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군 원격의료서비스 질이 이용만족도 및 충성도에 미치는 관련성 분석
김동환 ( Donghwan Kim ),노효근 ( Hyokeun No ),정보연 ( Boyoen Jung ),장준수 ( Joonsu Jang ),박은경 ( Eunkyung Park ),신기해 ( Gihae Shin ),김재서 ( Jaeseo Kim ) 국군의무사령부 2022 대한군진의학학술지 Vol.53 No.1
Objective: In this study, the qualitative factors of telemedicine service implemented in the military were divided into five component dimensions by applying the theory of SERVQUAL, and then the relationship between user satisfaction and customer loyalty was studied. Method: For the research data, the results of a satisfaction survey on 1,116 military telemedicine satisfaction surveys conducted for one month from November 1 to November 31, 2021 were used for soldiers in remote areas of the military who had experience using telemedicine Results: Among the quality of military telemedicine service, tangibility, responsiveness, certainty, reliability, and empathy were found to have an effect on user satisfaction, and for customer loyalty, certainty and empathy were found to have an effect. Conclusion: Efforts to rethink the reliability and acceptability of the current telemedicine service through replacement of outdated telemedicine equipment and performance improvement, expansion of pharmaceuticals in telemedicine units, and improvement of medical services through periodic CS training to increase loyalty This is constantly needed.