의료서비스 품질요인이 환자충성도에 미치는 영향에 관한 연구 : SERVPERF 척도를 중심으로 = The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVFERF

다국어 초록 (Multilingual Abstract)

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.

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