의료서비스에서 고객지향요인이 서비스가치와 고객만족에 미치는 영향

김민호,박창식,서종범,Kim, Min-Ho,Park, Chang-Sik,Seo, Jong-Bum 보건의료산업학회 2008 보건의료산업학회지 Vol.2 No.1

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

고객만족과 관계마케팅 요인이 행동의도에 미치는 영향

양병화(Byung Hwa Yang) 한국경영학회 2008 經營學硏究 Vol.37 No.1

By shifting the marketing paradigm from transactions to customers, it has been recognized that models for customer satisfaction have to include marketing relational components as a human factor. The studies of customer satisfaction have focused on transactional components such as the perceived quality and the perceived value of products/services. This has limitations as an explanation for dynamic marketing flow which reflects the complicated interaction in the customer-firm dyad. That is why the customer relationship, as a human and relational factor, can play a crucial role in improving the customer retention and loyalty. Thus, this study aims to examine the effects of customer satisfaction and relationship marketing on behavior intention. Specifically, we proposed an extended model for predicting customer satisfaction through the connection of the perceived quality (transactional factor) and the relationship quality(relational factor). For this study, a survey was conducted with 95 male and 275 female customers visiting large discount stores. The hypothesized model was tested by using structural equation modeling with the Maximum Likelihood Method. We first tested the measurement model to identify the constructs of research variables and then analyzed the structural relationships of the constructs. We also examined the effect of common method variance(CMV) in order to control the response bias since the measurement of predictors and criteria variables was obtained from the same source. Results reveal that the measurement model is a reasonable fit to the data with GFI=.93, RMR=.021, RMSEA=.048, IFI=.95, and CFI=.95. The structural model also fits to the data reasonably well(GFI=.93, AGFI=.90, RMR=.023, IFI=.95, CFI=.95) and transactional and relational components both have significant effects on customer satisfaction. In particular, the perceived quality influenced the perceived value and the relationship quality, and then they had strong effects on satisfaction and behavior intention, although the effect of relational management on relationship quality was not statistically significant when the common method variance was controlled. The results also indicate that the explained variance of customer satisfaction in the hypothesized model is 74% and the explained variance of behavior intention is 48%. This implies that relational variables such as relationship quality can effectively explain customer satisfaction and loyalty through the connection of the perceived quality and the perceived value of products/services. Our findings suggest that an integration of customer satisfaction and relationship marketing can be developed as an extended model of customer satisfaction to explain ultimate organizational outcomes including customer loyalty and repeat purchasing. The improvement of product/service quality can increase the exchange value of products and services as well as build high quality customer relationships. As a result, high quality marketing relationships positively affect customer satisfaction and long-term loyalty. This implies that the competitive advantage of customer satisfaction in the current market will be achieved by building the beneficial marketing relationships with the product/service quality. Furthermore, this study provides an insight into how customer-centered management can strengthen the connection of quality → satisfaction → repeat purchasing intention. In other words, the management of customer relationships can be very important to manage customers who are satisfied with the specific product/service but do not purchase it.

고객만족이 기업의 신용평가에 미치는 영향

전인수,전명훈,유정수 한국마케팅학회 2012 ASIA MARKETING JOURNAL Vol.14 No.1

Nowadays, customer satisfaction has been one of company's major objectives, and the index to measure and communicate customer satisfaction has been generally accepted among business practices. The major issues of CSI(customer satisfaction index) are three questions, as follows: (a)what level of customer satisfaction is tolerable, (b)whether customer satisfaction and company performance has positive causality, and (c)what to do to improve customer satisfaction. Among these, the second issue is recently attracting academic research in several perspectives. On this study, the second issue will be addressed. Many researchers including Anderson have regarded customer satisfaction as core competencies, such as brand equity, customer equity. They want to verify following causality “customer satisfaction →market performance(market share, sales growth rate) → financial performance(operating margin,profitability) → corporate value performance(stock price, credit ratings)" based on the process model of marketing performance. On the other hand, Insoo Jeon and Aeju Jeong(2009) verified sequential causality based on the process model by the domestic data. According to the rejection of several hypotheses, they suggested the balance model of marketing performance as an alternative. The objective of this study, based on the existing process model, is to examine the causal relationship between customer satisfaction and corporate value performance. Anderson and Mansi(2009) proved the relationship between ACSI(American Customer Satisfaction Index) and credit ratings using 2,574samples from 1994 to 2004 on the assumption that credit rating could be an indicator of a corporate value performance. The similar study(Sangwoon Yoon, 2010) was processed in Korean data, but it didn't confirm the relationship between KCSI(Korean CSI) and credit ratings, unlike the results of Anderson and Mansi(2009). The summary of these studies is in the Table 1. Two studies analyzing the relationship between customer satisfaction and credit ratings weren't consistent results. So, in this study we are to test the conflicting results of the relationship between customer satisfaction and credit ratings based on the research model considering Korean credit ratings. To prove the hypothesis, we suggest the research model as follows. Two important features of this model are the inclusion of important variables in the existing Korean credit rating system and government support. To control their influences on credit ratings, we included three important variables of Korean credit rating system and government support, in case of financial institutions including banks. ROA, ER, TA, these three variables are chosen among various kinds of financial indicators since they are the most frequent variables in many previous studies. The results of the research model are relatively favorable : R2, F-value and p-value is .631, 233.15 and .000 respectively. Thus, the explanatory power of the research model as a whole is good and the model is statistically significant. The research model has good explanatory power, the regression coefficients of the KCSI is .096 as positive(+) and t-value and p-value is 2.220 and .0135 respectively. As a results, we can say the hypothesis is supported. Meanwhile, all other explanatory variables including ROA, ER, log(TA), GS_DV are identified as significant and each variables has a positive(+) relationship with CRS. In particular, the t-value of log(TA) is 23.557 and log(TA) as an explanatory variables of the corporate credit ratings shows very high level of statistical significance. Considering interrelationship between financial indicators such as ROA, ER which include total asset in their formula, we can expect multicollinearity problem. But indicators like VIF and tolerance limits that shows whether multicollinearity exists or not, say that there is no statistically significant multicollinearity in all the explanatory variables. KCSI, the ...

