노인전문병원 이용노인의 서비스만족도 및 재이용의향에 관한 연구 = A study on service satisfaction and revisit intention of old people using geriatric hospital
저자
발행사항
서울 : 동국대학교, 2008
학위논문사항
학위논문(석사)-- 동국대학교 : 사회복지학과 2008. 8
발행연도
2008
작성언어
한국어
주제어
DDC
362.6
발행국(도시)
서울
형태사항
v, 115장. ; 26 cm
일반주기명
지도교수: 이은희
DOI식별코드
소장기관
The purpose of this study is to estimate the reason for selecting hospital and satisfaction degree on the service provided during hospitalization against old people using geriatric hospitals and to examine their revisit intention for the hospital. In addition, it is intended to identify significant factors to give an effect on each situation.
This study at first, established a theoretical base related to satisfaction degree and revisit intention of geriatric hospital, performed literature study to understand the research trend mainly using preceded study, medical academic institute, and academic journals, set a research model based on the literature study, and analyzed and verified positively 6 hypothesis for study. As research tools for this study, I reorganized questionnaire by modifying and complementing independent variables including basic facility, access convenience, medical service, non-medical service, and systemic policy using estimating method of Goldman(1991) used in the study of Yungheui Lee(1998) and used 5 points Linkert scale for answers against 54 questions.
Hypotheses in this study are as follows.
First, in selecting geriatric hospital, personnel, hospital facility, hospital external factor will give significant effects depending on general or hospital specific features.
Second, for service satisfaction during using a geriatric hospital, personnel, facility, medical service, and subjective satisfaction will give significant effects depending on general and hospital specific features.
Third, for revisit intention after leaving a geriatric hospital, personnel support, facility support, and external support factors will significant effects depending on general and hospital specific features.
Forth, among selective reason, service satisfaction, and revisit intention, there will be a positive relationship.
Fifth, selective reason and service satisfaction of geriatric hospital will give an effect on revisit intention independently.
Sixth, revisit intention of geriatric hospital will give a direct effect on neighbor invitation intention.
To verify these study hypotheses, I performed and analyzed investigation against total 186 old people in 9 geriatric hospitals located in Kyeongsangbuk-do and Kyeongsangnam-do from Jan 5, 2008 to Apr 15, 2008. For data analysis, I performed frequency analysis, T-test, ANOVA, cross analysis, corelation analysis, step-wise manner multiple regression analysis using SPSS/PC for Windows 12.0 and to verify validity and reliability of this study, factor analysis was performed and Cronbach's α was obtained.
Finally, the conclusion of this study is as follows.
First, for selective factors of geriatric hospital, 'personnel factor' was resulted in the most important factor. In detail, 'care of nurses' item was referred as the most important factor and after that, 'kindness of doctor and hospital staffs' occupied next place. As 'facility factor', 'facilities for patient convenience' and 'function recovery facility' appeared in the 3rd and the 4th place. Besides, age and education did not have significance and it was found that women and religion having group showed higher tendency to consider the 'personnel factor' important. In 'external factor', transfer time was important and it was found that when the old patients did not bear the hospital cost, they considered more factors in selecting hospital.
Second, for service satisfaction in using geriatric hospital, 'personnel support satisfaction' was the highest, and individual 'subjective satisfaction', 'hospital facility satisfaction', 'medical service satisfaction' occupied the next places orderly. They were measured high generally by receiving more than 4 points in average in 5 points full scale. In 'facility factor', comfort and in 'medical factor', immediate answer in interview received the highest points of satisfaction, but composition of rehabilitation/adaptation program showed the lowest satisfaction
Third, for revisit intention, 80.4% answered to be positive to revisit. Through cross analysis, women, religion having group, older people, and resident in eup/myeon region showed higher revisit intention. In case that hospitalization term is longer and other people with relatrively low relationship other than patient him/herself bear the hospital cost, positive answers on revition intention were obtained.
Forth, the group answered positive revisit intention recognized 'personnel factor' as most important, the laissez-faire answered non positive and non-negative revisit intention recognized 'external factor' important, and the negative group answered to have no revisit intention metioned negative feeling on 'facility factor'.
Fifth, for future neighbor invitation intention for the hospital, 78.9% of subjects answered to have the invitation intention. The group of Women, religion having group, resident in eup/myeon region, and longer hospitalization term showed significantly high invitation intention at the level p<.01. It was suggested that revisit intention was directly reflected to the invitation intention from the above numerial results.
Sixth, among selective factor, service satisfaction, and revisit intention, there was significant positive(+) corelation. From the step-wise manner multiple regression analysis and hierarchical regression analysis using hospital selection factor and service satisfaction as independent variables and revisit intention as a dependent variable, it was found that 'kindness of hospital staffs' in selection factors was the highest point received factor. From this, it was suggested that when kindness, fame, medical cost, rehabilitation facility were consider in selecting hospital, revisit intention increased. Moreover, for service satisfaction, it was found that when satisfaction degree on 'excercise service of caregiver' and 'kindness of nurses and staffs' were higher, revisit intention was higher. In conclusion, it was identified that when 'external factor' was considered and 'personnel satisfaction' was higher, revisit intention about geriatric hospital was stronger.
This study have a limitation in reliability and objectivity because the sample was collected against old people. In addition, it is difficult to generalize as matter of whole country because this study was performed in a local region. From these results, it is expected to enhance service satisfaction degree and strengthen revisit intention in future accompanied with diversification and specialization of geriatric hospital's service provision.
In recent, as geriatric hospitals perform actively differentiation of hospital and introduction of specialization with competitive strategies through company management method such as benchmarking, business process reengineering, and vision making. it seems to expect more qualitative improvement.
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