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이은휘 ( Lee Eun-Hwi ) - 중앙대학교 용산병원 외래
반영란 ( Ban Young-Ran ) - 중앙대학교 용산병원 외래
서종희 ( Seo Jong-Hee ) - 중앙대학교 용산병원 외래
김미경 ( Kim Mi-Kyung ) - 중앙대학교병원 용산병원 외래
서순원 ( Seo Soon-Won ) - 중앙대학교 용산병원 외래
이은경 ( Lee Eun-Kyung ) - 중앙대학교 용산병원 외래
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Abstract
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Purpose: This study is to identify predictors of customer loyalty on outpatients. The sample consisted 200 outpatients who visit the C university hospital in Seoul. Data were collected from September 14, 2009 to October 9, 2009 through self report questionnaire.
Methods: The data were analyzed using factor analysis, partial correlation analysis, one-way ANOVA, and multiple regression analysis with the SPSS for Windows 12.0 program. Three structured instruments were used to collect the data: Medical service quality measurement, Customer loyalty questionnaire, switching barrier questionnaire which were developed by the researcher.
Results: The result of this study are as follows. 1) The most important predictor was the medical service quality.
The explanation showed 67.0% for medical service quality, 63% for switching barrier 4% and for type of the residency 1% 2) The most important predictor of the Customer loyalty was the medical service quality. The switching barrier effected it secondly. The general characteristics was affected by the type of the residency. The mean scores of medical service quality(5.23±1.04), switching barrier(5.18±1.04) and customer loyalty(5.18±1.04) were respectively.
Conclusion: This study has drawn the loyalty in the medical service of outpatients. Further more, This result can be used in the marketing program for getting predominant lasting competition among the hospital.
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KeyWords
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고객충성도, 의료서비스 질, 전환장벽
Customer loyalty, Medical service quality, Switching barriers
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원문 및 링크아웃 정보
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등재저널 정보
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