- 권한신청
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
ISSN : 1738-3110
서비스 목적에 따른 대기관리 영향요인 - 병원서비스를 중심으로 -
A Study on the Service Waiting - Focus on Medical Services -
초록
서비스 기업에서 이루어지는 서비스는 그 특성상 대기가 발생할 수밖에 없다. 그리고 이러한 대기는 고객의 서비스 품질이나 고객만족에 부정적 요인으로 작용하고 기업의 경쟁력을 약화시키는 원인이 된다. 이를 위해 고객의 서비스 대기 영향요인을 병원서비스 이용목적 고객별로 분류하여 그 차이를 분석하고, 고객의 지각된 서비스 대기에 영향을 미치는 요인으로 새롭게 고객만족을 추가하여 분석하였다. 분석결과 질병치료의 고객과 질병예방을 위한 건강검진을 목적으로 병원을 방문하는 고객 간에는 서비스 이용에 대한 대기비용과 거래의 중요도에서 유의한 차이를 보이고 있었다. 또한 대기시간에 유의한 영향을 미치는 변수는 대기비용, 지속성, 거래중요도 등도 확인할 수 있었지만, 본 연구에서 도출한 고객만족이 대기시간에 영향을 미치는 주요한 변수라는 사실은 기존 연구에서 다루지 않은 내용으로 실질적인 고객의 지각된 대기시간을 관리하는데 시사하는 바가 있다고 판단한다.
- keywords
- 서비스 대기, 고객만족, 대기비용, 지속성, 거래중요도, 대기환경, 서비스 통제가능
Abstract
The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose, this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting.
- keywords
- 서비스 대기, 고객만족, 대기비용, 지속성, 거래중요도, 대기환경, 서비스 통제가능
참고문헌
김미라, 이기춘(2003), “외래환자의 의료서비스에 대한 소비자 만족척도의 개발”, 소비자학연구, 14(2), 197-214.
서성한, 전인식, 김상철, 이현수(2001), “의료기관의 서비스 지향성이 고객만족에 미치는 영향”, 고객만족경영연구, 3(2), 135-153.
박유식(2000), “대기시간이 서비스품질평가에 미치는 영향”, 마케팅연구, 15(1), 1-25.
윤성욱, 김수배(2003), “의료접점에서 대기시간이 서비스품질과 애호도에 미치는 영향”, 한국 마케팅저널, 5(1), 1-22.
윤성욱, 김수배(2006), “고객지향성과 서비스제공전ㆍ중ㆍ후 대기유형이 의료서비스품질평가에 미치는 상대적 영향”, 소비자학 연구, 17(4), 171-191.
조정은, 김수욱(2007), “서비스 대기관리: 서비스 대기시간과 품질평가의 관계에 있어서 영향을 주는 요인들에 관한 연구”, 경영학연구, 36(7), 1785-1810.
통계청(2007), 2006년 사회통계조사 보고서
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