Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
권호 표지

Factors Influencing on Hospital Choice of the General Hospital among Mongolian Customers with Loyalty

몽골 종합병원 충성고객의 병원선택에 영향을 미치는 요인

  • Lee, Hyun Sook (Dept. of Health Administration, Kongju National University)
  • 이현숙 (국립공주대학교 보건행정학과)
  • Received : 2021.05.17
  • Accepted : 2021.06.16
  • Published : 2021.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Background:The purpose of this study was to identify factors influencing on hospital choice of the general hospital among customers with loyalty in Mongolia. Methods:This study was divided into 5 types of hospital choice factor such as physical, human, efficiency, accessibility, and hospital image. Data were assessed using 229 patients who visit at a general hospital in Mongolia. The collected data from June 20 to July 20 in 2020 were conducted the self-administered questionnaires and analyzed frequency, t-test, ANOVA, and logistic regression by using SPSS 25.0. Results:The level of education was significant in the mean difference of customer types by demographic characteristics. Expecially, factors affecting hospital choice of loyalty customers were human and hospital image. Conclusion:This study suggests that it is necessary to understand present and potential consumer's needs, wants, and demands. Also, it is important to concern about aspect of marketing strategy of the general hospital in Mongolia.

Keywords

References

  1. OECD. Recommendation to OECD Ministers of Health from the High Level Reflection Group on the Future of Health Statistics;2017.
  2. Cho BH, Kim HS, Kim JE, Song MH, Shin JY, Kim SU. A Study on the Development of Survey Questionnaires for Patient Satisfaction with Medical Service. National Health Insurance Service, Seoul National University, Graduate school of Public Health;2012.
  3. Shin JW, Cho BH, Choi BR, Kim HN, Moon SJ, Jin JH, Kim HI. 2020 Medical service experience survey. Ministry of Health and Welfare, Korea Institute for Health and Social Affairs;2020.
  4. Health Insurance Review & Assessment Service (2020), 2019(2cha) Patient experience Index result. http://www.hira.or.kr/re/diag/asmWrptPopup.do?evlCd=30&pgmid=HIRAA030004000000
  5. Health Development Center in Mongolia, Health Indicators 2019, p.77.
  6. Park MH. Analysis of the Effects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju: Chungbuk National University;2010
  7. Drosness DL, Lubin JW. Planning can be based on patient travel. Mod Hosp 1966;106(4):92-94.
  8. Wind Y, Spitz LK. Analytical approach to marketing decisions in health-care organizations. Oper Res 1976;24(5):973-990. https://doi.org/10.1287/opre.24.5.973
  9. Kotler P. Marketing for nonprofit organizations. Englewood Cliffs (NJ):Prentice Hall; 1975.
  10. Sung KT. Patient evaluation of family planning services:the case of inner-city clinics. Stud Fam Planning 1977;8(5):130-137. https://doi.org/10.2307/1966148
  11. Clemmer EC, Schneider B. Managing customer dissatisfaction with waiting: applying social-psychological theory in a service setting. Adv Serv Mark Manag 1993;2(1):213-229.
  12. Lee HJ, Lee JU. The Study on Selection Factors of Ophthalmic Medical Institute and Habits of Information Searching, 2009;3(1):47-58.
  13. Kim YS, The Effect of Organizational Trust on Patient Satisfaction and Intention to Revisit in a Hospital [disertation]. Daegu: Keimyung University; 2011.
  14. Kang MG, A Study on Factors Affecting Mongolian Patients Selection of Korean Medical Institution and Revisit [disertation]. Cheonan: Dankook University;2016
  15. Park MH. Analysis of the Effects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju: Chungbuk National University;2010
  16. Yoon AY. The Effects of Foreign Patient's Choice of Hospitals in Korea on Theit Satisfaction and Revisit Intention [disertation]. Seongnam: Gachon University;2011
