• Korea Journal of Hospital Management
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• v.7 no.4
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• pp.57-101
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• 2002

These days, the environment of hospital marketing is changing rapidly. The level of expectation and demand of patients have become greater and more diversified, and patients have more alternatives in selecting hospitals. The standard of hospital selection and the type of using hospital have been changed, and competition among hospitals has been accelerated due to the opening of the medical market through globalization. Accordingly, differentiation strategies are critical in hospital marketing. The quality of medical service oriented toward patient satisfaction becomes a strong strategic weapon to secure a hospital's competitive advantage. Therefore, marketing and communication strategies should be focused on patient-oriented, rather than hospital-oriented. Considering the changes in the hospital environment and the increase in the patients' expectation level, this study categorizes doctors' communication styles into four different ones: trust-type, professional-type, cooperation-type, and control-type. The effects of these communication styles on patient satisfaction were empirically examined. The moderating roles of the patient's characteristics and clinical characteristics between the doctors' communication styles and patient satisfaction were also investigated to find out managerial implications for hospital management. To achieve such goals, data were collected from patients of 12 general hospitals in Busan. The data were analyzed to test research hypotheses that examine 1) the relationships between doctors' communication styles and patient satisfaction, 2) the moderating roles of the patient characteristics and clinical characteristics in the research model, and 3) the impact of patient satisfaction on positive word-of-mouth and repurchase. The following summarizes the major results of this research. First, the data showed that patient satisfaction varied across doctors' communication styles. Trust-type style had the strongest impact on patient satisfaction while control-type style had the weakest influence on patient satisfaction. Professional-type style and cooperation-type style also had positive effects on patient satisfaction but the impact of the two are not statistically different. Second, significant differences in terms of patient satisfaction were found depending upon demographic variables such as gender, marital status, age, occupation, and education. Patient satisfaction, however, was consistent across varying income groups. Third, patients' medical insurance types were also related to patient satisfaction. It implies that a doctor may need to use different communication styles depending on a patient's medical insurance type. Fourth, out-patient and in-patient showed a different level of satisfaction with varying communication styles. Fifth, highly professional knowledge and strong control can influence patient satisfaction depending on the characteristics of the patient treatment field. Sixth, patient satisfaction were proved to have significantly positive effects on word-of-mouth and repurchase. The implications drawn from this study must be tempered by its limitations. First of all, the subjects used in this study were patients in Busan and small- and medium-size hospitals were excluded from the research. Therefore, future research should examine the research model by using a variety of hospitals and clinics throughout Korea. Another research agenda has to do with finding more determinant and moderating variables which will increase an explanatory power of the model. In short, this study may be the first empirical research that investigates the effects of doctors' communication styles on patient satisfaction. Interestingly enough, the results showed that each communication style had a unique impact on patient satisfaction. The findings from this research can be very useful in developing hospital marketing strategies.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.345-351
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• 2007

Purpose: The purpose of this study was to identify the relationship between patient characteristics and patient satisfaction. Methods: A cross-sectional questionnaire survey was conducted in an acute care hospital. The subjects were 317 patients discharged from general medical and surgical nursing care units during September, 2005. Patient satisfaction was measured using the short-form satisfaction scale of Hwang and Park(2001). Additional information about patient characteristics, including general demographics and health care utilization variables, was collected from the hospital information systems. Multiple regression analysis was performed to determine patient characteristics influencing patient satisfaction. Results: Patients were satisfied with hospital care with an average of 4.10 on a five-point Likert scale. Patient characteristics explained 13.5% of the variance of patient satisfaction. The significant factors influencing patient satisfaction were patients' age and perceived health status. There was no significant relationship between structural variables and patient satisfaction. Conclusion: This study showed that patients' characteristics were significant factors explaining patient satisfaction. Therefore, these characteristics should be adjusted in reporting patient satisfaction as an indicator for hospital-level or department-level rating.

