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KMID : 0904520060190010151
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Health and Medical Sociology
2006 Volume.19 No. 1 p.151 ~ p.178
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Structural Modeling of Hospital Facilities, Medical human power, Patient Satisfaction, and Behavior Intention in Health Care Service
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Chung Dong-Jun
Jung Min-Soo
Byeon Jin-Ok
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Abstract
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PURPOSE: To determine the relationship among hospital facilities, medical human power, patient satisfaction, and behavior intention to revisit in health care service.
METHOD: The data were collected from 270 in-patients (263 usable questionnaires) in general hospitals in Gyeongsangbuk-do and Seoul. The questionnaire was designed so as to assess the service quality that in-patients perceive. The SPSS (ver 12.0) was used for general statistical analysis. Cronbach-alpha analysis and confirmatory factor analysis were used to test internal consistency and convergent validity. We drew out latent variables to construct SEM using explanatory factor analysis and multiple regression. These variables were examined by cluster analysis, multidimensional scaling, and regression tree (R 2.2.1). The Structural Equation Modeling (SEM) was used to determine the relationship among the latent variables. The data were analyzed using LISREL version 8.27.
RESULT: The results of study are as follows. First, medical human power(doctor β=0.30; nurse β=0.34) and hospital facilities(internal condition β=0.31; external condition β=0.05) had significant effects on patients’ satisfaction. Second, patients’ satisfaction influenced future behavior to revisit (β=1.14). These findings support the argument that patients’ satisfaction might be a mediator between service quality and future behavior intention.
CONCLUSION: The study suggests that higher service quality is closely related to higher patient satisfaction. Especially, it was consisted of medical human power (doctor, nurse) and internal hospital facilities.
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KEYWORD
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Service Quality, Patient satisfaction, Purchase intention
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