  17. Kim HS, Kim YG, Park CW. CRM Customer Relationship Management Principle and Practical Application. Scitech Media. 2009
  18. Kim SY. The Study of Relationship among Decision Factor for Game Viewing, Net Promoter Score(NPS) and Re-attend in Professional Baseball. Journal of Leisure & Wellness 2010;1(1):19-28.
  19. Kim SG, Kim BM, Park HY, Kim YS, Lee DH, Rhee HS, The Relationship between Hospital Satisfaction and Loyalty, Journal of the Korea Academia-Industrial Cooperation Society, 2010; 1(4):1492-1497.
  20. Dick A S, Basu K. Customer Loyalty: Toward an Integrated Conceptual Framework. J of Academy of Marketing Science. 194;2(2):9-13.
  21. Kondasani, R. K. R. & R. K. Panda(2015), " Customer perceived service quality, satisfaction and loyalty in Indian private healthcare", International Journal of Health Care Quality Asurance, 28(5): 452-467. https://doi.org/10.1108/IJHCQA-01-2015-0008
  22. Sadeh, E, Interelationships among quality enablers, service quality, patients' satisfaction and loyalty in hospitals, The TQM Journal, 2017;29(1): 101-117. https://doi.org/10.1108/TQM-02-2015-0032
  23. Lee HS, The Impact of Hospital Selection Factors between Internal and External Customers on Hospital Image, Health Policy and Management, 2013;23(3):281-288. https://doi.org/10.4332/KJHPA.2013.23.3.281
  24. Park KM, The Effects of Hospital Choice Factors on Customer Satisfaction and Revisiting Intention on General Hospitals [disertation]. Gimhae: Inje University;2014.
  25. Yang JH, A Comparative Study on Hospital Choice Factors between First-visit and Revisit Patients in General Hospitals, Journal of Digital Convergence 2017;5(7):231-238.
  26. Min IS, Hahm MI, Kim SJ, Lee YN, Kim BM, Kim DJ, et al. A Study on Improvement in Evaluation and Designation System of Specialty hospital. Health Insurance Review&Assessment Service 2017;GOOOEF6-2017-128.
  27. Kim BM, Hahm MI, Min IS, Kim SJ, Factors Influencing on Selection of Specialty Hospital among Inpatients with Loyalty, Korea Journal of Hospital Management, 2018;23(4):1-14
  28. Health Insurance Review & Assessment Service. The Result of 'Patient Service Experience Evaluation'[Internet]. Wonju: Health Insurance Review & Assessment Service; 2021 [cited 2021 Apr 26]. Available from http://www.hira.or.kr/bbsDummy.do?pgmid=HIRAA020041000100&brdScnBltNo=4&brdBltNo=9640&pageIndex=1
  29. Health Insurance Review & Assessment Service. The Result of 'Patient Service Experience Evaluation' [Internet]. Wonju: Health Insurance Review & Assessment Service; 2021 [cited 2021 Apr 26]. Available from http://www.hira.or.kr/bbsDummy.do?pgmid=HIRAA020041000100&brdScnBltNo=4&brdBltNo=10093&pageIndex=1#none
  30. Hwang HJ, Choi JW. Efective execution requirement of NPS. LG Economic Research Institute. 2007
  31. Park MH. Analysis of the Efects of Hospital Selection Factors on Customer Satisfaction and Customer Loyalty [disertation]. Cheongju:Chungbuk National University;2010
  32. Kang MK, A Study on Factors Affecting Mongolian Patient's Selection of Korean Medical Instotition and Revisit [disertation]. Cheonan: Dankook University;2016
  33. Kim YK, Kim JS. A study on healthcare institution selection of healthcare consumers using theory of consumption values : Focusing on relations among clinics or smal sized hospitals, general hospitals, and large-sized hospitals. The Korean Society for Quality Management 2009; 37(4):71-86
  34. Kim S, Oh C. Factors that afect decisions for selecting hospitals and diferent awarenes. Korean Institute of Healthcare Architecture Journal 2012;18(4):39-51
  35. Schwartz LM, Woloshin S, Birkmeyer JD. How do elderly patients decide where to go for major surgery? Telephone interview survey. BMJ 2005;31(7520):821-828
  36. Lee YE, A Study on the Factors Affecting Foreigners Selection of the Korean Medical Institutes [disertation]. Seoul: Kyung Hee University;2011.