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고객가치가 관계품질 및 고객충성도에 미치는 영향: 치과병·의원을 중심으로
이수욱,차은광 한국유통과학회 2014 유통과학연구 Vol.12 No.2
Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers’ desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers’ recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, “very low” was set at 1 point and “very high” at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.
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입원 노인환자를 대상으로 안심병동과 일반병동의 간호서비스 만족도 비교
왕미숙(Wang, Mee-Suk),이인덕(Lee, In Deok),강말순(Kang, M.S.),차은광(Cha, Eunk-Wang),최대호(Choi, Dae Ho),정현철(Jeong, Hyeon-Cheol) 한국산학기술학회 2014 한국산학기술학회논문지 Vol.15 No.5
본 연구는 적절한 간호서비스 개선을 위한 기초자료를 제공하기 위해 실시하였는데.S시에 소재한 병원의 안심병동 (보호자 없는)과 일반병동에 입원한 65세 이상 135명의 노인환자들에게 2013년 12월 5일부터 31일까지 간호서비스 만족도를 조사하였다.연구결과,적정 간호인력을 배치하여 간호사가 간호서비스를 직접 제공한 안심병동(4.41점)은 일반병동(4.07점) 보다 간호서비스 만족도가 높았다(t=3.45,p=.001).안심병동과 일반병동 간 하부 영역별 차이를 살펴보면,전문기술 영역 (t=2.96,p=.004),교육 영역(t=3.30,p=.001),신뢰성 영역(t=3.79,p<.001)모두에서 안심병동이 유의하게 높게 나타났다.안심 병동의 간호서비스 만족도 하부영역 중에서는 신뢰성 영역이 가장 높았고,전문기술 영역,교육 영역 순이었다.이를 근거로 간호서비스의 만족도를 높이기 위해서는 적정 간호인력을 확보하는 것이 필요하다. This study is to provide basic data for the improvement of nursing services. A survey was done of 135 patients over the age of 65 in a general ward and an attended ward of a hospital in Seoul from December 5 to December 31, 2014 in order to assess their satisfaction with the nursing services. It was found that appropriately staffed nursing services as in attended wards showed greater patients’ satisfaction than ordinarily staffed nursing services in general wards(t=3.45, p=.001). Significantly higher satisfaction levels were shown with the nursing services of the attended wards in the subcategories: professional technic(t=2.96, p=.004), training(t=.30, p=.001), and confidence(t=3.79, p<.001). Among the subcategories, confidence was the highest satisfaction factor followed by professional technic and education. The results suggest the need of securing an appropriate number of nursing staff in a ward to enhance patients’ satisfaction.
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전경덕(Jeon, Kyeong Deok),박선정(Park, Sun-Jung),차은광(Cha, Eunk-Wang),최대호(Choi, Dae Ho) 한국산학기술학회 2014 한국산학기술학회논문지 Vol.15 No.4
본 연구는 S특별시와 K도에 소재한 3개의 치과의원에서 교정치료를 받고 있는 환자 181명을 대상으로 스트레스에 따른 수면의 질의 관련요인 파악하고자 수행된 조사연구이다.자료로는 일반적 특성을 포함한 스트레스와 주간 졸음의 양, 수면의 질을 측정할 수 있는 구조적 도구를 사용하여 SPSSWIN 18.0program을 이용하여 분석하였다.본 연구의 결과, 대상자가 인식하는 스트레스의 정도는 평균 40.51±20.43점,주간 졸음의 양은 11.06±5.42점,수면의 질은 13.24±9.72점으로 측정되었으며,교정 치료 환자의 스트레스와 주간 졸음의 양.수면의 질 모두에서 통계적으로 유의한 상관관계가 있음을 확인 하였다. The purpose of this study was to investigate the factors related to the stress of orthodontic patients and their quality of life. The subjects in this study were 181 patients who respectively received orthodontic treatment at three different dental clinics located in the metropolitan city of S and K province. The collected data were analyzed by using a structural inventory designed to investigate the general characteristics, stress, the weekly amount of drowsiness and the quality of sleep, and the statistical package SPSS WIN 18.0 was employed. As a result, they got a mean of 40.51±20.43 in the level of self-perceived stress, 11.06±5.42 in the weekly amount of drowsiness and 13.24±9.72 in the quality of life. And it's ascertained that there was a statistically significant correlation among all the stress of the orthodontic patients, their weekly amount of drowsiness and the quality of life.
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