This study was intended to investigate the level of satisfaction with medical services among outpatients using the dialysis room of the hospital opened six years ago. For this purpose, the questionnaire research was conducted over the period between Oct 15 and Oct 31, 2012. 70 questionnaires were distributed and used for analysis. Collected data were statistically analyzed with the use of the SPSS 15.0 program. To investigate their general characteristics, frequency analysis was conducted. T-test and one-way ANOVA were conducted to investigate whether there was a difference in medical service quality , customer satisfaction and hospital loyalty according to the major general characteristics of the patients using the dialysis room. For post-hoc test, Duncan"s multiple rang test was conducted. As a result, the following findings were obtained:
1) An investigation of patients' medical service satisfaction showed that they had the high reliability of 4.28 and the high empathy of 4.27, and the positive tangibility of 4.03 but the negative access of 2.74. .
2) It was found that there was no significant difference in medical service satisfaction between inpatient and outpatient according to general characteristics.
3) It was found that there in ralation to the relationship between medical service quality and customer satisfaction, empathy (r=.652 , p<.001), reliability(r=.630 , p<.001), tangibility(r=.634 , p<.001) and access (r=.546 , p<.001) had a significant positive correlation with customer satisfaction.
And it was found that in relation to the relationship between miedical service quality and hospital loyalty, empathy(r=.625 , p<.001), reliability(r=.625 , p<.001), tangibility(r=.537 , p<.001) and access(r=.536 , p<.001) had a significant positive correlation with hospital loyalty.
This shows that there is a close relationship among medical service quality, customer satisfaction and hospital loyalty.