지각된 조직·개인역량이 업무수행, 환자경험만족, 재방문의도에 미치는 영향: H의료기관을 중심으로

초록

This study empirically examines the effects of the perceived organizational and personal capabilities on performance of tasks, patient experience satisfaction, and revisit intention to derive strategic implications for the operation required to strengthen the hospital’s competitiveness. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 203 pairs of medical provider(i.g., doctors and nurses) to one inpatient as 1:1 respondents in H-medical center. The results indicate that the degree of education and training support in relation to perceived organizational capacity and performance does not significantly affect the performance of the task, but the responsiveness has a significant impact on the performance of the task. Second, the degree of participation and the use of education and training, which are individual capabilities, have positive effects on both performance of the task. Third, it both of perceived organizational and personal capabilities have a positive effect on the hospital's work performance and patient experience satisfaction and revisit intention. Fourth, patient experience satisfaction has a positive effect on revisit. Therefore, the results presented in this study can be used as basic data when establishing operational strategies and measures for each medical institution.

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