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KMID : 0904520080240010067
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Health and Medical Sociology
2008 Volume.24 No. 1 p.67 ~ p.102
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The Effect of the 119 EMT’s Job Satisfaction Impact on Emergency Patients Using Ambulance
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Yoou Soon-Kyu
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Abstract
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Objective : The purpose of this study is improve the efficiency of prehospital emergency medical service, and furthermore to provide a base for establishing emergency medical service strategies by understanding the effect of the 119 EMT’s job satisfaction impact on emergency patients using ambulance through analzing the causality among the internal customer satisfaction, the external customer satisfaction, and the customer loyalty of prehospital emergency medical service.
Methods : This study proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. Finally a structural model has been developed, consisting of the following factors : internal and external customer satisfactions, service quality, and customer loyalty. The study included 337 sets of data, with 119 EMT & 119 patients using ambulance The data were analyzed by SPSS 11.0 & AMOS 5.0.
Results : The satisfaction of 119 emergency medical technicians as internal customers was in a positive relation with the quality of pre-hospital emergency medical service, and the satisfaction of external customers using ambulance service was higher when the quality of emergency medical service executed by emergency medical technicians was high. It was proven that when external customers using ambulance are highly satisfied with the service, indirectly, their loyalty is also high. The influencing factor for emergency medical technicians’ job satisfaction was administration systems, work environment, human relations, personnel salary. These factors did not show the differences according as emergency care affairs, emergency medical technician certification.
Conclusion : This study proved that the quality of pre-hospital emergency medical service can be enhanced by increasing the satisfaction of 119 emergency medical technicians as the internal customers and this consequently heightens the satisfaction of external customers, namely, patients using 119 ambulance service as well as their loyalty for the 119 emergency care team.
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KEYWORD
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119 EMT’s Job Satisfaction, Prehospital Emergency Medical Service, Satisfaction of Patients Using Ambulance Service
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