고객만족위치에 관한 연구

윤성필,임성욱,손은일 한국고객만족경영학회 2008 고객만족경영연구 Vol.10 No.1

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, customer satisfaction Position was developed using Kano model and CS coefficient. The Customer Satisfaction Position represents degrees of customer satisfaction in the future. 최근 고객만족은 꾸준히 성장하는 세계적인 경영의 주된 관심사이다. 이렇듯 많은 기업들은 고객만족을 향상시키기 위해서 고객의 요구를 정확하게 파악하는데 초점을 두고 있다. Kano는 품질의 이원론적인 접근방법으로 물리적 충족에 따른 고객만족의 변화를 효과적인 방법으로 설명하였다. 하지만 결정된 품질특성 안에서 해당 품질특성의 성격이 강한 것과 상대적으로 약한 것의 차이를 무시하는 한계점을 갖고 있다. 이를 극복하기 위하여 Timko는 Kano의 설문결과를 이용하여 고객만족계수를 계산하였고 만족계수와 불만족계수를 사용하였다. 하지만 고객만족계수의 방식도 품질특성을 분류할 수 있을 뿐 고객의 요구품질을 우선적으로 개선해야 하는 부분을 제시하지 못하는 한계점을 갖고 있었다. 따라서 고객 요구사항에서 보다 집중적인 관심이 필요한 우선순위를 파악하는데 도움을 주고자 고객만족위치(Customer Satisfaction Position)를 제시하였다

공공임대아파트 고객만족의 결정요인

박용치(Yong Chie Park),김승규(Seung-Kyu Kim) 서울행정학회 2006 한국사회와 행정연구 Vol.17 No.1

This study is to construct and test hypotheses regarding the customer satisfaction of renters living in rental apartments constructed by S public corporation using both empirical data and a priori theory. The primary objective of this study is to examine variables affecting customer satisfaction, to use these variables construct meaningful hypotheses, and to test them using the appropriate method. The secondary objective is use path analysis to determine whether there is a path of cause and effect among these variables. And this study has adopted a path analysis model based on causal modeling. This study is primarily concerned with making inferences about the pattern of causal relationships among nine variables: X1: SES of renter, X2: surroundings of leasing apartment, X3: education and school zoning, X4: working attitude of management office, X5: management of safety and environment, X6: social psychology of renter, X7: balance of expectation and reality, X8: degree of customer satisfaction. The effects of the independent and intervening variables on the dependent variable may be divided into direct and indirect ones. When the direct and indirect effects on customer satisfaction are assessed, we note that the surroundings of apartment (X2) have the largest effect (100% indirect) on customer satisfaction. Work attitude of management office (X4) has the second largest effect (37.54% direct) on customer satisfaction. Education and school zoning (X3) has the third largest effect (56.14% direct) on customer satisfaction. The remaining variables are listed in order of influence on customer satisfaction: X7: balance of expectation and reality, Y6: social psychology of renter, X5: management of safety and environment, and X1: SES of renters. The model under study explains about 75.99 of the variation (R2=0.7599) in the customer satisfaction of renters of rental apartments. There are several policy and management implications that result from this study. First, customer satisfaction is a very complex process that is affected by many factors. Great efforts are required by organizations to enhance the degree of customer satisfaction. Second, balance between expectation and reality has a considerable effect on customer satisfaction. This means the apartment manager should try to reduce management costs to renters by assuring management efficiency. Third, socio-psychological factors also affect to the customer satisfaction. So apartment managers should consider the emotional and psychological needs of the customer. Fourth, general management of the apartment, including environmental and safety considerations, also affect customer satisfaction. Managers should motivate their employees to assure high standards are met. Fifth, education and school zoning in the area also affect customer satisfaction. When building public rental apartments, Spublic corporation managers should keep in mind these variables when selecting locations.

