병원설립 주체별 입원환자의 서비스 만족도 차이에 관한 연구 = A study on the Difference of In-Patients` Service Satisfaction among Three Kinds of Hospital: The Public, Private and Religious

다국어 초록 (Multilingual Abstract)

The purpose of this study is to provide better service to patients and useful managerial information to hospital managers through analyzing the gap of in-patients' service satisfaction among the public, private and religious hospitals.
The results show service satisfaction of patients would be generally higher in the public hospital than in private and religious. As the results of the analysis for the differences satisfaction about whole system, administrant employees, doctors, nurses, and environmental facilities, p-value is less than 0.05. Consequently we conclude the differences of satisfaction among the three different kinds of hospital exist.
For the more definite differences, we perform the post-tests. In satisfaction about whole system, patients of private hospital show the highest satisfaction. The Public is second and the religious is third. So we suggest satisfaction about religious hospital be lower than public and private. In satisfaction about administrant employees, nurses and environmental facilities, religious hospital show lower satisfaction than others.
In radar chart analysis, compared with averages of absolute 5 scales, satisfaction levels of the private and public hospitals show higher and religious be evaluate lower. To find the relative differences of service satisfaction among the three kinds of hospital, we define the standard value as 1.0 from each variabless' average. For the private and public hospitals, every factors are even or more than the standard value 1.0. But the religious hospitals are below 1.0.

목차 (Table of Contents)

• 목차
• Ⅰ. 서론
• Ⅱ. 병원 서비스 만족도에 관한 이론적 고찰
• 1. 병원 서비스 전달체계
• 2. 병원 서비스 만족도의 효과
• 3. 병원 서비스가 입원 환자 만족도에 미치는 영향
• Ⅲ. 서비스 만족도 차이에 대한 실증 분석
• 1. 조사 설계
• 2. 실증분석 결과
• Ⅳ. 결론 : 서비스 만족도 제고방안
• 1. 국공립병원의 서비스 만족도 제고 방안
• 2. 종교재단병원의 서비스 만족도 제고 방안
• 3. 민간의료법인의 서비스 만족도 제고 방안
• 참고문헌
• Abstract