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KMID : 1022120150170010101
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Health and Welfare
2015 Volume.17 No. 1 p.101 ~ p.115
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The Effects of Hospital Service Factors on Patient Satisfaction of the Medical Consumer
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Kim Eun-Hye
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Abstract
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This study is to analyze medical service provided to medical consumers by hospitals and understand influence of the service on patient satisfaction. The survey was conducted from April 28, 2015 to May 5, 2015, for two weeks. Among 280 copies of the questionnaires, 256 copies were utilized for the final analysis of the study. The collected questionnaires were conducted t-test and ANOVA by PASW Statistics 18.0 statistic program for comparison analysis.
First, the perception level on medical service and satisfaction level of patient presented that the average score of hospital environment was 3.35, staff kindness 3.54, service 3.52 and patient satisfaction 3.32. Second, as a result of analysis on hospital environment by general characteristics, age, career and economic level had significant difference in statistics while age, academic ability, occupation were significant in hospital employee kindness and hospital service. Third, the analysis on correlation between medical service and satisfaction of medical consumer showed positive correlations in hospital service, hospital environment and staff kindness. Fourth, in terms of the influence of medical service provided to medical consumer on patient satisfaction, explanation power of the multiple regression model was 57.4% and F value was 42.719 statistically significant at the level of p<.000.
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KEYWORD
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Patient Satisfaction, Health Care, Hospital Service
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