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지방의료원의 의료서비스 품질과 가치, 명성, 고객만족 및 병원애호도 사이의 상호관련성 연구
강현수 ( Hyun Soo Kang ),이문성 ( Munsung Rhee ),현숙정 ( Sook Jung Hyun ) 한국병원경영학회 2015 병원경영학회지 Vol.20 No.4
This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals? reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer`s satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.