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A.2 : 경영품질(1) : A.2.4 ; 장기요양서비스의 품질 결정요인이 서비스 만족도 및 구전의도에 미치는 영향
이난영 ( Ran Young Yi ),김장현 ( Jang Hyun Kim ),정성화 ( Seong Wha Jung ) 한국품질경영학회 2011 한국품질경영학회 학술대회 Vol.2011 No.1
In this study, we understand that the image of long-term care facilities, the service-quality and so on influence customer-satisfaction and referral. Through this study, we derive the right direction of long-term care services in the future. As a result, assurance in the service-quality affects both customer-satisfaction and word-of-mouth. The external factors as tangibles only effect word-of-mouth. The internal factors as reliability, responsiveness and empathy influence customer- satisfaction not as much as word-of-mouth.