• Korea Journal of Hospital Management
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• v.5 no.2
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• pp.100-119
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• 2000

This study was conducted to understand the influences or satisfaction of mental disease patient's carer about medical service on utilizing hospital, for 202 mental disease patients who are in 19 hospitals from March 2, to 31, 2000 with questionnaire. Factor for understanding satisfaction of patient's carer includes ability of medical professional, view of facility, kindness of steps, convenience of medical procedure, cleanness of environment and convenience of traffic. The data collected were analyzed by SPSS program and the results of this study are summarized as follows; 1. There are not significantly difference bet wren general character and whole satisfaction of patient's carer. 2. Each factor has the positive relation with whole satisfaction of patient's carer about medical service. 3. Whole satisfaction of patient's carer have the significant positive relation with utilizing hospital($\beta$=.527, p=.000), this means that the higher whole satisfaction of patient's carer, the higher their tendance of utilizing hospital. 4. Knowledge for mental disease of patient's carer appear the positive results in view of medical care. In conclusion, the policy has to be developed in order to prevent the stop of utilizing hospital of patient and their carer. But there is a limit to except mental disease patients in this study.

• Journal of Digital Convergence
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• v.13 no.9
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• pp.419-430
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• 2015

This study is to conceptualize nurses' satisfaction, patient satisfaction about nurses and hospital, and patients' revisit and recommendation intention as linear structural equation model, and then, identify the significance of the path coefficient and goodness of the research model. Data were collected from 2,079 nurses and 6,776 patients in 5 university hospitals. The results were as follows: The research model was generally found to be good in terms of goodness of fit. The significance of the path coefficients are as follows. 1)A nurse's satisfaction has great influence on a patient's satisfaction about nurses, 2)A patient's satisfaction about nurses has influence on patient's satisfaction about the hospital, 3)A patient's satisfaction about the hospital has great influence on patient's revisit intention, 4)A patient's satisfaction about the hospital has great influence on patient's recommendation intention. These results will provide basic data for the hospital managers practicing customer satisfaction strategies in their health care marketing.

• Korean Journal of Occupational Health Nursing
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• v.20 no.3
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• pp.319-327
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• 2011

Purpose: The purpose of this study was to measure patient satisfaction among injured workers and determine the factors that affect satisfaction of the hospital services. Methods: The subjects of this study were 231 injured workers hospitalized in I WC Hospital and D WC Hospital located in one of the major cities in Korea, all of whom agreed to participate in this research. The questionnaires were selected as literature suggested for explaining satisfaction of the hospital services, general characteristics of injured workers, characteristics of the hospital services. The data were analyzed with descriptive statistics, t-test, ANOVA, multiple regression analysis by SPSS/WIN 18.0. Results: The patient satisfaction level is at 3.2 point, which is lower than general patient satisfaction in previous study. There were significant differences in satisfaction scores, depending on the gender, degree of medical treatments, the specialty of medical team, staff's kindness, medical treatment process, the cleanliness of hospital and the convenience of facilities. It was found that the patient satisfaction among injured workers is affected by the characteristics of the hospital services. Conclusion: It is necessary to promote medical facilities, specialization of doctors and nurses, staff's kindness, medical treatment process and hospital cleanliness for developing Workers' Compensation hospital services.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.401-410
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• 2010

This study identifies consumer satisfaction with medical services and the patient gowns of hospitals. Also analyzed are the elements that influence hospital satisfaction and the general satisfaction with patient gowns. A survey was conducted among Korean male and female ex-patients regardless of their age. A total of 513 responses were analyzed using descriptive statistics, paired t-test, correlations, regression, and factor analysis derived from data collected in April and May, 2009. The results are as follows. The general satisfaction with the hospital recently visited was higher than the general satisfaction with all of the hospitals visited. The satisfaction with medical services were high in good services, trustful medical examinations, easy access to utilities, and clean utilities. Hospital satisfaction was determined by good services, trustful medical examinations, easy access to utilities, patient gowns, and fresh indoor air. The satisfaction factors of general patient gowns were determined as functionality, fabric/design, sewing, and the management system factors. The most important factor explaining patient gown satisfaction was fabric/design, and this was the most unsatisfied factor at the same time.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.7
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• pp.1197-1204
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• 2010

