일 종합병원 상급병실 입원환자의 병원서비스 만족도와 재이용의도와의 관계

The relationship between hospital service satisfaction and revisiting intention of admission patient in hospital.

본 연구는 상급병실 입원환자가 지각하는 병원서비스 만족도와 재이용의도와의 상관관계를 파악하기 위한 조사연구로 연구대상은 상급병실 입원환자 78명이다. 수집된 자료는 SPSS 18.0 program을 이용하여 분석하였다. 본 연구 대상자의 병원 서비스에 대한 만족도는 5점 만점에 4.69점이었으며, 하부영역에서는 간호사요인이 가장 높았으며, 그 다음은 검사요인, 관리요인, 외형적요인, 사무요인, 의사요인 순으로 나타났다. 재이용의도는 5점 만점에 2.43점이었다. 병원서비스 만족도가 높을수록 재이용의도가 높은 것으로 조사되었다. 따라서 병원에서는 입원환자들이 다시 병원을 찾을 수 있도록 병원 서비스의 각 영역에 따른 구성원들 모두가 노력을 하며, 특히 병원서비스 만족도 하부 영역 중 점수가 낮은 요인에 대해 더욱 중점을 두어 개선 체계가 마련되어야 할 필요가 있다.

Purpose : The purpose of this study was done to explore the relationship in hospital service satisfaction and revisiting intention of patients. admission patient's. And to provide basic data for developing programs to improve quality of hospital management. Methods: This article used the same tools/methods which was used in the study of Lee Keunyeon(2005) to measure the hospital service satisfaction. To measure the loyalty, the article used the tool developed by Park Minhyang(2010) which is made of three questionaries and each has a Likert scale which is from 'strongly disagree' 1point to 'strongly agree' 5points. The collected data is analysed by SPSS 18.0 program using frequency and percentage, t-test, ANOVA and Pearson's correlation coefficients. Result & Conclusion : The mean score for hospital service satisfaction 4.69, and for revisiting intention 4.05. Hospital service satisfactionhad a positive relationship with revisiting intention(r=.54). This article made a conclusion that nursing services have a high influence on the hospital service satisfaction perceived by the admission patients in hospial. Thus, since analysing hospital service satisfaction contributes to the improvement of hospital competitiveness, and for especially nursing service having a huge effect on the patient's satisfaction, we have to consider the internal and external strategy of structural improvement and understand the patient’s needs.