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공공 의료서비스의 질 구성요인과 고객 만족도 분석
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공공 의료서비스의 질 구성요인과 고객 만족도 분석.hwp
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공공 의료서비스의 질 구성요인과 고객 만족도 분석.hwp
[Size :
209 Kbyte
]
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자료설명
공공 의료서비스의 질 구성요인과 고객 만족도 분석자료입니다.
[의료마케팅]공공의료
[의료마케팅]공공의료
본문/내용
첫째, 소비경험으로부터 얻어진 결과물로서 고객만족을 정의하려는 입장에 의하면, 고객만족이란 고객이 지불한 희생의 대가가 적절 내지 부적절하였다는 것을 인지한 상태, 서비스에 대한 기대와 관련된 감정이 고객의 소비경험과 결부될 때 나타나는 전체적인 심리상태, 구매한 특정 상표나 서비스에 대한 감정적 반응 등이 이에 해당된다.
둘째, 대안 평가의 과정에 초점을 두고 고객만족을 정의하려는 입장에 의하면, 소비 경험이 기대했던 것만큼 좋았다고 평가하는 상태, 선택했던 대안이 이전에 가지고 있던 그 대안에 대한 신념과 일치된다고 평가하는 상태, 제품을 소비한 후에 제품의 실제 성과와 이전의 기대간에 발생하는 지각상의 차이에 대한 고객의 평가 등이 이에 해당된다.
본 연구는 특정 서비스의 질을 경험하고 난 뒤 서비스 제공물에 대한 고객의 감정적인 반응을 파악하고, 선행변인인 서비스 질과의 관계를 파악하고자 하는데 초점이 있기 때문에 소비경험으로부터 얻어진 결과물로서의 고객만족 개념을 수용하고자 한다. 따라서 이 연구에서는 고객만족을 고객들이 서비스를 소비한 후 당해 서비스에 대한 인지적 평가로 정의하고자 한다.
참고문헌
참 고 문 헌
강기두(1997), “서비스품질의 구성요인과 고객만족에 관한 연구”, 중앙대학교 박사학위논문.
강소영·이선미(1996), “의료서비스에 대한 만족도 측정도구의 개발”, 「한국의료QA학회지」, 3(1): 11-23.
김인·허용훈·이희태(1999), “지방의료원의 운영형태별 성과분석”,「한국행정학보」, 33(3): 383-402.
문영신·조우현·강임옥(1998), “보건소 진료서비스의 이용자 만족도에 관한 연구”, 「한국의료QA학회지」, 5(1): 42-51.
박주희(1998),「의료마케팅」, 서울: 현문사.
───(1999),「의료경영론」, 서울: 도서출판 대학서림.
박재흥(1999),「현대품질경영론」, 서울: 박영사.
오세윤(2000), “SERVQUAL척도를 이용한 행정서비스 만족도 평가”,「정책분석평가학회보」, 10(2): 73-90.
오창택(1998), “서비스 구성차원의 관리 우선순위: 민원행정 서비스를 중심으로”, 「한국행정학보」, 32(2): 77-95.
이선희·김지인·조우현·이지전(1998), “국내 종합병원 환자만족도 조사현황 분석”,「한국의료QA학회지」, 5(1): 7-18.
이상수(2000), “지방공공서비스의 조직운영형태별 성과분석: 지방공공의료기관의 성과분석을 중심으로”,「국정관리의 새로운 방향과 과제」, 한국행정학회 하계학술대회 발표논문집: 475-498.
조윤식(1991), “서비스업의 마케팅전략에 관한 연구”, 계명대학교 박사학위논문.
Albrecht, K. and R. Zemke(1985), The Service Advantage, Homewood, Ill.: Down Jones-Irwin.
Andrus, D.(1986), Office Atmospheres and Dental Service Satisfaction, Journal of Professional Service Marketing, Vol. 1(Summer).
