• 한국방사선학회논문지
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• 제5권4호
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• pp.207-215
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• 2011

본 연구는 암 환자가 암 검사를 받으면서 지각하는 의료서비스품질이 환자의 만족도에 미치는 영향을 고찰함으로써, 의료서비스품질의 어떤 점이 부족한지를 발견하고, 이에 대한 개선점을 찾는데 그 목적을 두었다. 이를 위해 본 연구는 의료서비스와 고객만족간의 관계에 관한 모델을 수립하고 의료서비스의 구성개념으로 유형성, 전문성, 신뢰성, 대응성을 제시하였고, 이들 의료서비스 품질과 고객만족 간의 관계에 관한 모형을 개발하고, 이 모형에 따라 4개의 가설을 설정하였다. 설문에 응답한 총 220명의 가설검정을 위한 실증조사 분석은 SPSS (Statistical Package for Social Sciences) for Windows 14.0K를 사용하여 분석하였다. 모든 가설은 다중회귀분석으로 검정한 결과 연구가설 H1, H2, H3, H4는 모두 채택되었다. 네 가지 연구모형 변수 중 에서 서비스 품질에 따른 고객만족에 가장 큰 영향을 미치는 요인은 유형성이 0.298(t=5.541)로 가장 중요한 영향으로 나타났으며, 다음은 전문성이 0.237(t=-3.687)로 그 다음으로 중요한 영향요인으로 나타났다. 위와 같은 연구 결과 다음과 같이 의미를 제안해 볼 수 있다. 첫째 의료 기관은 유형성, 전문성, 신뢰성, 대응성을 중심으로 의료서비스를 개발하고 시행한다면 현재보다 더 높은 고객 만족을 이끌어 낼 수 있다는 시사점을 제시하였다. 둘째, 이러한 서비스는 높은 고객 만족도를 가지고 있습니다. 셋째, 이는 날로 새로워지는 의료시장의 경쟁 환경 가운데서도 의료기관의 본연의 목적인 환자 치료를 통한 생명 연장의 역할을 해낼 수 있다. 넷째, 이러한 서비스는 보다 높은 고객만족을 통한 의료기관의 생존과 보다 나은 의료서비스를 제공하는 전략개발에 활용할 수 있을 것이다.

• 간호행정학회지
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• 제6권2호
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• pp.227-243
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• 2000

The purpose of this study was to identify the relationship between nursing organizational climate and job satisfaction of nurses in general hospitals and also the factors which had influences in the nursing organizational climate and job satisfaction of nurses. Data were collected from 200 nursing managers and 800 nurses with structured questionnaires at 11 general hospitals in Taegu and Kyungbuk-area, from June 1 to June 30, 1999. Data were analyed with SPSS 7.5 using program such as t-test, ANOVA and stepwise multiple regression. The results were as follows: 1) In the nursing organizational climate there were significant differences by age(F=9.246, p=.000), religion(f=5.658, p=.001), educational level(F=4.660, p=.010), position(F=27.016, p=.000), and the total length of service(F=7.274, p=.000). Also there were significant differences by subsidiary school(F=11.224, p=.000), the number of beds(F=9.893, p=.000), the number of nurses(F=6.365, p=.000), and kind of medical agency(F=5.251, p=.000) in the hospitals. 2) In the nurses' job satisfaction there were significant differences by age(f=11.528, p=.000), religion(F=3.003, p=.000), position(F=22.485, p=.000), career the department of the present service(F=5.157, p=.000), total career of service(F=9.243, p=.000), and salary(F=5.507, p=.000). Also there were significant differences by religious background(F=4.779, p=.009), subsidiary school(F=7.039, p=.000), the number of beds(F=7.039, p=.000), and kind of medical agency(F=2.778, p=.006) in the hospitals 3) There was significant correlation between nursing organizational climate and job satisfaction of nurses(r=.686). 4) The nursing organizational climate was explained 21.8% by salary 9.5%, position 7.4%, religious background of hospital 4.1%, and subsidiary school of hospital 0.8%. 5) The nurses' job satisfaction was explained 70.9% by nursing organizational climate 46.7%, salary 21.9%, kind of medical agency 1.4%, position 0.3%, religious background of hospital 0.3%, religion 0.3%.

• 한국치위생학회지
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• 제9권3호
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• pp.439-455
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• 2009

The number of dental hygiene students is increasing as dental hygiene departments are extended or newly installed continuously, and in other to keep up with the quantitative increase, we need to standardize dental hygiene curriculums. The present study conducted a questionnaire survey with dental hygiene students who had completed clinical practice. The obtained results as follows. 1. According to the contents of clinical practice at dental clinics, the frequency of dental hygiene students' observation practice was high in basic medical service, dental prosthesis, and orthodontics. 2. The frequency of performance practice was high in basic medical service, oral medicine, preventive dentistry, pediatric dentistry, periodontology, and oral surgery. According to the area of clinical practice. 3. According to the contents of clinical practice at university hospitals, the frequency of dental hygiene students' observation practice was high in basic medical service, dental prosthesis, and orthodontics. 4. The frequency of performance practice was high in basic medical service, oral medicine, preventive dentistry, pediatric dentistry, periodontology, and dental prosthesis. 5. The students' satisfaction was high in basic medical service, oral medicine, preventive dentistry, and periodontology. The period of clinical practice varies according to school curriculum and circumstance among dental clinics and university hospitals where clinical practices are performed, students' satisfaction with their observation practice and performance practice may be different. Thus, for dental hygiene students' clinical practice, it is considered desirable to prepare integrated education programs that standardize the period and contents of clinical practice.

