본 연구는 의사의 커뮤니케이션 유형에 따라 환자가 지각하는 서비스 품질 인식이 병원의 의료서비스 만족도와 평판에 어떻게 영향을 미치는지 분석해 보고자 하였다. 이를 위해 대 학병원에 내원한 20∼60대 남녀 환자 216명의 설문조사를 실시한 결과, 전문성 커뮤니케 이션 유형을 제외하고 영향력이 모두 유의미하게 나타났다. 또한 방임형과 통제형 커뮤니케 이션은 서비스 품질 인식에 부정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과를 토대로 이론적, 실무적 시사점을 제시하고, 향후 연구의 방향에 대하여 제안하였다.
The purpose of this study is to estimate reputation of hospital using survey method by questionnaire. In different type and characteristics of health communication between doctor and patient was obtained other results. What to do in order to get a good reputation in the hospital and were investigated in this study. The important results are as follows: 1) The democratic and autocracy type doctor is good than control and permissive type doctor in reputation . 2) The quality of medical services are closely related than type of health communication between doctor and patient. 3) The correlation between the reputation and service quality of hospital were investigated. The purpose of the patient seeking hospital was disease cures. Therefore competent medical and facilities was a very important factor. 4) The correlation between the satisfaction and re-visit of the hospital was very high. Also, similar results was obtained the correlation between the satisfaction and recommendation intention of the hospital.
문제제기 및 연구목적 이론적 배경 연구방법 연구결과 결론 및 논의
