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J Health Info Stat > Volume 39(1); 2014 > Article
J Health Info Stat 2014;39(1):105-119.
구조방정식을 활용한 병원선택요인에 대한병원 및 고객 집단 간 차이 분석
이해종 , 이현숙 , 윤장호
Variation in Hospital Choice Factors between Hospital Locations or Customer Types Using SEM Method
Hae Jong Lee , Hyun Sook Lee , Jang Ho Yoon
f hospital choice factors between internal and external customers at metropolitan and non-metropolitan hospitals.
The questionnaires are used to collect data from internal customers(hospital employees) and external customers (patients). That is classified with 4 latent variables- such as, physical, human, accessibility, and connection factors. Total used cases are 98 patients and 96 employees on 2 hospitals-Hospital S, located in Seoul and 116 patients and 97 employees in Hospital C, located in non-metropolitan province. Multi group analysis and mean analysis in structural equation model (SEM) is used for analysis of difference between groups.
The hospital choice factors are different significantly between internal and external customers of Hospital C, while there is no gaps in Hospital S. And there is a gap of choice factor between external customers of Hospital S and Hospital C, but not between internal customers of the two hospitals. The internal customers in Hospital S have more accurate information about patient’s hospital choice factors than those in Hospital C. Specially, the internal customers in Hospital C are aware of that the human factor is more important choice factor than other factors.
There are many hospital choice gaps between customers or hospital locations. So each hospital need to make more accurate measurement about customer need/behavior for higher customer satisfaction.
Key words: Hospital choice factor, Multiple group analysis, SEM
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