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정남옥 ( Jeong Nam-Ok ) - 전북대학교
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Abstract
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Purpose : The purpose of this study was to identify the effects images about medical organizations and the quality of service on customer satisfaction of obs and gyn patients.
Methods : The subjects of this study were selected conveniently 220 women among obstetrics and gynecology outpatients( who visited H- doctor’s office of the first medical organ, P- hospital of the second medical organization, Chospital of the third medical organization). The data were collected from August, 20th 2004 using structured questionaires
which included modified form of SERVPERF and customer’s satisfaction scale by oliver & swan(1989), and modified form of image scale by kang(1997).
Results : Image of hospital(45.3%), visiting frequencies(9.3%), service provider (3.9%) and convenient use(1.2%) of the quality of medical service were significant predictors to explain customer’s satisfaction.
Conclusion : To increase customer’s satisfaction of obs and gyn patients, it is required to developed
strategies that improve image of hospital and the quality of service to service provider and convenient use of hospital
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KeyWords
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산부인과 환자, 이미지, 서비스 질, 고객만족
image, quality of medical service, customer satisfaction
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원문 및 링크아웃 정보
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등재저널 정보
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