의료서비스 품질에 미치는 요인에 대한 실증적 연구

esus focused most of His ministry on the proclamation of the Word and His ministry of healing. Jesus' healing work was not defective in the slightest, and He healed the whole person perfectly. However, today's human medical practice, although it provides services for a fee, is not perfect, leading to dissatisfaction among medical consumers. In this study, in order to find out the influence of factors affecting the quality level of medical services in Korea that affect the satisfaction of medical consumers, we tried to test the difference between patients' expectations and perceived experiences of medical services using a SERVQUAL model. Regarding these quality levels and factors, we decided to find out whether there are differences according to gender, age, size of medical institutions, and type of treatment, and hypotheses were established and tested. The sample distributed questionnaires to 400 randomly selected people among office workers, and 197 cases recovered were a valid sample. The survey period is from April 1 to November 19, 2022. The statistical package used to analyze the questionnaire is IBM-SPSS. v.26. As a result of the empirical analysis, the factors affecting the quality of medical services appeared in the order of reactivity-empathy-fluidity-guarantee-reliability, and it was confirmed that reactivity was the most important factor and reliability was the least influential. This can be seen as a general of factors rather than any one particular factor that determines the quality of medical services. On the other hand, in tests of demographic variables for the quality of medical services or differences according to the size of hospitals and the type of care, some factors were adopted and some factors were rejected.