• 간호행정학회지
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• 제7권3호
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• pp.439-446
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• 2001

The purpose of this study was to identify the relationship of nursing service satisfaction and nurse's nursing activity styles in a hospital settings. The subjects of this study were 150 admitted patients in a hospital. The data was collected with Nursing Service Satisfaction Scale developed by Tomas(1996) and modified Nurse's Nursing activity styles Scale developed by Coeling(1993). The results were as follows: 1. The mean score for the level of nursing service satisfaction was 65.00(SD=14.10). The mean score for subcategories of nurse's nursing activity styles were as follow; work difficulties management 9.47(SD=2.02), effective work attitude 23.53(SD=3.14), interpersonal relationship 48.82(SD=6.18), keep regulation 23.24(SD=3.62), professional values 48.28(SD=5.27), and professional development 24.41(SD=3.07). 2. The correlations of nursing service satisfaction and subcategories of nurse's nursing activity styles were revealed a positive significant correlation; work difficulties management(r=0.17, p=0.03), effective work attitude(r=0.44, p=0.00), interpersonal relationship(r=0.51, p=0.00), keep regulation(r=0.44, p=0.00), professional values(r=0.31, p=0.00), professional development(r=0.30, p=0.00). 3. Stepwise multiple regression analysis revealed that the most powerful predictor of nursing service satisfaction was effective interpersonal relationship. A combination of effective work attitude, work difficulties management account for 38% of the variance in nursing service satisfaction of the patient in a hospital. In conclusion, this study revealed that the effective work attitude, interpersonal relationship, and work difficulties management in nursing activity were important factors to improve the level of nursing service satisfaction.

• 한국의료질향상학회지
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• 제5권1호
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• pp.2-14
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• 1998

The aim of this study was to examine differences in the level of satisfaction with medical care at a public health center between patients receiving free-care compared to those paying out-of-pocket. SERVQUAL(Comprehensive Service Quality Measurement Scale), a pyschometrically valid measure for evaluating hospital service quality, was used to assess patient satisfaction. The study sample consisted of 279 patients who received medical care at a public health center. The interview was conducted between April 23 and May 7, 1998. The results was as follow: 1. There were more elderly people among free-care patients than out-of-pocket patients. Education and income levels were lower amongs those receiving free-care. There were, however, no differences in the distribution of gender and religion between the two groups. Patients receiving free-care tended to visit the public health center more frequently compared to those self-paying patients. 2. Overall, free-care patients showed higher satisfaction level than that of self-paying patients. except for the dimension on sympathy and shape.

• 한국융합학회논문지
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• 제9권10호
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• pp.441-448
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• 2018

본 연구의 목적은 종합병원에서 병원정보시스템 품질요인이 사용자의 만족과 서비스혁신 성과에 미치는 영향을 분석하고자 하였다. 간호사 250명을 대상으로 설문조사 하였으며, 5점 Likert 척도를 사용하여 병원정보시스템 품질, 사용자 만족, 서비스혁신 성과를 측정하였다. 자료 분석은 SPSS WIN 24.0 프로그램을 이용하여 t-test, ANOVA, correlation Regression 분석을 실시하였다. 연구결과는 서비스혁신 성과와 독립변수 간 상관계수는 시스템 품질(r=.644, p<.001), 정보품질(r=.650, p<.001), 서비스품질(r=.629), 사용자 만족(r=.831, p<.001) 으로 유의하였다. 병원정보시스템 품질과 서비스혁신성과에서 사용자 만족이 조절변수로 설명력은 78.4%로, 사용자 만족이 높을수록(B=.557, p<.001) 서비스혁신 성과가 높아지는 것으로 나타났다. 병원정보시스템의 구축에 있어 시스템 품질과 사용자 위주의 지원 및 서비스의 중요성을 바탕으로 실무적인 함의를 제시하였다.

• 한국병원경영학회지
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• 제13권1호
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• pp.103-133
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• 2008

The purpose of this article is to find out consumers' behavior styles in using of medical services and their perceptions of medical services. To that end, methodologies used include SERVQUAL and a part of HBM model. SERVQUAL is consumer's content dimensions about some service and HBM is a Model of health beliefs. In particular, the purpose is to find out how their perceptions about two dimensions of HBM(perceived benefits, perceived barriers) influence their satisfaction and medical service usage. As a result, it reveals that 4 dimensions of SERVQUAL influence significantly to the perceived benefits in medical service. Our finding might have strategic implications needed for hospitals by consumers of medical services.