Andreassen, T. W.(1995), (Dis)Satisfaction with Public Services: The Case of Public Transportation, Journal of Business Research, Vol. 24.
American Medical News, 1981. 2. 11.
Babakus, E. & G. W. Boller(1992), An Empirical Assessment of the SERVQUAL Scale, Journal of Business Research, Vol. 2: 253-268.
Berkowitz E. and William A. Flexner(1981), The Market for Health care Service: Is There a Non-Traditional Consumer?, Journal of Health Care Marketing, Vol. 1(Winter): 25-34.
Berry, L. L.(1991), Service Marketing Is Different, in Service Marketing(2nd ed.), Christopher H. Lovelock, Prentice Hall International Co.
Berry, L. L., Valarie A. Zeihamal, and A. Parasuraman(1985), Quality Counts in Service, Too, in Managing Services: Marketing, Operation, and Human Resources, Christopher H. Lovelock(ed): 216-225.
Boscarino, J. and Steven Steiber(1982), Hospital shopping and Consumer Choice, Journal of Health Care Marketing, Vol. 2(Spring): 15-23.
Brown, T. J., G. A. Churchill Jr., & J. P. Peter(1993), Improving the Measurement of Service Quality, Journal of Retailing, Vol. 69(Spring): 127-139.
Carman, J. M.(1990), Consumer Perceptions of Service quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, Vol. 66: 33-55.
Crane F. G. and T. K. Clarke(1988), The Identification of Evaluative Criteria and Cues Used in Selecting Services, Journal of Service Marketing, Vol. 2(Spring).
Cronin, J. J. Jr., & S. A. Taylor(1992), Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, Vol.56(July): 55-68.
Fisk T. A., Carmhiel J. Brown, Kathleen Cannizzaro, and Barbara Naftal(1990), Creating Patient Satisfaction and Loyalty, Journal of Health Care Marketing, Vol. 2(June): 5-15.
Fornell, C.(1992), A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 56(1): 6-21.
Griffin, J.(1995), Custom Loyalty: How to Earn It, How to Keep It, N.Y.: Lexington Book Co.
Grönroos, C.(1984), A Service Quality Model and Its Marketing Implication, European Journal of Marketing, 18(4): 37-40.
──────(1990), Service Management and Marketing: Managing the Truth in Service Competition, N.Y.: Lexington Book Co.
Headley, D, E., and S, J. Miller(1993), Measuring Service Quality and its Relationship to Future Consumer Behavior, Journal of Health Care Marketing, 13(4): 32-41.
Hill, C. J., S. J. Garner & M. E. Hanna(1989), Selection Criteria for Professional Service Providers, Journal of Service Marketing, Vol. 3(Fall): 61-69.
Kotler, P and Roberta N. Clarke(1989), Marketing for Health Care Organization, Prentice-Hall, Inc., Englewood Cliffs.
Lynch, J. and D. Schuler(1990), Consumer Evaluation of the Quality of Hospital Services From an Economics of Information Perspectives, Journal of Health Care Marketing, Vol, 2(June): 16-22.
Nunnally, J.(1978), Psychometric Theory(2nd), N.Y.: Mcgraw-Hill Book.
Parasuraman, A. V., A. Zeithaml, and L. L. Berry(1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol. 49(Fall): 41-50.
───────────────────────(1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Quality, Journal of Marketing, Vol. 64(Spring): 12-37.
───────────────────────(1994), Moving Forward in Service Quality Research: Measuring Different levels of Customer Expectations, Comparing Alternative Scales, and Examining the Performance-Behavioral Intention Link, Marketing Science Institute Working Paper(September): 94-114.
Phillips, L. W., Chang D. R., & Buzzel R. D.(1993), Product Quality, Cost Position and Business Performance: A Test of Some Key Hypothesis, Journal of Marketing, Vol. 2(Spring): 26-43.
