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이영숙 ( Lee Young-Sook ) - 경상대학교병원
정면숙 ( Jung Myun-Sook ) - 경상대학교 간호대학
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Abstract
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Purpose: This study was conducted to evaluate customer satisfaction of general health examination service and to determine how the customer satisfaction affected to revisiting intention, their change of health belief, self-efficacy, and health promoting behavior.
Method: Data were collected with questionnaires from 92 customers, who took general health examination at G University Medical Hospital having symptoms of hypertension, diabetes, high blood cholesterol, and obesity. Data were analyzed by the SPSS for windows 10.0 program.
Result: Level of customer satisfaction were closely related to one of revisiting intention (r=.791, p=.000). 2) Through multiple regression analysis, factors that affect the customer’ revisiting intention were found to be satisfaction in consultation of results (F=126.166, p=.000), examination environment (F=77.490, p=.001), and examination process (F=55.932, p=.024). It could explain 64.4% of customers’ revisiting intention. Group displaying higher level of satisfaction showed highly increase in health belief following the examination, and the difference was statistically significant (t=-2.035, p=.045). They also showed a more improved health promoting behavior following the examination, and the difference was statistically significant (t=-2.316, p=.023).
Conclusion: Health belief and health promoting behavior was improved following the general health examination. In addition, these changes were more significant in customers who displayed in a higher level of customer satisfaction.
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KeyWords
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종합건강검진서비스, 고객만족도, 재이용 의도, 건강신념, 자기효능감, 건강증진행위
Customer satisfaction, General health examination service, Revisiting intention, Health belief, Self-efficacy, Health promoting behavior
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원문 및 링크아웃 정보
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등재저널 정보
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