Health Policy and Management (보건행정학회지)

Korean Academy of Health Policy and Management (한국보건행정학회)
권호 표지
DOI QR코드

DOI QR Code

The Impact of Hospital Selection Factors between Internal and External Customers on Hospital Image

내·외부고객의 병원선택요인이 병원이미지에 미치는 영향

  • Lee, Hyun Sook (Department of Health Administration, Yonsei University)
  • 이현숙 (연세대학교 보건행정학과)
  • Received : 2013.06.12
  • Accepted : 2013.09.04
  • Published : 2013.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

Background: The purpose of this study is to grasp the factors forming hospital image and to measure evaluation of internal and external customers towards hospital choice factors. Methods: This study is based 4 types of choice factor such as physical, human, accessibility, and connection. Data were assessed using 98 patients and 96 internal employees who work at A general hospital in Seoul and 116 patients and 97 internal employees at B general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 17 to April 29 in 2012 and analyzed SPSS ver. 18.0 by using frequency, t-test, analysis of variance, correlation, and multiple regression. Results: The results of this study show that factors affecting hospital image is significant different between internal and external customers of hospital A and B. Expecially the finding of this study will be applied to improve connection factors in administrative department of hospital for hospital image. Conclusion: This study presents primary data for correct decision making to authorities of local hospitals that have concern about marketing strategy for hospital image.

Keywords

References

  1. Ryu CK. The causality between the number of medical specialist and the managerial performance in general hospitals. Korean J Hosp Manag 2008;13(4):3-25.
  2. Choi BH. Community hospitals survive. The Seoul Economic Daily. 2013 May 26.
  3. Kim YK, Kim JS. A study on healthcare institution selection of healthcare consumers using theory of consumption values: focusing on relations among clinics or small sized hospitals, general hospitals, and large-sized hospitals. J Korean Soc Qual Manag 2009;37(4):71-86.
  4. Megivern K, Halm MA, Jones G. Measuring patient satisfaction as an outcome of nursing care. J Nurs Care Qual 1992;6(4):9-24. https://doi.org/10.1097/00001786-199207000-00005
  5. Cho WH, Kim HJ, Lee SH. A study on the criteria for selection of medical care facilities. Korean J Prev Med 1992;25(1):53-63.
  6. Jensen MC. Takeovers: their causes and consequences. J Econ Perspect 1988;2(1):21-48. https://doi.org/10.1257/jep.2.1.21
  7. Drosness DL, Lubin JW. Planning can be based on patient travel. Mod Hosp 1966;106(4):92-94.
  8. Wind Y, Spitz LK. Analytical approach to marketing decisions in health-care organizations. Oper Res 1976;24(5):973-990. https://doi.org/10.1287/opre.24.5.973
  9. Kotler P. Marketing for nonprofit organizations. Englewood Cliffs (NJ): Prentice Hall; 1975.
  10. Sung KT. Patient' evaluation of family planning services: the case of inner-city clinics. Stud Fam Planning 1977;8(5):130-137. https://doi.org/10.2307/1966148
  11. Clemmer EC, Schneider B. Managing customer dissatisfaction with waiting: applying social-psychological theory in a service setting. Adv Serv Mark Manag 1993;2(1):213-229.
  12. Evans PB, Wurster TS. Strategy and the new economics of information. Harv Bus Rev 1997;75(5):70-82.
  13. Geertsen R, Kane RL, Klauber MR, Rindflesh M, Gray R. A re-examination of Suchman's views on social factors in health care utilization. J Health Soc Behav 1975;16(2):226-237. https://doi.org/10.2307/2137164
  14. Kotler P, Keller KL. Marketing management. 2nd custom ed. Upper Saddle River (NJ): Prentice Hall; 2006.
  15. Marton K, Boddewyn JJ. Should a corporation keep a low profile? J Advert Res 1978;18(4):25-32.
  16. You DG. The principle of consumer behavior. Seoul: Mirae Management; 1993.
  17. Churchill GA. A paradigm for developing better measures of marketing constructs. J Mark Res 1979:16(1):64-73. https://doi.org/10.2307/3150876
  18. Kang HS. Study on the effect of physical environment on image formation of hospital: focused on physical examination centers. J Serv Res 2007;4(2):159-178. https://doi.org/10.1177/109467050142008
  19. Park JW, Yun SJ, Choe DC. The influence of medical care service quality and image on customer satisfaction and repurchase intention. J Korea Serv Manag 2003;4(1):57-81.
  20. Kim JS. A study of hospital image for an university hospital marketing strategies [master's thesis]. Seoul: Ehwa Womans University; 1996.
  21. Lane PM, Lindquist JD. Hospital choice: a summary of the key empirical and hypothetical findings of the 1980s. J Health Care Mark 1988;8(4):5-20.
  22. Wolinsky FD, Kurz RS. How the public chooses and views hospitals. Hosp Health Serv Adm 1984;29(6):58-67.
  23. Park GJ. Factors related to selection of ambulatory care facilities [master's thesis]. Seoul: Yonsei University; 1994.
  24. Berkowitz EN, Flexner W. The market for health services: is there a non-traditional consumer? J Health Care Mark 1980-1981;1(1):25-34.
  25. Lee IK, Lee HJ, Park CY, Kim DK, Chae YM. Comparisons of patients' selection and satisfaction between corporate and university hospitals. Korean J Health Policy Admin 1997;7(1):32-54.
  26. Kim YR, Ha HW, Sohn TY. A Study on the criteria for selection of medical care facilities by cataract patient. Korean J Hos Manag 2000;5(2):9-77.
  27. Parasuraman A, Zeithaml V, Berry LL. SERVQUAL: a multiple item scale for measuring consumer perception service quality. J Retailing 1988;64(1):12-40.
  28. Lee KA. An analysis of hospital selection factors and patient satisfaction improvement [master's thesis]. Seongnam: Gachon University; 2006.
  29. Dixon A, Robertson R, Appleby J, Burge P, Devlin N, Magee H. Patient choice: how patients choose and how providers respond. London: The King's Fund; 2010.
  30. Ku YA, Han YJ, Ahn SS. A study on evaluation over medical services and its improving methods in the general hospital: focusing on inpatients and outpatients in K university hospital. Acad Cust Satisf Manag 2011;13(3):103-128.
  31. Cockerham WC. The sick role. In: Cockerham WC, editor. Medical sociology. 8th ed. Upper Saddle River (NJ): Prentice Hall; 2001. pp. 156-178.

Cited by

  1. The Effects of Quality of Care, Image, Role Performance Perceived by Community Residents on Medical Service Satisfaction to Public Hospitals vol.24, pp.2, 2014, https://doi.org/10.4332/KJHPA.2014.24.2.153
  2. Through a selection factor analysis of the local healthcare institutions Building complex medical services strategy vol.13, pp.5, 2015, https://doi.org/10.14400/JDC.2015.13.5.297
  3. Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents vol.46, pp.1, 2016, https://doi.org/10.4040/jkan.2016.46.1.118