|
KMID : 1138720140400010041
|
|
Korean Public Health Research
2014 Volume.40 No. 1 p.41 ~ p.54
|
|
|
A Study on Comparison of Influencing Factors on External Customer Satisfaction of Public and Non-profit Hospital
|
|
Park Chong-Goo
Ahn Jong-Min
|
|
|
Abstract
|
|
|
Objectives: This study tries to figure out how the service quality of hospital affects external customer satisfaction. This study also aims that if the factors influence meaningfully, which affects more strongly and what is the order of influences. In addition, it compares and analyses the public and non-profit hospitals in terms of those external influencing factors.
Methods: Total of 357 questionnaires of external customers of a public hospital located in Kyunggi Province and a non-profit hospital in Seoul are analyzed through t-test and multiple regression analysis.
Results: Summary of findings of this study is as follows. First, when it analyses hospitals in sum regardless of type, medical specialty, empathy, materiality, and responsiveness have significant impacts on external customer satisfaction. Among them, materiality has the least impact on it. Secondly, while all the factors, medical specialty, empathy, materiality, and responsiveness, influences on external customer satisfaction in non-profit hospital, materiality is not influencing in public hospital. This result might be due to the fact that the public hospital that is selected as a research object was established quite recently. Further study, however, is necessary to confirm the result.
Conclusion: Considering the results of this study, it is necessary that more consideration has to be given on medical specialty, empathy, and responsiveness for improving external customer satisfaction, Accordingly, strategic management and marketing is required for improving external satisfaction based on the characteristics of public and non-profit hospital.
|
|
|
KEYWORD
|
|
|
service quality, external customer satisfaction, public and non-profit hospital, medical specialty, empathy, responsiveness, materialty
|
|
|
FullTexts / Linksout information
|
|
|
|
|
|
Listed journal information
|
|
|
|