대전지역 대학병원의 서비스 품질이 전반적인 병원 서비스 만족에 미치는 영향
The Effect of Service Qualities with University Hospitals in Daejeon on their Overall Service Satisfaction
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The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.
Abstract
The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.
참고문헌 (20)
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