농어촌 지역 일개 치과병원의 의료서비스 품질이 고객만족도에 미치는 영향

Abstract

Currently, Korea has a high expectation for medical services, and more people are recognizing the rights of a medical service consumer. In other words, the era where patients have voluntarily visited hospitals without much effort has come to an end and thus it is the time for hospital to search for consumers and develop medical service marketing strategies that can capture the patients' hearts. In particular, dental medical institutions centered on non-paying medical care try to maintain patient loyalty by providing appropriate services that not only help oral health but also prevent oral diseases. There is a great need to develop a new type of customer relationship management strategy and methodology based on the patient's medical information as a place to increase the social value of the community and the public. Therefore, this paper evaluates and analyzes the level of satisfaction with aspects such as 'professionalism, kindness, convenience, and comfort' of dental hospitals, The purpose of this study was to provide basic data for the development of strategic countermeasures that could help enhance customer satisfaction. December 1, 2016 To December 28, 2016, 640 k-dental clinic patients and their caregivers were selected as samples. A total of 640 questionnaires were distributed and 600 parts F was collected, involving 19 programs. The study used the Quadrant Analysis Map for comparison with other hospitals. The satisfaction index was calculated using the Portfolio analysis method. As a result of this study, empirical effects of the non-Continuous efforts to improve services for hospital users and promote strategic hospital marketing were collected. It is assumed that it is necessary to race, and by introducing an enterprise-wide medical customer satisfaction system, we must try to make a wide range of customer-oriented changes in all sectors.