학술논문
공공의료기관의 사회적 책임활동이 환자 만족과 지속적 이용의도에 미치는영향 / The influence of CSR on Patient Satisfaction and Continuos Intention in Public Hospital
Document Type
Dissertation/ Thesis
Source
Subject
Language
Korean
Abstract
본 연구의 목적은 공공의료기관의 사회적 책임활동에 대해 지각하는 정도와 이들 요안이 만족과 지속적 이용의도에 어떻게 영향을 미치는가를 실증적으로 규명하고자 하는 것이다. 이러한 연구목적을 달성하기 위하여 중국의 공공의료기관 이용자를 대상으로 설문조사를 실시하고, 수집된 자료를 바탕으로 하여 이들 관계를 검증함으로써 공공의료기관의 만족을 극대화 하고 나아가 지속적 이용의도를 향상하기 위한 공공의료기관의 사회적 책임활동을 규명하고, 신뢰 향상을 위한 전략을 도출하고자 하였다. 본 연구의 진행을 위해 먼저 이론적 배경을 바탕으로 연구모형을 구성하고 연구가설을 제시하였다. 다음으로 설문조사를 실시한 결과를 바탕으로 SPSS와 AMOS를 이용하여 실증적 분석을 실시하였다. 그리고 실증적 검증 결과를 바탕으로 하여 공공의료기관 사회적 책임활동이 사용자의 만족도와 지속적 이용의도에 미치는 영향관계를 파악하고자 하였다. 이러한 전체 과정의 실증분석 결과를 요약하면 다음과 같다. 첫째, 공공의료기관의 사회적 책임활동이 신뢰에 정(+)의 영향을 미치는 것으로 나타나 공공의료기관의 사회적 책임활동이 좋을수록 환자들의 신뢰가 높아지는 것을 알 수 있다. 둘째, 공공의료기관에 대한 신뢰가 환자만족에 정(+)의 영향을 미치는 것으로 나타나 신뢰가 높을수록 환자만족이 높아지는 것을 알 수 있다. 셋째, 공공의료기관에 대한 환자만족이 지속적 이용의도에 정(+)의 영향을 미치는 것으로 나타나 환자만족이 높을수록 지속적 이용의도가 긍정적으로 높아진다는 것을 알 수 있다. 이러한 결과는 공공의료기관의 사회적 책임활동이 환자의 신뢰에 유의적인 영향을 미치며 신뢰 요인이 환자만족도에 유의적인 영향을 미치며, 나아가 환자만족은 지속적 이용의도에 긍정적인 영향 관계를 형성하게 된다는 것을 확인한 것이라고 할 수 있다.
The purpose of this study is to empirically look into the influence of the perception degree of social responsibility activities in public hospitals on the satisfaction of the users and their intention of continuous use. In order to achieve this purpose, the users of public hospitals in China are taken as the objects of a questionnaire survey to inspect the relations based on the collected data, probing into the social responsibility activities of the public hospitals for the improvement of the satisfaction degree of public hospitals and the intention for continuous use, as well as generating strategies of trust promotion. In order to carry out this study, research models based on theoretical backgrounds need to be built first and research hypothesis needs to be put forward. Then, SPSS and AMOS are adopted in the empirical analysis based on the results of the questionnaire survey. Next, analysis on the influence of the social responsibility activities of public hospitals on the user satisfaction degree and intention of continuous use is conducted based on the results of empirical analysis. The results of the empirical analysis of the whole process are summarized as follows: Firstly, the positive impact of social responsibility activities on trust by public medical institutions, and the better the social responsibility activities of public hospitals, the more reliable the patients will be. Secondly, the higher the trust degree of the public hospitals care has on the satisfaction of the customers, the higher the patient's satisfaction degree will be. Thirdly, for public hospitals, the higher the positive impact of patients' satisfaction with sustainable utilization, the higher the affirmative impact of sustainable utilization will be. Above results have showed that, the social responsibility of public hospitals has an impact on patients' trust degree. Meanwhile, trust factors also affect patients' satisfaction degree. This is done to confirm the formation of the positive relationship between patient’s satisfaction degree and sustainable utilization.
The purpose of this study is to empirically look into the influence of the perception degree of social responsibility activities in public hospitals on the satisfaction of the users and their intention of continuous use. In order to achieve this purpose, the users of public hospitals in China are taken as the objects of a questionnaire survey to inspect the relations based on the collected data, probing into the social responsibility activities of the public hospitals for the improvement of the satisfaction degree of public hospitals and the intention for continuous use, as well as generating strategies of trust promotion. In order to carry out this study, research models based on theoretical backgrounds need to be built first and research hypothesis needs to be put forward. Then, SPSS and AMOS are adopted in the empirical analysis based on the results of the questionnaire survey. Next, analysis on the influence of the social responsibility activities of public hospitals on the user satisfaction degree and intention of continuous use is conducted based on the results of empirical analysis. The results of the empirical analysis of the whole process are summarized as follows: Firstly, the positive impact of social responsibility activities on trust by public medical institutions, and the better the social responsibility activities of public hospitals, the more reliable the patients will be. Secondly, the higher the trust degree of the public hospitals care has on the satisfaction of the customers, the higher the patient's satisfaction degree will be. Thirdly, for public hospitals, the higher the positive impact of patients' satisfaction with sustainable utilization, the higher the affirmative impact of sustainable utilization will be. Above results have showed that, the social responsibility of public hospitals has an impact on patients' trust degree. Meanwhile, trust factors also affect patients' satisfaction degree. This is done to confirm the formation of the positive relationship between patient’s satisfaction degree and sustainable utilization.