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KMID : 1138720110370020041
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Korean Public Health Research
2011 Volume.37 No. 2 p.41 ~ p.56
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A Study of the Effects upon Satisfaction, Intention to Revisit and Perceived Value by Patients through the Quality of Medical Services -Focused on Specialized Hospital and General Hospital-
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Ji Kyung-Ja
Park Chun-Man
Lee Jong-Ryol
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Abstract
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Objectives : This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, admission procedure, hospital image, service quality of physicians that patients perceived.
Methods : Both inpatients and outpatients were selected from one specialty hospitals and one general hospitals in D city. Questionnaire survey was employed to collect data from the subjects.
Results : 1. Specialty Hospitals. For inpatients, hospital image and service quality of medical technicians have an effect on perceived value. Service quality of physicians has an effect on the patient satisfaction. For outpatients, hospital image and service quality of physicians and medical technicians have an effect on perceived value. Outdoor environment, hospital image, service quality of physicians and medical technicians, and perceived value have an effect on patient satisfaction. Perceived value and patient satisfaction have an effect on revisit intention. 2. General Hospitals. For inpatients, hospital image has an effect on the perceived effect. Service quality of medical technicians has an effect on the patient satisfaction. Perceived value and patient satisfaction have an effect on the revisit intention. For outpatients, hospital image and service quality of physicians and medical technicians have an effect on the perceived value. Outdoor environment, service quality of physicians, and perceived value have an effect on the patient satisfaction. Admission procedure, hospital image, service quality of physicians, perceived value, and patient satisfaction have an effect on revisit intention.
Conclusion : Thus, this study indicates that the each medical institution have a different influence on the revisit intention by perceived value and patient satisfaction that medical customers feel after they underwent the medical service. It is necessary for medical institutions to develop friendly health service manual that represents specific guidelines of service behaviors in terms of patient-oriented health care service. Specialty hospitals are expected to have an enhanced quality on their specialized health care service. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve specialty hospitals. Government also should offer small and middle-sized hospitals basic conditions to increase their self-care capability as high quality of specialty hospitals.
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KEYWORD
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Quality of Medical Services, Perceived value, Patient satisfaction, Revisit intention
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