innovation
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• v.6 no.4
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• pp.133-151
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• 2023

The purpose of this study is to examine the correlation between medical service quality, customer trust, customer satisfaction and customer loyalty in domestic convalescent hospitals. Participants in this research were individualis who assumed responsibility for being the main caretaker of patients that were in hospitalization The following main results were derived. First, among the quality of medical services, tangibles, realiability, responsiveness, empathy were found to have a significant positive effect on customer trust. Second, among the quality of medical services, tangibles, realiability, responsiveness, assuracne, empathy were found to have a significant positive effect on customer satisfaction. Third, among the quality of medical services, only realiability variable were found to have a significant positive effect on customer loyalty. This result means that customer satisfaction and customer trust plays a mediating role between the medical service quality and loyalty. Fourth, customer trust was found to have a significant positive effect on customer loyalty. Fifth, customer satisfaction was found to have a significant positive effect on customer loyalty.

• The Journal of the Korea Contents Association
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• v.18 no.11
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• pp.581-593
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• 2018

The purpose of this study is to examine the effect of the medical service quality of the nursing hospital on the inpatients' satisfaction, reuse intention and to verify the mediating effect of the inpatients' satisfaction. The subjects of this study were 255 male and female inpatients in Hiroshima in Japan. The collected data were used as a model of path coefficients obtained through analysis of covariance structure and hypothesis test. As a result of verification, level of medical team and medical service, reception, facility and fee of the medical service quality of the nursing hospital perceived by the inpatients showed a statistically significant positive correlation with the inpatients' satisfaction. The inpatients' satisfaction showed a statistically significant positive correlation with their reuse intention. The level of medical team and medical service, reception, facility and fee of the medical service quality of the nursing hospital perceived by the inpatients shows a statistically no significant positive correlation with the reuse intention. But, they show a statistically significant positive correlation with the reuse intention with the mediating effect of the inpatients' satisfaction. Finally, the result of this study is to confirm the effect of the medical service quality on the inpatients' satisfaction, reuse intention of the nursing hospital. In this process, it is meaningful to verify the role and function of medical service quality of the nursing hospital.

• The Journal of the Korea Contents Association
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• v.11 no.10
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• pp.301-311
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• 2011

This paper is aimed at providing fundamental data for marketing strategies needed to determine the direction of policy to operate hospitals in an effective way. From the analysis, it was found that: first, expectation toward hospitality of the staff, facilities, environment and administrative service of hospitals for the elderly exercises significantly positive(+) effects on satisfaction of patients; second, trust in and satisfaction with administrative service of hospitals for the elderly exerts significantly positive(+) effects on the intent of patients for revisit and information by word of mouth; and third, the intent for revisit influences positively the intent for information by word of mouth significantly. It is therefore needed to try to understand the motives and tendencies of the elderly in selecting hospitals, to promote their satisfaction and to cultivate the spirit for patient-oriented service. Furthermore, efforts should be made to gain trust of medical staff, effects of medical treatment as well as medical equipment in addition to laborious endeavors to work out marketing strategies backed up by price competitiveness of paradigm.

• Proceedings of the KAIS Fall Conference
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• 2009.12a
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• pp.942-945
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• 2009

경제적 성장과 더불어 의료서비스에 대한 국민들의 욕구는 지속적으로 증가하고 있다. 현 상황에서 각 병원들은 의료서비스 뿐만 아니라 의료 외적인 특화서비스를 제공함으로써 다수의 충성고객을 확보하고자 한다. 따라서, 환자 충성도와 의료 외적인 특화서비스의 상관관계는 집중적인 관심이 요구 되고 있다. 이에 본 연구에서는 서울소재 일개 3차병원 한 곳의 병원을 이용하는 고객들을 대상으로 의료서비스에 대하여 설문조사를 통하여 파악하고자 하였다. 조사결과 환자들의 특화서비스에 대한 만족도 여부와 충성도는 서로 상관관계가 있는 것으로 볼 수 있었다. 특히 충성도가 낮은 집단으로부터 특화서비스에 대한 만족도가 낮은 서비스가 있었기 때문에, 충성도가 낮은 고객들에 대해 서비스를 강화하고 보다 상세하게 불만족의 요인을 파악하기 위한 연구가 이루어져야 할 것이다.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.331-339
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• 2013

