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노인의료요양시설의 고객충성도에 영향을 미치는 요인

 Influencing Factors on Customer Loyalty in Nursing Homes

간호행정학회지 2009년 15권 3호 p.455 ~ 462
KMID : 0614820090150030455
염영희 ( Yom Young-Hee ) - 중앙대학교 간호학과

이미애 ( Lee Mi-Aie ) - 동국대학교 간호학과

Abstract

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes.

Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression.

Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents’ length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty.

Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.
KeyWords
보건의료서비스, 고객만족, 노인요양시설
Quality of health care, Consumer satisfaction, Nursing homes
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학술진흥재단(KCI) KoreaMed