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KMID : 0926620080130030044
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Korean Journal of Hospital Management
2008 Volume.13 No. 3 p.44 ~ p.68
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The Impact of Health Service Quality Factors on Patient`s Satisfaction According to Duration of Hospitalization
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Lee Hoon-Young
Jung Kee-Taig
Shine Eun-Kyu
Han Youn-Jun
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Abstract
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The purpose of this study is to identify which factors of medical service quality were considered important by patients based on survey on eight hospitals located in Seoul. We analyzed the difference in impact of health service quality factors between the two groups with short and long inpatient days. In addition, we analyzed which service factors affected the customer satisfaction more differently across the inpatient groups. We found that patient satisfaction was not different between the two groups with short and long inpatient days. But the two groups showed different priority orders of medical service factors that affect patient satisfaction. In the group with long inpatient days, the order of medical service factors are cleanness, speciality, process. In the group with short stay, important factors are speciality, cleanness and convenience of facilities. These findings imply that hospitals should set up different marketing strategies across the different inpatients groups.
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KEYWORD
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Customer satisfaction, Inpatient group, Medical service quality, Quality factor, Duration of hospitalization
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