Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
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The Effects of Internal Service Quality Factors on Customer Orientation in Small and Medium Hospitals

중소병원의 내부서비스질의 요인이 고객지향성에 미치는 영향

  • Kim, Sung-Ho (Department of Health Administration, Yonsei University) ;
  • Kim, Young-Hoon (Department of Hospital Management, Eulji University) ;
  • Kim, Jang-Mook (St. Paul's Hospital, The Catholic University of Korea) ;
  • Sung, Dong-Hyo (St. Paul's Hospital, The Catholic University of Korea)
  • 김성호 (연세대학교 의료복지연구소) ;
  • 김영훈 (을지대학교 의료경영학과) ;
  • 김장묵 (가톨릭대학교 성바오로병원) ;
  • 성동효 (가톨릭대학교 성바오로병원)
  • Received : 2012.01.13
  • Accepted : 2012.05.01
  • Published : 2012.06.30
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Abstract

This study aims to suggest managerial strategies for strengthening their competitiveness via analyzing and determining factors to help improve customer orientation and internal customer satisfaction. Furthermore, this study aims to find out the factors of internal service quality affects job satisfaction and customer orientation. The data was collected in 5 small and medium hospitals on 215 workers who had direct interactions with customers. Through regression analysis, all factors of internal service quality affects job satisfaction, however only two factors, credibility and sympathy appeared to affect customer orientation.

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