중국 시장에서 고객 만족 지수의 효과에 관한 연구: 시장 환경의 조절 역할을 중심으로

서해진,조안연,송태호,김태완 부산대학교 중국연구소 2018 Journal of China Studies Vol.21 No.4

By satisfying customer, firms can improve their performance through favorable image, word of mouth, recommendation, and repurchase. Customer satisfaction has been being an important role for both practitioners and academia, and its importance is growing. Companies invest heavily in managing and enhancing customer satisfaction. However, there are mixed conclusions from empirical studies about the effect of customer satisfaction on the financial performance. Hence, we investigate the effect of customer satisfaction on the financial performance of firms. Most of the previous studies on customer satisfaction were conducted on the market in the United States. Results of the US market studies might not reflect the characteristics of other countries. Therefore, it is necessary to examine the effect of customer satisfaction in the Asian market, which can lead to a customer satisfaction management strategy suitable for the individual Asian markets. Also, previous researches mainly examined psychological factors affecting customer satisfaction. However, factors such as the environmental characteristics of the market can affect customer satisfaction as well. Therefore, we examine the effect of customer satisfaction on firms’ financial performance in the Asian markets including Republic of Korea and China from a comparative perspective. We focus on the impact of industry type, different characteristics of products and services on the customer satisfaction formation. Results show that these difference in customer satisfaction formation process can influence on the relationship between customer satisfaction and financial performance. We provide strategic guidelines by comparing two Asian markets dividing industrial types into manufacturing and service industries, and examining the relationship between customer satisfaction and firm’s performance by industry types.

고객에 대한 미용기술서비스 만족에 영향을 미치는 요인에 관한 연구

심미자(Mi-Ja Sim),김은숙(Eun-Suk Kim),조명숙(Myeung-Suk Cho) 한국인체예술학회 2004 한국인체미용예술학회지 Vol.5 No.1

This study conducted a questionnaire survey toward man customers and woman customers of hair dresser"s shops, who are living in Daegu, Kyungbuk, in order to know factors influencing on customers" satisfaction with technical services for hair beauty. This questionnaire by personal self-administration was carried from November 25th to December 15th, 2003, 423 copies out of collected data were used for this study. This paper used one-way ANOVA in order to know satisfaction degrees by factors toward customer techniques and satisfaction degrees toward customer techniques, according to examinees" general characters and hair-related characters. Correlation Analysis was used to know relations between satisfaction degrees toward customer techniques and related factors, and Multiple Regression Analysis was used to examine effect degrees between satisfaction degrees toward customer techniques and related factors. Summing up this study, results are as follows; 1. In satisfaction degrees by factors toward customer techniques according to general characters and hair-related characters, as for satisfaction degrees by factors toward customer techniques according to general characters, money amount satisfaction toward technique service showed significant differences in age and religion(p<0.05), age, educational degree, monthly income showed significant differences concerning psychological satisfaction with hair-style change(p<0.05). Satisfaction with hair style directions proper for face shape were significantly different from age(p<0.05), satisfaction with technical expertness were significantly different in marital status, age, educational background(p<0.05),satisfaction with getting special techniques were significantly different from age(p<0.05). In satisfaction degrees by factors toward customer techniques according to hair-related character, money amount satisfaction with technique service were significantly different from frequency of using hair dresser"s shops for 1 year(p<0.05), cost-appropriateness satisfaction in the technical side were significant different from sorts of hairdye(p<0.05). Psychological satisfaction with hair style change was significantly different from sorts of hairdye, ratio of white hair, and frequency of using hair dresser"s shops for 1 year(p<0.05), satisfaction with hair style directions proper for face shape were significantly different from hair length, sorts of hairdye, customers" recent use term of hair dresser"s shops(p<0.05), satisfaction with technique expertness showed significant differences in hair length, sorts of hairdye, ratio of white hair(p<0.05). Satisfaction with getting special techniques were significantly different from sorts of hairdye(p<0.05). 2. In satisfaction degrees toward customer techniques according to examinees" general characters and hair-related characters, satisfaction degrees toward customer techniques showed significant differences in age only(p<0.05), satisfaction degrees toward customer techniques according to hair-related characters showed significant differences in hair length and hair style states(p<0.05). 3. In correlation between satisfaction degrees toward customer techniques and related factors, factors showing plus significant correlation were money amount satisfaction toward technical services, cost-appropriateness in the technical side, psychological satisfaction with hair style change, hair style directions proper for face shape, satisfaction with technical expertness, and acquirement of special technique. Among those factors, satisfaction with technical expertness showed the highest correlation in its correlation coefficient 0.5511. 4. Factors showing significant effects in the Regression Analysis on satisfaction degrees toward customer techniques and related factors wer

