Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
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The Cause-and-Effect Relationship between Perceptual Satisfaction and Expectation Factors for Special Hospitals by Busan and Gyungnam Medical Consumers

부산·경남지역 의료소비자들의 전문병원에 대한 지각 만족도와 기대요소 간의 인과관계

  • Park, Ki-Hyeok (Department of Health Care Management, Catholic University of Pusan) ;
  • Shin, Jin-Ho (Graduate School of Catholic University of Pusan)
  • 박기혁 (부산가톨릭대학교 병원경영학과) ;
  • 신진호 (부산가톨릭대학교 대학원)
  • Received : 2021.05.25
  • Accepted : 2021.07.20
  • Published : 2021.07.28
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Abstract

This study was performed to examine the strategy method for the sustainable stability and effectiveness of small and medium hospital, where the relationship between perceptual satisfaction and expectation factors for special hospital was analyzed. The structural questionnaire was given to the residents of Busan and Gyungnam over the age of 20 and the square contingency and the logistical regression were employed for the analysis of the results. First, the respondent with 68.0% has realized the hospital claiming to be characterization as the special hospital and the Ministry of Health and Welfare designated hospital was identified to the respondent of 21.3%. Second, perceptual satisfaction with expectation level was satisfied to the most visitor in case of visiting special hospitals with subjective perception and was confirmed to the intention of revisiting consistently. Third, for the perceptual satisfaction of visiting with expectation level, the safety and the quality of treatment affected significantly the cause-and-effect. The result has provided the useful information with the establishment of a strategy for the long-term and continued effect through the perceptual satisfaction and the emotional attachment.

본 연구는 중소병원들이 지속적으로 안정성과 효과성을 유지할 수 있는 전략방안의 검토를 위하여 전문병원에 대한 기대수준 대비 이용 후 지각 만족도와 기대요소 간의 관계를 살펴보았다. 연구방법은 20세 이상의 부산 및 경남 거주자를 대상으로 구조화된 설문지를 이용하여, 카이제곱 검정, 로지스틱 회귀분석을 실시하였다. 연구결과, 첫째, 응답자의 68.0%가 특성화를 표방하는 병원을 전문병원으로 인식하였고, 보건복지부 지정병원이라 인식한 응답자는 21.3%로 확인되었다. 둘째, 주관적으로 인식하는 전문병원 이용 경험이 있는 경우에는 대부분의 이용자들이 기대수준 대비 지각하는 만족도가 충족되었으며, 이용했던 병원을 계속 이용 할 의사가 있는 것으로 확인되었다. 셋째, 기대수준 대비 이용 후 지각 만족도에는 치료에 대한 안전성과 치료의 질적 수준이 유의하게 영향을 미치는 인과관계가 있음을 확인하였다. 이 결과는 의료소비자들의 지각 만족도 향상과 감정적 애착 관리를 통한 장기적이고 지속적인 효과를 위한 전략 수립에 유용한 정보로 활용될 수 있을 것으로 사료된다.

Keywords

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