| Positioning patient-perceived medical services to develop a marketing strategy. | |
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MedLine Citation:
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PMID: 22281998 Owner: NLM Status: In-Data-Review |
Abstract/OtherAbstract:
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In today's medical market, marketing philosophy is being rapidly transformed from customer searching to patient satisfaction and service improvement. The principal objective of this study was to contribute to the establishment of a desirable medical marketing strategy, through the factors of customer satisfaction and the positioning of patients' perceptions by marketing institutions. The data were collected from 282 students of the College of Public Health and Medicine in Seoul. The survey tools were developed using the SERVQUAL scale. Analysis in this study involved both statistical and network analysis. The former was used to verify the determinants of service satisfaction as perceived by respondents, via factor analysis and multiple regression analysis. The latter was obtained using a positioning map and 2-mode network analysis with the matrix data converted from raw data. The determining factors for patient satisfaction were identified as facilities, accessibility, process, physicians, and medical staff. The regression equation was significant (R = 0.606), and the most influential variable was the service quality of physicians (β = .569). According to multidimensional scaling, the positioning of medical institutions indicated that patients' perceptions were affected by hospital size and specialization. By recognizing and managing patient satisfaction, medical institutions are able to foster customer loyalty and, in turn, to enhance service quality. It is necessary to develop an adequate marketing mix to provide better medical services and to overcome medical competition among institutions. |
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Authors:
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Minsoo Jung; Myung-Sun Hong |
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Publication Detail:
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Type: Journal Article |
Journal Detail:
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Title: The health care manager Volume: 31 ISSN: 1550-512X ISO Abbreviation: Health Care Manag (Frederick) Publication Date: 2012 Jan |
Date Detail:
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Created Date: 2012-01-27 Completed Date: - Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 100896672 Medline TA: Health Care Manag (Frederick) Country: United States |
Other Details:
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Languages: eng Pagination: 52-61 Citation Subset: H |
Affiliation:
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Author Affiliations: Health Science Research Institute, Korea University, Seoul, Republic of Korea, and Center for Community-Based Research, Dana-Farber Cancer Institute, Boston, Massachusetts (Dr Jung); and Department of Health Administration and College of Health Science, Gachon University of Medicine and Science, Incheon, Republic of Korea (Dr Hong). |
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From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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