환자가 인지하는 의료서비스 질이 지각하는 가치와 만족도 및 재이용 의도에 미치는 영향 -전문병원과 일반병원을 중심으로-

지경자 ( Kyung Ja Ji ),박천만 ( Chun Man Park ),이종렬 ( Jong Ryol Lee ) 대한보건협회 2011 대한보건연구 Vol.37 No.2

Objectives: This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, admission procedure, hospital image, service quality of physicians that patients perceived. Methods: Both inpatients and outpatients were selected from one specialty hospitals and one general hospitals in D city. Questionnaire survey was employed to collect data from the subjects. Results: 1. Specialty Hospitals. For inpatients, hospital image and service quality of medical technicians have an effect on perceived value. Service quality of physicians has an effect on the patient satisfaction. For outpatients, hospital image and service quality of physicians and medical technicians have an effect on perceived value. Outdoor environment, hospital image, service quality of physicians and medical technicians, and perceived value have an effect on patient satisfaction. Perceived value and patient satisfaction have an effect on revisit intention. 2. General Hospitals. For inpatients, hospital image has an effect on the perceived effect. Service quality of medical technicians has an effect on the patient satisfaction. Perceived value and patient satisfaction have an effect on the revisit intention. For outpatients, hospital image and service quality of physicians and medical technicians have an effect on the perceived value. Outdoor environment, service quality of physicians, and perceived value have an effect on the patient satisfaction. Admission procedure, hospital image, service quality of physicians, perceived value, and patient satisfaction have an effect on revisit intention. Conclusion: Thus, this study indicates that the each medical institution have a different influence on the revisit intention by perceived value and patient satisfaction that medical customers feel after they underwent the medical service. It is necessary for medical institutions to develop friendly health service manual that represents specific guidelines of service behaviors in terms of patient-oriented health care service. Specialty hospitals are expected to have an enhanced quality on their specialized health care service. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve specialty hospitals. Government also should offer small and middle-sized hospitals basic conditions to increase their self-care capability as high quality of specialty hospitals.

온라인 식품 구독서비스 특성이 지각된 가치와 고객인게이지먼트에 미치는 영향

김차영,박철,Kim, Cha Young,Park, Chel 한국IT서비스학회 2022 한국IT서비스학회지 Vol.21 No.2

This study classified five types of online food subscription economy: replenishment, curation, surprise, membership, and visitation. An online survey was conducted with 314 customers who experienced 5 types of online subscription economy. This study selected the characteristics of the food subscription economy as convenience, perceived personalization, economic utility, and timeliness through previous studies. The effect of the four characteristics on perceived value (utilitarian and emotional) and the relationship between customer engagement and perceived value, which are dependent variables that have never been used in the food subscription economy, were verified through the S-O-R model. In this relationship, we demonstrated how consumers' personal tendencies, such as need for cognitive closure and self-efficacy, mediate between timeliness and perceived value related to online food delivery. The study results are as follows. Perceived personalization, convenience, and timeliness had a positive effect on the utilitarian value in the order. It also had a positive effect on emotional values in the order of perceived personalization and timeliness. On the other hand, economic utility had no significant effect on practical branches. Customer engagement had a positive effect in the order of emotional value and utilitarian value. The lower the need for cognitive closure the more positive the utilitarian value. The lower the self-efficacy, the more positive the emotional value was perceived. Through the above study, companies that want to operate or start an online food subscription economy need a strategic approach rather than unreasonable price discounts in pricing policy. In addition, it is necessary to focus on marketing activities that provide emotional value by focusing on perceived personalization, which is the satisfaction factor of online food subscription.

