Earticle

초록

영어

Due to an assortment of variables of customer satisfaction, there are limitations in predicting detailed factors of measurements through a methodological study. As a factor of satisfaction for a medical institute, measurements reflect the process, result and structure of the treatment. Measurements can also be presented as a multi-phase idea, which include cost of the treatment, easiness of the treatment, aspect of technical and moral treatment, and result of the treatment. K hospital as a 3rd medical institute located in Pusan was evaluated as the subject of its out and in-patient care. Patients, who obtained treatment from the hospital from the period starting from July 18, 2000 to July 24, 2001, were designated as the sample pool. A total of 402 people, 201 patients and guardians, were randomly selected and questioned for the study. The patient pool was surveyed on the general character, convenience, staff kindness, and level of facility conveniences. The statistical analysis of the collected information produced the following result by using SPSS 7.5+ statistical program and statistical technology such as frequency analysis, relationship analysis, and dispersion analysis. In general, satisfaction questionnaire items, averaged 75.7point, 102 persons(51%) among 201 persons replied in terms of general satisfaction. As the reasons for using the hospital were as follows; recommendation from others(51.0%), reputation as a cancer specialty hospital(21.0%) and excellent facilities and technology (16.1%). In the questionnaire related to the kindness of staff, it showed that the staff at the window was relatively unkind. TV as incidental facility had the most dissatisfaction(69.0%), and the customers were not satisfied with parking facility(45.6%) and store in the hospital (32.5%). In general, the satisfaction questionnaire items on the medical services, 39.9% of 67.935 points displayed satisfaction. In and out patient, both had high satisfaction toward the medical services, and recommendation from another person greatly weighted as a major information resource of choosing a hospital. By responding effectively with the recognition of strong and weak points of the patients as customers of hospital in this study, continuous studies must be implemented by the devoted hospital management for improvements, and provide better medical services for customers.

목차

I. 서론
 II. 고객만족에 대한 이론적 배경
  1. 고객만족의 의의 및 이론
  2. 서비스에 대한 고객만족
 III. 고객만족도에 대한 실증적 연구
  1. 외래환자에 대한 만족도 연구
  2. 입원환자에 대한 만족도 연구
 IV. 결론
 참고문헌
 Abstract

저자

• 서판수 [ Pan Soo Seo | 고신대학교 의료경영학과 외래강사 ]
• 김용대 [ Yong Dae Kim | 동아대학교 경영학부 교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  기업경영연구 [Korean Corporation Management Review]

• 간기

  격월간

• pISSN

  1229-957X

• 수록기간

  1994~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658