Toward Developing a National Customer Satisfaction Index in Jordan

Dia Zeglat(Dia Zeglat ),Ibrahim Mukattash(Ibrahim Mukattash ) People&Global Business Association 2023 Global Business and Finance Review Vol.28 No.3

Purpose: This research aims to develop a national index to measure customer satisfaction in Jordan. Based on householders' perspectives and assessments, this index will form a national measurement of customer satisfaction with goods and services offered in Jordan. Design/methodology/approach: T he r esearchers p erformed a s ystematic literature r eview (SL R) b y reading and analyzing the previous primary studies, using pre-specified search and inclusion criteria. In this study customer satisfaction index was defined and developed to the same degree as those that adopted specified customer satisfaction index principles in their development and application. Findings: Using the developed Jordanian Customer Satisfaction Index (JCSI), each sector, industry, and company included in the index will get a customer satisfaction score. The JCSI will measure customer satisfaction in 15 major economic sectors in Jordan. It contains three items to measure and track customer satisfaction using three facets of satisfaction―an overall rating of satisfaction, performance against expectations, and performance against the customer's ideal service. Research limitations/implications: The JCSI will encourage all Jordanian household consumers to give customer satisfaction feedback on purchasing and using goods and services. In this regard, this proposed national index will be helpful for consumers, managers, and policymakers. Originality/value: This paper developed a national customer satisfaction index in Jordan by using two perspectives(i.e., micro and macro levels). The proposed index in this paper is going to offer a multi-industry index to measure and benchmark Jordanian consumers’ satisfaction with goods and services produced and delivered in the Jordanian market.

종업원 만족이 고객 만족에 영향을 미치는 경로에 관한 연구

이진호(Lee, Jin Ho),유한주(Yoo, Han Joo) 한국서비스경영학회 2013 서비스경영학회지 Vol.14 No.2

Although a substantial body of research confirms the positive impact of employee satisfaction on customer satisfaction mainly based on the concept of emotional contagion and service-profit chain model, these two streams of research leave much to be desired. Against this background, this research aims at providing more comprehensive causal relationship of constructs involving paths from employee satisfaction to customer satisfaction - employee satisfaction, customer-focused behavior, perceived service quality, perceived service costs, customer value, customer satisfaction. The empirical test was conducted in the power plant maintenance service context. After deleting outliers a total of 297 dyadic cases consisting of a service staff response and one related customer response was analized employing structural equation model two step approach. This research provides meaningful insights into the effect paths from employee satisfaction to customer satisfaction. First, three effect paths from employee satisfaction to customer satisfaction were identified. Second, employee satisfaction has no significant direct impact on customer satisfaction, Third, customer-focused behavior has direct impact on the customer`s perceived service costs, however no support for the claim that it has significant impact on perceived service quality is found. Finally, service costs as well as service quality have an direct impact on customer value. The results have some theoretical and research implications, at the same time offer meaningful managerial suggestions. Managers should devote effort significantly to enhance employee satisfaction in order to improve service quality and take action to value customer-focused helping behavior of their employees in order to make customers feel service costs acceptable

The Effect of Employees’ Job Satisfaction on Customer Satisfaction and Loyalty: An Empirical Study in Vietnam

Quoc Nghi NGUYEN,Van Ba HUYNH,Van Nam MAI,Thi Hong Loc HOANG 한국유통과학회 2021 The Journal of Asian Finance, Economics and Busine Vol.8 No.12

In the context of economic integration and fierce competition, organizations are very concerned about customer orientation so as to build close relationships and ensure customer satisfaction and improve customer loyalty. In company strategy, customer relationship orientation is critical. Customer satisfaction and loyalty will improve if employees perform well in the customer-oriented process. The study’s purpose is to examine the links between doctors’ job happiness, customer orientation, customer satisfaction, and customer loyalty in international hospitals in Vietnam. In international hospitals, data was collected from 204 clinicians and 408 patients. By applying structural equation modeling. The study found that doctors’ job satisfaction had a significant impact on customer orientation and satisfaction in international hospitals. Customer satisfaction may be improved with a good customer orientation. The doctors’ job satisfaction and effective customer orientation improve customer satisfaction and loyalty towards international hospitals in Vietnam, thanks to the impact of spreading emotions. In particular, if doctors are satisfied with their jobs, it promotes customer satisfaction when using medical services at international hospitals. The study has proved the essential role of customer-oriented strategy and doctors’ job satisfaction in customer satisfaction and loyalty towards international hospitals.