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박현숙 ( Park Hyun-Sook ) - 경운대학교 간호학과
박상연 ( Park Sang-Youn ) - 경북대학교 간호대학
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Abstract
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Purpose: The purpose of this study was to identify the relationship among medical service quality, service value, customer satisfaction in general hospitals.
Method: The subjects were 213 patient at 4 hospitals in Daegu and Gyeongbuk. Data was collected using structured questionnaire from Oct 4 to 24, 2007. The collected data were analyzed using the SPSS WIN 12.0 program for descriptive statistics, Pearson correlation coefficient, and Stepwise multiple regression.
Result: The mean score of medical service quality was 3.89, customer perceived value was 3.69, and customer satisfaction was 3.83. In the 5 factors of medical service quality, significant predictors influencing customer perceived value were reliability(β=.478, p=<.001), empathy(β=.194, p=.012), and assurance(β=.189, p=.017). In case of customer satisfaction, significant predictors were reliability(β=.247, p=<.001), service value (β=.362, p=<.001), empathy(β=.216, p=<.001), and tangibility(β=.169, p=<.001).
Conclusion: These results indicate medical service quality had a significant effect on service value and customer satisfaction. Therefore, to maintain service value and customer satisfaction, the efforts to improve medical service quality, especially reliability factor might be needed.
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KeyWords
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서비스, 고객만족
Service, Customer Satisfaction
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원문 및 링크아웃 정보
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등재저널 정보
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