earticle

영어

The purpose of this study is to examine how much the service quality of the radiology department at the hospital is influential to customers' satisfaction and intents of reusing the department and informing it to others. For the purpose, this researcher surveyed 201 patients whon used the radiology department at the hospital. Findings of the study can be summarized as follows. First, the surveyed patients' perceptions of the service quality of the radiology department in accordance with their demographic characteristics were investigated to find that among the subjects, women were perceiving the radiological technician as more kind than men were. Among the subjects, women were higher in customer satisfaction about the service quality of the radiology department and intents of reusing the department and informing it to others than men were. Second, out of factors of the radiology department's service quality, those who were significantly affecting customer satisfaction included waiting time for treatment at the department, kindness of the radiological technician, environment of the radiography room and facilities of the department. Third, customer satisfaction was significantly affecting the intent of reuse. Fourth, customer satisfaction was significantly influencing the intent of informing to others. In other words, the more customers are satisfied with the service quality of the radiology department, the more they are likely to inform the department to others and reuse it. In conclusion, the sustainable growth and effective management of the medical institution requires improving the service quality of its department of radiology and thereon maximizing customer satisfaction.