Journal of the Korean Society of Food Science and Nutrition (한국식품영양과학회지)

The Korean Society of Food Science and Nutrition (한국식품영양과학회)
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Clustering according to Inpatients' Opinion on Hospital Foodservice and Analyzing Inpatient Response to Foodservice Qualify and Revisit Intention by the Cluster: In Case of S Hospital

입원환자의 급식서비스 인식에 따른 고객 군집화 및 군집별 급식서비스 질 평가, 재이용 의도 분석: S병원을 대상으로

  • Published : 2006.12.29
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Abstract

The purpose of this study was to analyze the relationship among inpatients' perceptions of foodservice quality, satisfaction and revisit intention. Questionnaires were hand-delivered to 350 inpatients and a total of 230 questionnaires were usable (response rate 65.7%), Statistical data analysis was completed using the SPSS Win 11.0 for descriptive analysis, independent t-test, $x^2$ test and k-means cluster analysis. The results of this study can be summarized as follows: The average score of overall importance of meal service in medical service was 4.25 out of 5.0, yet the score of overall quality of meal service and value had lower than importance score. A helpfulness to medical treatment (3.48), bringing customer happiness (3.18), overall satisfaction for foodservice (3.66), satisfaction based on expectation before discharge (3.53) and offering foodservice apt to hospital reputation (3.40) were measured as expressions of satisfaction. As a result of clustering analysis, two clusters were classified and named as affirmative opinion group and negative one. Expectation for four factors of foodservice quality between two groups had no significance. But affirmative opinion group had significantly higher score than negative one in perception and satisfaction. Affirmative customers' intention to revisit in the near future was evaluated as high in both considering general medical service (4.04) and reflecting meal service level (3.84).

본 연구에서는 병원급식에 대한 입원환자들의 견해를 조사하고 그 자료를 근거로 군집화를 실시한 후 급식서비스의 질, 만족도, 재방문 의사에 대한 집단별 차이 분석을 실시함으로써 병원 급식서비스에 대한 환자의 인식과 만족도 재방문 의사의 관련성을 분석하였다. 병원급식에 대한 고객의 견해를 조사한 결과, 전체 의료서비스 중 급식서비스의 중요성은 4.25점, 제공받은 급식서비스의 전반적인 질 3.57점, 지불한 식대에 대한 급식서비스의 질 3.08점이었다. 급식 서비스의 만족도를 표현하는 항목으로는 급식서비스가 질병 치료에 도움이 되는 정도, 식사가 고객에게 행복을 주는 정도, 전반적인 급식서비스 만족도가 각각 3.48점, 3.18점, 3.66점이었으며, 입원 전 기대에 대한 만족도는 3.53점, 병원 명성에 맞는 급식서비스 제공은 3.40점으로 조사되었다. 만약 향후 다시 병원에 입원할 기회가 생긴다면 S병원을 다시 찾겠다는 재이용 의사에 대한 질문에 대해서는 전반적인 치료서비스를 고려할 때와 급식서비스 수준을 고려할 때로 분리해서 분석 한 결과, 각각 4.04점, 3.84점으로 재입원 의사는 높은 것으로 나타났다. 급식서비스의 중요성, 질, 가치, 만족에 대한 고객의 견해 8문항을 독립변수로 하여 군집분석을 실시한 결과, 2개의 군집으로 분류되었고 각 군집의 의미에 따라 군집 1을 '긍정적 평가군', 군집 2를 '부정적 평가관'이라고 명명하였다. 군집별 급식서비스 요인에 대한 기대, 인식 및 만족도 차이를 분석한 결과, 두 군집간 기대도에는 유의적 차이가 없었으나, 인식도에서는 식사의 질(p<0.001), 고객 응대(p<0.001), 정확한 서비스(p<0.001), 배선원의 태도(p<0.01)의 4개요인 모두에서 긍정적 평가군이 부정적 평가군에 비해 유의적으로 수행수준을 높게 인식하고 있었다. 만족도의 경우 긍정적 평가군에서는 만족을, 부정적 평가군에서는 배선원의 태도를 제외한 3가지 요인에서 불만족을 보였으며 4개요인 모두에서 두 군간 유의적인 차이를 보였다. 의료서비스를 고려하거나 혹은 급식서비스를 고려하거나 간에 모두 긍정적 평가군이 부정적 평가군에 비해 유의적(p<0.001)으로 선택가능성이 높게 나타났다.

Keywords

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