This study attempts to analyze medical service factors associated with patients' satisfaction, and its difference between inpatients and outpatients in A medium-sized hospital located in rural area. Questionaries have been collected from 411 patients of 96 inpatients and 315 outpatients. The survey was carried out for 4 weeks, from August 20, 2011. The study found that hospital awareness was only factor related to patients' satisfaction in inpatients. In the case of outpatients, several factors were related to patients' satisfaction. They are included qualified health care providers, infirmary accommodations, staff kindness, hospital awareness, and convenient procedure of treatment and admission. Based on the findings, it is desirable to differentiate the strategy in improving patients' satisfaction between patient type; either inpatient or outpatient to being competitive.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.7
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• pp.3094-3101
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• 2012

This study provides fundamental data in order to obtain improved medical services and competitiveness by analyzing the satisfaction level of patients receiving inpatient services at general hospitals. Data from self-administered surveys distributed to inpatient subjects at local general hospitals was collected from 09/19/2011 to 09/30/2011. Firstly, the results of 320 surveys show that the average level of satisfaction from inpatient services was 3.25 (maximum 4.0). Secondly, the results from general characteristics and satisfaction from medical care provider services showed that there is a statistical significance regarding medical treatment, health condition, the number of times admitted to the hospital, and hospital environment including hospital admittance/release proceeders. Also the satisfaction with other services is statistically significant with regards to age, medical treatment, health condition, and the number of times admitted to the hospital. Thirdly, there is a statistically significant positive correlation between inpatient services and levels of satisfaction. Finally, from the analysis of factors influencing inpatient satisfaction showed that physician services and other services significantly affect satisfaction. In conclusion, in order to increase inpatient levels of satisfaction the workforce involved medical treatment of patients need to be retained and a variety of programs need to be in operation that will satisfy patients while they stay in the hospital. Further research is expected.

• Journal of Distribution Science
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• v.7 no.2
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• pp.45-61
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• 2009

The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose, this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.10
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• pp.1491-1497
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• 2006

The purpose of this study was to analyze the relationship among inpatients' perceptions of foodservice quality, satisfaction and revisit intention. Questionnaires were hand-delivered to 350 inpatients and a total of 230 questionnaires were usable (response rate 65.7%), Statistical data analysis was completed using the SPSS Win 11.0 for descriptive analysis, independent t-test, $x^2$ test and k-means cluster analysis. The results of this study can be summarized as follows: The average score of overall importance of meal service in medical service was 4.25 out of 5.0, yet the score of overall quality of meal service and value had lower than importance score. A helpfulness to medical treatment (3.48), bringing customer happiness (3.18), overall satisfaction for foodservice (3.66), satisfaction based on expectation before discharge (3.53) and offering foodservice apt to hospital reputation (3.40) were measured as expressions of satisfaction. As a result of clustering analysis, two clusters were classified and named as affirmative opinion group and negative one. Expectation for four factors of foodservice quality between two groups had no significance. But affirmative opinion group had significantly higher score than negative one in perception and satisfaction. Affirmative customers' intention to revisit in the near future was evaluated as high in both considering general medical service (4.04) and reflecting meal service level (3.84).

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.12
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• pp.6275-6283
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• 2013

The aim of this study was to provide the basic data for the betterment of public medical services. A questionnaire survey on the quality of the services and the intention of revisiting the hospital was administered to 330 patients in a public hospital located in Seoul. The mean satisfaction of hospital medical services was 4.11, whereas that of the revisiting intention was 3.94. The relationship between the satisfaction of medical services and the intention of revisiting was significant (t=11.335, p<.001). The intention of revisiting increased with increasing satisfaction of medical services of a hospital. Therefore, to enhance satisfaction, a hospital should identify the needs of people looking for a public hospital, increase rapport with the neighboring communities, and provide public amenities.