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논문 기본 정보

자료유형
학술저널
저자정보
김일권 (인제대학교 보건행정학과) 권창익 (건강보험심사평가원) 양종현 (인제대학교 보건행정학과) 장동민 (인제대학교 보건행정학과)
저널정보
한국병원경영학회 한국병원경영학회지 병원경영학회지 제15권 제3호
발행연도
2010.1
수록면
47 - 68 (22page)

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One of the important complaint factors by the patients using medical institutions is various kinds of waiting time. This research is about the causal relationships among waiting time(application of waiting time, perceived of waiting time, fairness of waiting, explanation of the delay, acceptance possibility), service values, and customer satisfaction. The subjects for this study were 256 out-patients currently using seven general hospitals in the Busan area. The findings of the empirical analysis are as follows: First, the good application of waiting time or fair waiting time procedure didn't actually affect perceived waiting time. Second, though the application of waiting time didn't affect acceptance possibility, the fair procedure of waiting time had an affirmative effect on acceptance possibility. Third, even when there was enough explanation about the need to wait, it could shorten perceived waiting time but failed to get sufficient sympathy or agreement from the patients. Fourth, the possibility of acceptance following the sufficient sympathy of patients had an effect on shortening perceived waiting time. Fifth, perceived waiting time lowered customer satisfaction, but had no negative effect on service values. Finally, the ranges of acceptance possibility by the patients were found to increase customer satisfaction and maximize service values. In conclusion, every medical institution needs to focus on, first of all, shortening waiting time for more customer satisfaction and improved service values.

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