경인행정학회

키워드

초록

의료시장에서 기관 간 경쟁체제가 가속화되면서 공공의료기관을 포함하는 의료기관들은 의료 서비스 전달체제를 어떻게 개선하고, 자원을 어느 분야에 중점 배분해야 하는가에 대해 고심하고 있다. 이들의 노력은 크게 두 가지 중요한 측면에 집중되어 있다. 첫째는 환자인 고객들이 ‘무엇’을 받느냐를 강조하는 기술적(임상적) 서비스 품질이다. 둘째는 의료서비스가 고객에게 ‘어떻게’ 전달되느냐를 강조하는 과정적 서비스 품질이다. 이 연구에서는 의료기관 관리자의 리더십의 역할, 기술적 품질, 과정적 품질이 고객만족에 미치는 요인들의 영향구조를 분석하였다. 연구가설에 근거하여 인과모형에 정립하고, 부산지역의 3개 공공의료기관의 입원환자 186명을 대상으로 구조방정식 모형을 적용하여 분석하였다. 분석 결과, 리더십은 기술적 서비스 질과 과정적 서비스 질을 통해 고객만족에 유의한 영향을 미치는 외생변수로 나타났고, 기술적 서비스 질과 과정적 서비스 질은 고객만족에 직접적 영향을 미치는 내생변수로 나타났고, 리더십은 의료진의 영역에 속하는 기술적 질보다는 과정적 질에 더 큰 영향을 미치는 것으로 조사되었다. 이에 고객만족도 예측에 있어 과정적 질이 기술적 질 보다 더욱 중요하다는 점을 발견하고 그 함의를 논의하였다. 이 연구는 서비스의 질을 기술적(임상적) 측면과 과정적 측면으로 구분하고 기존 연구에서 거의 다루어지지 않은 리더십의 역할을 연계시킴으로서 기존의 단일 차원 서비스 질 연구들과는 달리 서비스 질을 유형화하고 이에 리더십의 역할 변수를 도입ㆍ연계함으로서 서비스 질 연구의 외연을 확대하였다는 점에서 가치가 있다고 판단된다.

목차

요약
Ⅰ. Introduction
Ⅱ. Theoretical Review
Ⅲ. Structural Model
Ⅳ. Research Design
Ⅴ. The Meaning of the Research
Ⅵ. Conclusions
References
APPENDIX

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