의료기관평가, 내부서비스품질, 서비스가치, 경영성과와의 관계

This study empirically investigates the causal relationship between hospital evaluation programme and managerial performance in general hospital organizations. This paper proposes that internal service quality, service value and customer satisfaction cause this relationship. A Structural model and several hypotheses were developed regarding the relationships. Based on the collected data from 20 hospitals, structural model was analyzed with Amos 5.0. The results can be summarized as follows: First, hospital evaluation programme had a positive significant on internal service quality and service value. However, it did not have positive significance on customer satisfaction and managerial performance. Second, the higher internal service quality, the higher the (1)service value and (2)managerial performance. Third, the higher service value, the higher customer satisfaction. Fourth, the higher customer satisfaction, the higher managerial performance. It was founded that internal service quality, service value and customer satisfaction were playing mediating roles between hospital evaluation programme and managerial performance. At the end of the paper, managerial implication and future research directions are discussed.