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년
월
2011
2
석사학위논문
전남지역 의료기관의 경영성과
영향요인에 관한 실증 연구
고객지향성의 매개효과 검증
-
-조 선 대 학 교 경 영 대 학 원
경 영 학 과
김
번
웅
전남지역 의료기관의 경영성과
영향요인에 관한 실증 연구
고객지향성의 매개효과 검증
-
-- Centering
2011
年
2
月
25
日
조 선 대 학 교 경 영 대 학 원
경 영 학 과
김
번
웅
전남지역 의료기관의 경영성과
영향요인에 관한 실증 연구
고객 지 향성 의 매개 효 과 검 증
-
-지도교수 윤
종 록
이 논문을 경영학석사학위신청논문으로 제출함
2010
年
10
月
조 선 대 학 교 경 영 대 학 원
경 영 학 과
김
번
웅
김번웅의 석사학위논문을 인준함
위원 장 조선대학교 교수
이 한 재
인
위
원
조선대학교 교수
서 성 호
인
위
원
조선대학교 교수
윤 종 록
인
2010
年
12
月
조 선 대 학 교 경 영 대 학 원
-- Centering
With the aggravating competition among medical centers and rapid change of medical environment, the hospital management strategy has been focusing on enhancing the internal capability of a hospital and achieving the management goals by making organizational structure focusing on the customer orientation.
It is more emphasized in the service enterprises where employees directly contact the clients, especially in medical service fields.
This study tried to identify the impact of internal capability of a hospital to the customer-orientation of employees. To this end, 400 questionnaires were distributed to those in charge of administration or general affairs in 400 hospitals with more than 30 beds in Korea and 340 questionnaires were collected. Among them, 340 questionnaires were analyzed and 60 questionnaires were disposed because of insufficient answers.
6
-The followings are the analysis results of this study.
First, for the relationship between hospital capability and management performance, the hospital capability had positive significant impact on management performance in the order of financial resource capability. Other capability factors had indirect and significant impact on the management performance through the media, customer orientation. In other words, the financial resource capability, medical technology resource capability and management innovation capability had positive significant impact on the management performance with the customer orientation as a medium. Human resource capaility had the positive significant impact on the management performance with the customer orientation as the medium.
sewnd, in the relationship between hospital capability and customer orientation, the hospital capability had the positive significant impact on the customer orientation in the order of Finally, for the relationship between customer orientation and management performance, the customer orientation had positive significant impact on the management performance.
The followings are the suggestions from this study. this study is meaningful because it identified the impact of hospital capabilities to the management performance with service orientation and customer orientation as the media. Accordingly, the major antecedent variable of relation quality between customers and enterprises was the customer value and the major result variables of relation quality was customer loyalty. In that aspect, the sustainable competitive advantage could be secured when establishing the long-term relationship between enterprises and customers by supplying, developing and distributing the resources to the customer-oriented orgnaization suitable for service enterprises.
In accordance with the analysis on the customer orientation of employees the internal capability of a hospital had the positive impact on the management performance with. The customer orientation on the employees level as the media. Accordingly, the customer-oriented efforts of medical institutions will enable to secure the sustainable competitive advantages through the roles evaluating the customer satisfaction and customers' opinions on medical institution as well as improve the efficiency of service business inside the medical institutions.
-서
론
.
Ⅰ
이론적 배경
.
Ⅱ
연구모형의 설계 및 가설의 설정
.
Ⅲ
연구방법
.
Ⅳ
실증분석
.
Ⅴ
결
론
.
Ⅵ
11 -구 분 년 2005 2006년 2007년 전체수 개수 비율 전체수 개수 비율 전체수 개수 비율 종별 종합병원 286 0.00% 288 7 2.40% 308 3 1.00% 병원 907 70 7.70% 835 54 6.50% 1029 94 9.10% 요양병원 193 17 8.80% 560 54 9.60% 계 1193 70 5.90% 1316 78 5.90% 1897 151 8.00% 설립 형태 개인 603 47 7.80% 653 50 7.70% 1038 125 12.00% 의료법인 310 19 6.10% 367 21 5.70% 504 17 3.40% 학교법인 75 0.00% 74 0.00% 78 0.00% 기타 205 4 2.00% 222 7 3.20% 277 9 3.20% 계 1193 70 5.90% 1316 78 5.90% 1897 151 8.00% 병상 규모 미만 100 515 45 8.70% 543 42 7.70% 863 103 11.90% 100-199 282 15 5.30% 323 21 6.50% 531 34 6.40% 200-299 192 10 5.20% 223 11 4.90% 258 11 4.30% 이상 300 204 0.00% 227 4 1.80% 245 3 1.20% 계 1193 70 5.90% 1316 78 5.90% 1897 151 8.00%
-의료기관 역량의 개념과 유형
2.2.1.
-의료역량과 경쟁우위
2.2.2.
Wernerfelt(1984) ⦁
Dierick & Cool(1989) ⦁
Reed & DeFillipi(1990) ⦁
Barney(1991) ⦁
Andrews(1971) ⦁
Hofer & Schendel(1978) ⦁
Pranalad & Hamel(1990) ⦁
Ulrich & Lake(1991) ⦁ Competitive Advantage Cost or differentiation ⦁ Preemption ⦁ Future Position ⦁ Capabilities Technology Distribution ⦁ ⦁ Production Procurement ⦁ ⦁ Design Services ⦁ ⦁ Resources
Basic Requirements Key Characteristics Valuable Tacit(casually
⦁ ⦁
Non substitutable ambiguous) ⦁ Socially complex ⦁ Rare(firm specific) ⦁ Poter(1980, 1985) ⦁ Ghemawat(1986) ⦁ Lieberman & ⦁ Montgomery(1988) Hamel & Prahalad(1994) ⦁ Polanyi(1962) ⦁ Rumelt(1984) ⦁ Teece(1987) ⦁ Itami(1987) ⦁
-고객지향성의 개념
2.3.1.
31
-연구방법
변수의 조작적 정의 및 측정
4.1.
변수의 조작적 정의
4.1.1.
45
-α α
59 -χ
61 -α β α β α β β β β β β β β β β β
β β
63 -β ***p<0.001; **p<0.01; *p<0.05 β β β β
β
β
65 -β
75
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79
-설
문
지
안녕하십니까?
본 설문지는
"
의료기관 역량이 경영성과에 미치는 영향에 관한
실증연구 를 위한 자료를 수집하기 위해 작성된 것입니다
"
.
설문조사에서 얻어진 모든 정보는 통계 처리되기 때문에 본 설문에
기재되는 사항은 비밀이 보장됨은 물론
,
무기명으로 처리되며
,
본 연구 이외의 어떠한 목적으로도 사용하지 않을 것을 약속드립니다.
또 한
,
분 석 결 과 가 높 은 품 질 의 의 료 서 비 스 와 고 객 만 족 을
제 공 하 기 위한 자료로 쓰이게 될 것입니다.
여러 분의 응 답이 매우 중 요하 므로
,
성 실하 게 응답 해 주시 면
대단히 감사하겠습니다.
감사합니다.
년
월
2010
8
연 구 자
:
조선대학교 경영대학원
김
번
웅
H.P 010-3640-9038
지도교수
:
조
선 대 학 교 경 영 학 부
교수
윤
종
록
H.P 018-611-6824
-다음은 일반적 특성에 관한 사항입니다 . . Ⅴ 해당하는 곳에 ( √ )표 해주기 바랍니다.
