|
|
|
|
하은효 ( Ha Eun-Hyo ) - 해군해양의료원 내과
|
|
Abstract
|
|
|
|
|
Purpose: The purpose of this study was to investigate the relationship among the following: the quality of military medical service, customer satisfaction, subsequent intent to use the facility and recommend it to others.
Method: In this study, medical service quality was classified into four groups, including tangibility, level of responsibility, level of assurance and level of empathy.
Result: In the results analysis, customer satisfaction was divided into four groups. Also, there was a relationship between customer satisfaction and intention to reuse the facility and recommend it to others. Potential customers scored service quality as the lowest of any of the four subject groups. A distinction was made between customers who patronize only military hospitals and customers who patronize both general and military hospitals. A significant difference was found
only in the area of quality assurance.
Conclusion: Through this study, military hospitals should attempt to understand the relationship among the variables and recognize the necessity for endeavoring to improve military medical service. Additionally, there needs to be an understanding of the four quality items and the levels of satisfaction with medical service, as they apply to medical service. This understanding should translate into an overall better customer experience.
|
|
|
KeyWords
|
|
군병원, 서비스품질, 만족도
Military Hospital, Service Quality, Customer Satisfaction
|
|
|
원문 및 링크아웃 정보
|
|
|
|
|
|
등재저널 정보
|
|
|
|
|
|
|