대기공간 위치가 지각된 대기시간 및 기대 서비스 품질에 미치는 영향

박은영,이진화 한국유통경영학회 2019 유통경영학회지 Vol.22 No.3

Because service is difficult to store, and production and consumption occur at the same time, most service companies want to improve customer satisfaction and service quality through effective service waiting management. Prior studies on service waiting management have shown that perceived waiting time, which is felt more like the actual customer's waiting time, is more important, and that such perceived waiting time can vary depending on the various characteristics of each customer. It is also important to note that perceived waiting time influences satisfaction and service evaluation through the mediation of negative emotions. In other words, there are limitations that prior studies rarely paid attentions to identify strategical factors that can be used by firms. Therefore, this study focuses on the position of the waiting space as a factor that can strategically plan to manage the perceived waiting time. Therefore authors assume that the more far waiting space from service providing space, the longer waiting time customers perceive. And we expect that negative emotions mediate the relationship between perceived waiting time and expected service quality. In order to verify the research model, we conducted a questionnaire survey on customers in the family restaurants in the metropolitan area in Korea. The results have several theoretical implications that we revealed new antecedent variable and that we identify the effect of perceived waiting time on expected waiting time. Also, there is a practical implication that the service company proposed a waiting management strategy that can be applied in the field. 서비스는 저장이 어렵고 생산과 소비가 동시에 일어나는 특성 때문에 대부분의 서비스 기업은 효과적인 대기시간 관리를 통해 고객의 만족과 서비스 품질 평가를 제고하고자 한다. 서비스 대기 관리에 대한 선행 연구들은 실제 고객이 경험하는 대기시간보다 느껴지는 지각된 대기시간이 더 중요하며, 그러한 지각된 대기시간은 고객 개개인의 다양한 특성에 따라 달라질 수 있다고 밝혀왔다. 또한 지각된 대기시간이 감정이라는 매개를 통해 만족이나 서비스 평가에 영향을 준다는 경로를 확인하는 데에 중점을 두고 있어, 고객의 대기경험에 영향을 미치는 다양한 요인 중 기업이 전략적으로 활용할 수 있는 요인들을 규명하는 연구는 활발히 이루어지지 못하고 있다는 한계가 있다. 따라서 본 연구는 기업이 지각된 대기시간을 주도적으로 관리하기 위해 전략적으로 계획할 수 있는 요인으로서 대기 공간의 위치에 주목해 대기공간이 서비스 제공 공간과 멀수록 고객은 대기시간을 길게 지각하며, 이러한 인식은 부정적 감정을 형성하여 기대 서비스 품질을 낮게 평가하도록 할 것이라고 가정하였다. 연구모델 검증을 위해, 국내 수도권 소재 패밀리레스토랑 내방 고객을 대상으로 설문을 실시하였으며, 이를 활용한 검증 결과 연구모델의 가정이 모두 지지되었다. 이러한 연구결과는 서비스 대기관리 연구에 있어 지각된 대기시간을 조절하는 새로운 원인변수를 밝혀내었으며, 서비스 구매에서 매우 중요하게 여겨지는 서비스 구매 전 단계(pre-processing phase)에 중점을 두고 지각된 대기시간이 기대 서비스품질 에 미치는 영향을 확인하였다는 데에 이론적 의의가 있다. 또한 서비스 기업에게 현장에서 적용 가능한 대기시간 관리 전략을 제안하였다는 실무적 시사점을 가지고 있다.

모바일 커머스 환경에서 기술기반 셀프서비스 특성이 재구매 의도에 미치는 영향

강명섭(Kang, Myoungsup),이채현(Lee, Chaehyun),최정일(Choi, Jeongil) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.1

As the mobile e-commerce market is activated, research on technology-based self-service and consumer repurchase behavior is becoming critical for companies to improve their sustainability. Accordingly, this study analyzes the impact of technology-based self-service characteristics on consumers" repurchase intention in a mobile commerce environment based on a value-based acceptance model (VAM). This study analyzed 200 useful data using SPSS 16 and R 4.0.2 for empirical research. This study showed that ubiquity and information quality among the characteristics of technology-based self-service significantly affected perceived usefulness and ubiquity, information quality and information security affected perceived value. It also showed perceived usefulness, and perceived value significantly affected repurchase intention. In this work, information quality in the technology-based self-service characteristics has a relatively more significant impact on perceived usefulness and perceived usefulness did on repurchase intention. This research suggests that more attention should be paid to the benefits and utilities that consumers perceive.

