지방 종합병원의 내·외부고객간 병원선택요인 중요도-성과도 비교
Comparative IPA of Hospital Choice Factors between Internal and External Customers of Regional General Hospital
0
조회
0
다운로드
8
인용
0
참고문헌
키워드
초록
The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.
Abstract
The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.
참고문헌 (18)
- 홍용석, "병원치료시 환자의 기대수준과 병원선택 요인 - 대학병원과 중소병원의 비교를 중심으로 -", 보건의료산업학회지, 5(4), pp.15~26 (2011), 보건의료산업학회
- 2009년 건강보험환자진료비실태조사, "최영순", 국민건강보험공단, 건강보험정책연구원, 51~90 (2010)
- 박영희, "타 지역 환자의 서울지역 종합병원 입원이용에 관한 연구", 보건의료산업학회지, 5(3), pp.63~76 (2011), 보건의료산업학회
- 이상주, "대구ㆍ경북 거주환자의 서울지역 의료이용 변화추이", 보건행정학회지, 20(4), pp.19~44 (2010), 한국보건행정학회
- 홍성옥, "지방거주환자의 서울지역 의료기관 이용에 영향을 미치는 요인", 보건교육건강증진학회지, 26(4), pp.119~129 (2009), 한국보건교육건강증진학회
- 윤경일, "주요 상병 별 환자의 의료기관 선택성향 분석", 병원경영학회지, 12(4), pp.1~21 (2007), 한국병원경영학회
- George W.R., "Internal Marketing for retailers, The Junior Executive Employee", Development in Marketing Science Academy of Marketing Science, 7, pp.322~325 (1984)
- A. Parasuraman, "SERVQUAL: A multiple item scale for measuring consumer perception service quality", Journal of retailing, 64(1), pp.12~40 (1988)
- Anna Dixon, "Patient Choice: How patient choose and how providers respond", The King's Fund, 181~188 (2010)
- 이경아, "병원 선택요인과 만족도 제고", 석사, 병원경영학, pp.2006
- 구영애, "종합병원 의료서비스 품질에 대한 평가와 개선방안에 관한 연구 : K대학병원 외래·입원고객을 중심으로", 고객만족경영연구, 13(3), pp.101~128 (2011), 한국고객만족경영학회
- 김혁수, "응급서비스개선 우선순위결정 연구:H대학병원을 대상으로 한 Johari window와 IPA의 적용", 의료경영학연구, 5(2), pp.65~76 (2011), 경영연구원
- J.L. Crompton, "An Investigation of the Relative Efficacy of Four Alternative Approaches to Importance-Performance Analysis", Journal of the Academy of Marketing Science, 13(4), pp.69~80 (1985)
- J.A. Martilla, "Importance-Performance Analysis", Journal of Marketing, 14(1), pp.77~79 (1977)
- Kotler P, "Marketing for Nonprofit Organizations", pp.33~39 (1975), Prentice Hall
- Sung KT, "Patient Evaluation of Family Planning Services: The Case of Inner-City Clinic", Studies in Family Planning, 8(5), pp.130~137 (1977)
- 이윤경, "3차 종합병원 외래환자의 병원 선택요인에 관한 연구 : 일부 대학병원과 기업병원을 중심으로", 석사, 보건학, pp.2003
- Berkowitz E., "The Market for Health care Service: Is There a Non-Traditional Consumer?", Journal of Health Care Marketing, 1(Winter), pp.25~34 (1981)