Study on customer management analysis model for one General Hospital
일개 종합병원 고객관리 모형구축에 관한 연구

Young-Jong Kim, Kwang-Hwan Kim
2012 Journal of the Korea Academia-Industrial cooperation Society  
This study is to provide basic data for a higher level of customer satisfaction by investigating the satisfaction factors of and dissatisfaction factors for the outpatients. The survey was conducted with the outpatients in a general hospital located in Daejeon on October 24, 2011. A total of 160 questionnaires were distributed and 144 copies were used as the statistical analysis. As a result of the research, it is found that convenience is the most influential factor to affect on the overall
more » ... t on the overall satisfaction and willingness to recommend to other people among the characteristics of the administrative support division, which is the quickness and simplicity of the admission and receipt procedure, and it is also found that the comfortability of examination room and outpatient treatment waiting room affects on it in common. In conclusion, it is considered that if a customer-oriented hospital management system is built and operated for the satisfaction of customers, the competitiveness of hospital will be improved and the sustainability of hospital will increase and the business goal that is customer satisfaction management will be achieved.
doi:10.5762/kais.2012.13.9.4082 fatcat:x72k6pkodjc57ahpzkxcjdmssu