Shostack. G. L.(1987), Service Positioning Through Structural Change, Journal of Marketing, Vol. 11(January): 34-43.
Singh, J.(1988), Customer Complaint Intentions and Behavior: Definitional and Taxonomical Issues, Journal of Marketing, Vol. 42(January): 93-107.
Teas, R. K.(1994), Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing, Vol. 58(Jan.): 132-139.
Yi, Youjae(1990), Critical Review of Consumer Satisfaction, in Review of Marketing, Zeithaml V. A.(ed.), Chicago, Ⅱ: American Marketing Association.
Zeithaml, V. A.(1981), How Consumer Evaluation Processes Differ Between Goods and Services, in Service Marketing, Christopher H. Lovelock(1991).
───────(1988), Consumer Perceptions of Price, Quality, & Value: A Means-End Model and Synthesis of Evidence, Journal of Marketing, Vol. 52(July): 2-22.
Zeithaml, V. A., A. Parasuraman & L. L. Berry(1996), The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 49(Spring): 31-46.
강기두(1997), “서비스품질의 구성요인과 고객만족에 관한 연구”, 중앙대학교 박사학위논문.
강소영·이선미(1996), “의료서비스에 대한 만족도 측정도구의 개발”, 「한국의료QA학회지」, 3(1): 11-23.
김인·허용훈·이희태(1999), “지방의료원의 운영형태별 성과분석”,「한국행정학보」, 33(3): 383-402.
문영신·조우현·강임옥(1998), “보건소 진료서비스의 이용자 만족도에 관한 연구”, 「한국의료QA학회지」, 5(1): 42-51.
박주희(1998),「의료마케팅」, 서울: 현문사.
───(1999),「의료경영론」, 서울: 도서출판 대학서림.
박재흥(1999),「현대품질경영론」, 서울: 박영사.
오세윤(2000), “SERVQUAL척도를 이용한 행정서비스 만족도 평가”,「정책분석평가학회보」, 10(2): 73-90.
오창택(1998), “서비스 구성차원의 관리 우선순위: 민원행정 서비스를 중심으로”, 「한국행정학보」, 32(2): 77-95.
이선희·김지인·조우현·이지전(1998), “국내 종합병원 환자만족도 조사현황 분석”,「한국의료QA학회지」, 5(1): 7-18.
이상수(2000), “지방공공서비스의 조직운영형태별 성과분석: 지방공공의료기관의 성과분석을 중심으로”,「국정관리의 새로운 방향과 과제」, 한국행정학회 하계학술대회 발표논문집: 475-498.
조윤식(1991), “서비스업의 마케팅전략에 관한 연구”, 계명대학교 박사학위논문.
Albrecht, K. and R. Zemke(1985), The Service Advantage, Homewood, Ill.: Down Jones-Irwin.
Andrus, D.(1986), Office Atmospheres and Dental Service Satisfaction, Journal of Professional Service Marketing, Vol. 1(Summer).
Andreassen, T. W.(1995), (Dis)Satisfaction with Public Services: The Case of Public Transportation, Journal of Business Research, Vol. 24.
American Medical News, 1981. 2. 11.
Babakus, E. & G. W. Boller(1992), An Empirical Assessment of the SERVQUAL Scale, Journal of Business Research, Vol. 2: 253-268.
Berkowitz E. and William A. Flexner(1981), The Market for Health care Service: Is There a Non-Traditional Consumer?, Journal of Health Care Marketing, Vol. 1(Winter): 25-34.
Berry, L. L.(1991), Service Marketing Is Different, in Service Marketing(2nd ed.), Christopher H. Lovelock, Prentice Hall International Co.
Berry, L. L., Valarie A. Zeihamal, and A. Parasuraman(1985), Quality Counts in Service, Too, in Managing Services: Marketing, Operation, and Human Resources, Christopher H. Lovelock(ed): 216-225.
