보건의료서비스 질 결정요인에 관한 연구

A Study on Factors Determining Service Quality of Health Care -Based on Comparision Public Sector with Private Sector-

본 연구는 보건의료서비스 질 요인을 Parasuraman의 SERVQUAL 결정요인인 감정이입, 유형성, 대응성, 보증성, 그리고 신뢰성으로 선정하여 공공의료기관과 민감의료기관의 보건의료서비스 고객만족도에 어떠한 영향을 미치는 지를 검증하고자 한다. 분석결과, 고객만족에 영향을 미치는 공공의료기관과 민간의료기관의 서비스 질 요인에 차이가 있는 것으로 분석되었다. 공공의료기관의 경우, 고객만족에 영향을 미치는 의료서비스 질 요인으로는 감정이입, 유형성, 그리고 신뢰성인 것으로 나타났으며, 고객만족에 미치는 영향정도에 있어서는 감정이입, 신뢰성, 그리고 유형성 순으로 파악되었다. 한편 민간의료기관의 경우 고객만족에 영향을 미치는 의료서비스 질 요인으로는 감정이입, 유형성, 대응성, 그리고 신뢰성인 것으로 확인되었다. 고객만족에 대한 영향정도에 있어서는 신뢰성, 감정이입, 대응성, 그리고 유형성 순으로 나타났다. 반면, 보건의료서비스 질 오인 중 보증성은 공공의료기관과 민간의료기관의 고객만족에 영향을 미치지 못한 것으로 분석되었다.

The purpose of this study is to examine the impacts of SERVQUAL of health care on client's satisfaction through comparison public sector with private sector. The study employs regression analysis to investigate the impacts of SERVQUAL of health care on user's satisfaction. According to the results of the analysis, for public sector, mpathy, tangibles, and reliability have positive influences on client's satisfaction. In the case of the private sector, tangibles, responsiveness, reliability, and empathy positively affect client's satisfaction. On the other hand, assurance is not a determinant factor influencing user's satisfaction in both public sector and private sector. In the size of impacts, empathy is the highest in public sector and reliability is the highest in private sector. These things stand for that the most significant factors to increase client's satisfaction visiting public health centers and private medical hospitals are empathy and reliability. This study, based on the results, suggests the ways of improving service quality in terms of enhancing public interest in the health care field. Firstly, the important factors of service quality in public sector are empathy, tangibles, and reliability. In order to increase the service quality for visitor's satisfaction, public sector should focus on changing or innovating the atmosphere toward performing public interest of health care, improving kindness and care system for service, and modernizing equipments and facilities for health care. Secondly, tangibles, responsiveness, reliability, and empathy are the significant factors in private sector. Private sector needs to build a creative care system that can give clients convenience and speed, to employ special consultants who help clients understand their position and express their emotion, and to enhance employees' intention for providing service voluntarily as well as modernizing equipments and facilities for health care.