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- 저자 : 이은휘;반영란;서종희;김미경;서순원;이은경 (검색결과 1 건)
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이은휘;반영란;서종희;김미경;서순원;이은경 중앙대학교 의과대학 간호학과 간호과학연구소 2009 중앙간호논문집 Vol.13 No.-
Purpose: This study is to identify predictors of customer loyalty on outpatients. The sarnple consisted 200 outpatients who visit the C university hospital in Seoul. Data were collected from September 14. 2009 to October 9. 2009 through self report questionnaire. Methods: The data were analyzed using factor analysis, partial correlation analysis, one-way ANOVA, and multiple regression analysis with the SPSS for Windows 12.0 program. Three structured instruments were used to collect the data : Medical service quality measurement. Customer loyalty questionnaire. switching barrier questionnaire which were developed by the researcher. Results: The result of this study are as follows 1) The most important predictor was the medical service quality. The explartation showed 67.0% for medicall service quality, 63% for switching barrier barrier 4 % and for type of the residency 1% 2) The most irnportant predictor of the Custorner loyalty was the medical service quality. The switching barrier effected it secondly. The general characteristics was affected by the type of the residency. The mean scores of medical service quality(5.23±1.04), switching barrier(5.18±1.04) and customer loyalty(5.l8±1.04) were respectively. Conclusion: This study has drawn the loyalty in the medical service of outpatients. Further more. This result can be used in the marketing prograrn for getting predominant lasting competition among the hospital.
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