의료환경에서 서비스품질상황이 서비스품질과 경영성과에 미치는 영향

다국어 초록 (Multilingual Abstract)

  This paper proposes a contingency theory of service quality management that relates organizational quality context, service quality and business performance in hospital industry. Quality context describes the environment related to service quality practices within a hospital which generally encourages and enhances service quality. Results from the empirical study indicates that service quality have a strong positive impaction on transaction satisfaction, and are affected by quality context. In addition, service quality mediator quality context, customer satisfaction and financial performance. The results indicate that hospital organizational quality context influence managers’ perceptions of service quality management. This suggests that knowledge of organizational quality context is useful for explaining and predicting service quality management practice. To increase customers’ perceptions of service quality and satisfaction managers must establish service quality management system and environment management system related to service quality practices within a hospital.

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