• 치위생과학회지
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• 제15권2호
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• pp.106-112
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• 2015

본 연구는 2013년 6월 10일부터 8월 15일까지 경남 일부지역 치과의원에 내원한 재진환자 236명을 대상으로 설문조사하였다. 의료서비스 질 만족도와 재이용 의사에 미치는 영향 요인을 조사하여 치과 의료서비스 공급자에게 병원서비스 정책에 필요한 전략적인 시사점을 제시하고, 치과 의료서비스 소비자에게 보다 나은 치과 의료서비스를 제공하여 재이용 의사에 긍정적인 영향을 나타내고자 한다. 치과를 내원하게 되는 동기는 친구나 가족의 소개로 방문했다가 가장 높게 나타났고, 거리의 접근성, 눈에 잘 띄어서, 치과 병 의원의 인지도 순으로 나타났다. 서비스 시스템, 친절도, 의료서비스 만족도, re-call 시스템 효율성, 재이용 시 불편해소는 임플란트 치료과정에서 점수가 가장 높게 나타났고, 향후 재이용 의사는 보철 치료과정에서 가장 높게 나타났다. 주요 변인들간의 상관관계는 서비스 시스템은 재이용 시 불편해소(r=0.440, p<0.001)와 친절도는 의료서비스 만족도(r=0.675, p<0.001), 의료서비스 만족도는 향후 재이용 의사(r=0.387, p<0.001), re-call 시스템 효율성은 향후 재이용 의사(r=0.346, p<0.001)와 가장 높은 정적 상관을 가지고 있었다. 의료서비스 질 만족도에 미치는 영향은 친 절도(p<0.001)와 re-call 시스템 효율성(p<0.05)에서 유의한 수준으로 나타났다. 재이용 의사에 미치는 영향은 재이용 시 불편해소(p<0.05), 서비스 시스템(p<0.05), 친절도(p<0.01), re-call 시스템 효율성(p<0.01)에서 유의한 수준으로 나타났다. 이상의 결과를 종합해볼 때 내원환자들의 재이용 의사는 환자들의 인적 네트워크가 주요한 요인으로 작용하는 것으로 나타났고, 의료서비스 질 만족도와 향후 재이용 의사에 미치는 영향 요인은 친절도와 re-call 시스템 효율성에 대한 만족도가 높을수록 의료서비스 질 만족도와 향후 재이용 의사가 높게 나타나는 것으로 확인되었다. 이에 의료서비스 질 만족도 고취와 더불어 재이용 의사를 향상시킬 수 있는 방안을 모색하고 끊임없는 관심과 연구가 이루어져야 할 것으로 생각된다.

• 임상간호연구
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• 제23권3호
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• pp.321-331
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• 2017

Purpose: The purpose of this study was to investigate the effect of customer experience management on nursing service satisfaction of cancer patients and their intent to revisit the hospital and also to identify empathy ability of oncology nurses. Methods: Participants were 376 cancer patients and 190 oncology nurses from a tertiary hospital in Korea. Cancer patients' satisfaction with nursing care and intent to continue using the hospital were measured and empathy of oncology nurses was measured using Empathy Construct Rating Scale. Data were analyzed using descriptive statistics, ${\chi}^2$ test, t-test, one-way ANOVA and stepwise multiple regression analysis. Results: Patient satisfaction with nursing care and intent to continue using the hospital were higher in patients who received the customer experience management program than those who did not. Oncology nurses' ability to empathize was high. Clinical career, participate in customer experience management and education level together explained 20% of variance in empathy ability of oncology nurses. Conclusion: Findings from this study confirm that customer experience management affects patient satisfaction with nursing service and intent to continue using the hospital. Further research is necessary to reaffirm the empathy ability of the oncology nurses and to identify the related various factors.

• 한국응급구조학회지
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• 제22권2호
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• pp.79-91
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• 2018

Purpose: To assess the satisfaction of continuing education and need assessment according to job characteristics in emergency medical technicians (EMTs). Methods: A self-reported questionnaire was completed by 222 EMTs from May 28 to July 6, 2018. It consisted of questions on the method and need of continuing education, and satisfaction regarding education time, assessed using a 5-point Likert scale. Descriptive statistics, a chi-square test, and ANOVA were used to analyze the data. Results: The responses to questions on the method of continuing education (${\rho}=.000$), satisfaction of regarding the duration of continuing education (${\rho}=.029$), method (${\rho}$< .001), and topic (${\rho}=.000$) varied according to the differences in job characteristics of EMTs. Assessment and management of patients with multiple trauma ($4.17{\pm}.735$) emerged as the most important while license examination protocol for EMTs ($3.33{\pm}.968$) was rated the least important among topics for continuing education. Separation of continuing education (${\rho}$< .001), education method (${\rho}$< .001), education topic (${\rho}$< .001), and necessity of quality management of continuing education (${\rho}$< .001) differed according to the job characteristics of EMTs. Conclusion: It is important to provide a suitable program catering to the diverse requirements of EMTs. The education programs must be tailored to the needs of level 1 and level 2 EMTs separately. To improve the quality of education, it is necessary to evaluate the continuing effects.