Boscarino, J. and Steven Steiber(1982), Hospital shopping and Consumer Choice, Journal of Health Care Marketing, Vol. 2(Spring): 15-23.
Brown, T. J., G. A. Churchill Jr., & J. P. Peter(1993), Improving the Measurement of Service Quality, Journal of Retailing, Vol. 69(Spring): 127-139.
Carman, J. M.(1990), Consumer Perceptions of Service quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, Vol. 66: 33-55.
Crane F. G. and T. K. Clarke(1988), The Identification of Evaluative Criteria and Cues Used in Selecting Services, Journal of Service Marketing, Vol. 2(Spring).
Cronin, J. J. Jr., & S. A. Taylor(1992), Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, Vol.56(July): 55-68.
Fisk T. A., Carmhiel J. Brown, Kathleen Cannizzaro, and Barbara Naftal(1990), Creating Patient Satisfaction and Loyalty, Journal of Health Care Marketing, Vol. 2(June): 5-15.
Fornell, C.(1992), A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 56(1): 6-21.
Griffin, J.(1995), Custom Loyalty: How to Earn It, How to Keep It, N.Y.: Lexington Book Co.
Grönroos, C.(1984), A Service Quality Model and Its Marketing Implication, European Journal of Marketing, 18(4): 37-40.
──────(1990), Service Management and Marketing: Managing the Truth in Service Competition, N.Y.: Lexington Book Co.
Headley, D, E., and S, J. Miller(1993), Measuring Service Quality and its Relationship to Future Consumer Behavior, Journal of Health Care Marketing, 13(4): 32-41.
Hill, C. J., S. J. Garner & M. E. Hanna(1989), Selection Criteria for Professional Service Providers, Journal of Service Marketing, Vol. 3(Fall): 61-69.
Kotler, P and Roberta N. Clarke(1989), Marketing for Health Care Organization, Prentice-Hall, Inc., Englewood Cliffs.
Lynch, J. and D. Schuler(1990), Consumer Evaluation of the Quality of Hospital Services From an Economics of Information Perspectives, Journal of Health Care Marketing, Vol, 2(June): 16-22.
Nunnally, J.(1978), Psychometric Theory(2nd), N.Y.: Mcgraw-Hill Book.
Parasuraman, A. V., A. Zeithaml, and L. L. Berry(1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol. 49(Fall): 41-50.
───────────────────────(1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Quality, Journal of Marketing, Vol. 64(Spring): 12-37.
───────────────────────(1994), Moving Forward in Service Quality Research: Measuring Different levels of Customer Expectations, Comparing Alternative Scales, and Examining the Performance-Behavioral Intention Link, Marketing Science Institute Working Paper(September): 94-114.
Phillips, L. W., Chang D. R., & Buzzel R. D.(1993), Product Quality, Cost Position and Business Performance: A Test of Some Key Hypothesis, Journal of Marketing, Vol. 2(Spring): 26-43.
Shostack. G. L.(1987), Service Positioning Through Structural Change, Journal of Marketing, Vol. 11(January): 34-43.
Singh, J.(1988), Customer Complaint Intentions and Behavior: Definitional and Taxonomical Issues, Journal of Marketing, Vol. 42(January): 93-107.
Teas, R. K.(1994), Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment, Journal of Marketing, Vol. 58(Jan.): 132-139.
Yi, Youjae(1990), Critical Review of Consumer Satisfaction, in Review of Marketing, Zeithaml V. A.(ed.), Chicago, Ⅱ: American Marketing Association.
Zeithaml, V. A.(1981), How Consumer Evaluation Processes Differ Between Goods and Services, in Service Marketing, Christopher H. Lovelock(1991).
───────(1988), Consumer Perceptions of Price, Quality, & Value: A Means-End Model and Synthesis of Evidence, Journal of Marketing, Vol. 52(July): 2-22.
Zeithaml, V. A., A. Parasuraman & L. L. Berry(1996), The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 49(Spring): 31-46.
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