This study analyzes the effect of patient clothes on hospital satisfaction. We conducted a survey on 272 patients from June 12 to August 14 in 2009. For the statistical analysis of data, t-test, ANOVA, and hierarchical regression analysis were used. The results of the study were as follows. First, the clothing satisfaction of patients depended on age and gender. Elderly patients were more satisfied with patient clothes compared to younger patients and patients with low educational backgrounds were more satisfied with patient clothes. Second, the effect of patient clothes on hospital satisfaction was statistically significant even after controlling for other factors. Third, the effect of patient clothes on hospital satisfaction depended on the age of the patient. In the case of young patients, the hospital satisfaction level increased sharply when they were satisfied with patient clothes.

• Korea Journal of Hospital Management
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• v.18 no.4
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• pp.18-38
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• 2013

This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, indoor environment, admission procedure, hospital image, service quality of physicians nurses medical technicians medical staff that patients perceived. Inpatients and outpatients were selected from three hospital in D city Questionnaire survey was employed to collect data from the subjects. For inpatients, indoor environment, admission procedure, hospital image and service quality of physicians have an effect on perceived value. Admission procedure, hospital image and service quality of physicians nurses medical technicians has an effect on the patient satisfaction. Hospital image and service quality of physicians nurses medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. For outpatients, Admission procedure, hospital image and service quality of physicians medical technicians have an effect on perceived value. Indoor environment, hospital image and service quality of physicians medical technicians medical staff has an effect on the patient satisfaction. Indoor environment, hospital image and service quality of physicians medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve middle hospitals.

• Health Communication
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• v.13 no.2
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• pp.159-166
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• 2018

Background: It is important to investigate patient satisfaction to improve the quality of healthcare. Among the many factors that affect patient satisfaction, perceived health status has been considered as one of the major factors. Therefore, we investigated patient satisfaction through patient experience in outpatient settings according to perceived health status. Methods: This cross-sectional study using questionnaires of patient experience and perceived health status from the Korean National Health and Nutrition Examination Survey 2015 included 4267 people aged over 19 years who met the inclusion criteria. Perceived health status was classified into three: good, fair, and poor. Questions about patient experience consisted of four items: doctor spending enough time with patients, doctor providing easy-to-understand explanation, doctor giving opportunity to ask questions or raise concerns, and doctor involving patient in decisions about care or treatment. Patient experience was classified into two: satisfied and non-satisfied. A multivariate regression model was used to analyze the data. Results: In the good perceived health status group, level of satisfaction was 79.2%, 88.5%, 83.3% and 87.2%, respectively for the four items targeting patient experience. In the poor group, level of satisfaction was 76%, 84.9%, 79.5%, and 83.1%, respectively for the four items. In multivariate logistic regression analyses, the odds ratios of good perceived health status group were 1.775 (1.347-2.338), 1.946 (1.356-2.793), 1.652 (1.218-2.240), and 1.665 (1.193-2.323) compared with the poor group. Conclusion: Perceived health status is associated with patient satisfaction. In particular, the better the perceived health status, the better the patient satisfaction through patient experience.

• Korea Journal of Hospital Management
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• v.27 no.2
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• pp.44-52
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• 2022

Purposes: This study tried to extract variables affecting patient-experience satisfaction level in hospital situation, using a multiple-regression analysis and ISA(Revised Importance-Satisfaction Analysis), and to explore variables needed to be improved. Methodology: A mobile-based online patient-experience survey was conducted in eleven general hospitals in A city. To test the validity of this test, this data was compared with the data from Health-Insturance Review and Assessment Service. Then, the standardized regression coefficients extracted from a multiple-regression analysis were used as the importance scale to be used in ISA. Finding: Taken together, the areas with the highest contribution for the in-hospital patient-experience satisfaction level were medication and treatment process and hospital environment. In conclusion, the revised ISA which can show satisfaction and importance both with simultaneously and multi-axis way would be useful in hospital improvement activities. Practical Implications: This study tried to develop a mobile-based patient-experience survey, and to extract the major variables affecting patient-satisfaction level and to identify variables need to be improved. Finally, this should help hostipals to prepare the assessment process with various improvement activities.