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염영희 ( Yom Young-Hee ) - 중앙대학교 간호학과
이인자 ( Lee In-Ja ) - 중앙대학교 간호학과
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Abstract
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Purpose: The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients.
Methods: A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model.
Results: The modified model yielded Chi-square=7.96 (p=.019), df=2, /df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty.
Conclusion: These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.
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KeyWords
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의료서비스 품질, 서비스 가치, 고객만족, 고객충성도
Quality of Health Care, Service Value, Customer Satisfaction, Customer Loyalty
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원문 및 링크아웃 정보
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등재저널 정보
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