정신병원 입원 환자가 인지하는 의료서비스 품질이 만족도와 충성도에 미치는 영향 (The effect of mental hospital inpatient's perceived service quality on satisfaction and customer loyalty)

서지정보

· 발행기관 : 한국병원경영학회
· 수록지 정보 : 병원경영학회지 / 17권 / 1호 / 23 ~ 42페이지
· 저자명 : 정진홍, 권호장, 이상규

초록

The purpose of this study is to identify the inpatient service quality at mental hospitals and to examine the effect of service quality on patient’s overall satisfaction and customer loyalty.
Data collection was done through conducting a survey of inpatients in three mental hospitals located in Chungnam, Korea using self administered questionnaire. The questionnaire included the modified version of ‘service satisfaction scale for psychiatric patients’ invented by Chul Kwon Kim and other members, which consists of five dimension of service quality: staff attitude, treatment quality, ward environment, access/cost and ward rule. Total 236 questionnaires were gathered and 219 were used for analysis. The data was analyzed by using version SAS9.2 and path analysis model was applied to test our hypothesis. As a result, the four factors of service (staff attitude, treatment quality, ward environment and ward rule) were extracted, which counted for 62.89% of the common variance. Moreover, Cronbach Alpha showed relatively high internal consistency of answer, all exceeding 0.6.
According to the study, ward environment and treatment quality turned out to have direct influence on the patient’s satisfaction. In addition, staff attitude and overall satisfaction directly influenced the customer loyalty while ward environment and ward rule indirectly had influence using overall satisfaction as a medium.
In conclusion, in order to enhance the satisfaction and customer loyalty in mental hospitals, efforts in improving environmental service quality in particular is highly demanded.

영어초록

The purpose of this study is to identify the inpatient service quality at mental hospitals and to examine the effect of service quality on patient’s overall satisfaction and customer loyalty.
Data collection was done through conducting a survey of inpatients in three mental hospitals located in Chungnam, Korea using self administered questionnaire. The questionnaire included the modified version of ‘service satisfaction scale for psychiatric patients’ invented by Chul Kwon Kim and other members, which consists of five dimension of service quality: staff attitude, treatment quality, ward environment, access/cost and ward rule. Total 236 questionnaires were gathered and 219 were used for analysis. The data was analyzed by using version SAS9.2 and path analysis model was applied to test our hypothesis. As a result, the four factors of service (staff attitude, treatment quality, ward environment and ward rule) were extracted, which counted for 62.89% of the common variance. Moreover, Cronbach Alpha showed relatively high internal consistency of answer, all exceeding 0.6.
According to the study, ward environment and treatment quality turned out to have direct influence on the patient’s satisfaction. In addition, staff attitude and overall satisfaction directly influenced the customer loyalty while ward environment and ward rule indirectly had influence using overall satisfaction as a medium.
In conclusion, in order to enhance the satisfaction and customer loyalty in mental hospitals, efforts in improving environmental service quality in particular is highly demanded.

참고자료

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