김해지역 의료기관의 고객만족 결정요인에 관한 연구

A Study on the Determinants of Customer Satisfacton of Hospital in Gimhae Area

This study examines on determinants of customer satisfaction with general clinic, hospital and general hospital to serve medical services and whether there are some differences according to the institutions. We extended target of the research to hospital and applied SERVQUAL to the medical services a kind of the services. This study measured medical services as variable of 6 dimension adding dimension called expense in 5 measure of SERVQUA. The conclusions of this study are as follows: First although the total number of medical service institutions in Gimhae are not insufficient in proportion to population, its medical service quality is not sufficient. Because Gimhae city has not even a university hospital. Second we used factor analysis in three groups, clinic, hospital and general hospital. Three common factors was found in hospitasl and general hospital groups but five common factors was found in clinic group. Third we used regression analysis. In general hospital group, trust, response, assurance, sympathy, facilities, and cost is positive and statistically significant. The coefficient of trust, response, assurance and sympathy is the most big one. In group hospital, the coefficient of trust, response, assurance and sympathy is the most big one too. In group clinic, facilities, response and assurance, trust are posibive and statically significant. Finally regression of customer satisfaction on revisit or word of mouth was conducted. In group hospital the coefficient of revisit is bigger than that of word of mouth. In group hospital and clinic, the coefficient of word of mouth is bigger than that of revisit.