소셜네트워크서비스 기반 뷰티정보 서비스의 수용결정요인

이종숙 ( Jong-sook Lee ) 대한미용학회(구 대한미용과학회) 2017 대한미용학회지 Vol.13 No.1

The purpose of this study was to explore, in female college students, the acceptance determinants of beauty information service based on SNS (social network service). Results show that perceived ease of use had a significantly positive effect on perceived usefulness, but had no significant effect on intended utilization. Perceived usefulness and pleasure, however, had significantly positive effects on intended utilization, while perceived risk had a significantly negative effect on intended utilization. This study confirmed the acceptance determinants of beauty information service based on SNS as perceived: i) ease of use, ii) usefulness, iii) pleasure and iv) risk. Therefore, to activate the beauty information service for SNS, there is a need to emphasized strategy to ensure that users see the utility of this service, spend some quality time, and satisfy user`s curiosity. In order words, there is the need to emphasize both systematic stability for beauty information service and provided information of the expertise.

청소년 후기의 놀이성과 주관적 안녕감의 관계에서 지각된 스트레스의 매개효과

정윤주 한국아동심리치료학회 2017 한국아동심리치료학회지 Vol.12 No.1

The purpose of this study was to examine: (1) the relationships among playfulness, perceived stress, and subjective well-being (life satisfaction, positive affect, and negative affect) in late adolescence; and (2) whether or not the relationship between adolescents’ playfulness and subjective well-being is mediated by perceived stress. Three hundred and forty-six college students participated in the study, and their data were collected with questionnaires. Descriptive statistics and Pearson’s product correlation coefficients were obtained, and tests of the mediation were performed by regression. The study found significant correlations between adolescents’ playfulness and subjective well-being (life satisfaction, positive affect, and negative affect), between playfulness and perceived stress, and between perceived stress and subjective well-being (life satisfaction, positive affect, and negative affect). It was also found that perceived stress mediated the relationship between adolescents’ playfulness and subjective well-being (life satisfaction, positive affect and negative affect). These results seem to indicate that enhancing playfulness even in late adolescence could improve the level of subjective well-being by changing the way stressful events are perceived.

중소병원 환자가 인지하는 의료서비스 품질이 서비스 가치, 고객만족, 재이용 의도에 미치는 영향

지경자 ( Kyung Ja Ji ) 한국병원경영학회 2013 병원경영학회지 Vol.18 No.4

This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, indoor environment, admission procedure, hospital image, service quality of physicians ? nurses ? medical technicians ? medical staff that patients perceived. Inpatients and outpatients were selected from three hospital in D city Questionnaire survey was employed to collect data from the subjects. For inpatients, indoor environment, admission procedure, hospital image and service quality of physicians have an effect on perceived value. Admission procedure, hospital image and service quality of physicians ? nurses ? medical technicians has an effect on the patient satisfaction. Hospital image and service quality of physicians ? nurses ? medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. For outpatients, Admission procedure, hospital image and service quality of physicians ? medical technicians have an effect on perceived value. Indoor environment, hospital image and service quality of physicians ? medical technicians ? medical staff has an effect on the patient satisfaction. Indoor environment, hospital image and service quality of physicians ? medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve middle hospitals.

파티이벤트 참가동기에 따른 지각된 성과가 만족에 미치는 영향

성낙숙(Nak Suk Sung),이미혜(Mi Hye Lee) 한국관광연구학회 2011 관광연구저널 Vol.25 No.5

From the research intend to suggest to strategy of market segmentation and marketing which sees in the object follows the participation experience prudence society party participants of the party event in participation motive and the result which is perceived and satisfaction moral effect relationship analysis leads. Research construction 1 ``Party event participation motive will affect considers to the result which is perceived`` is participation motive rose with the fact that affects all considers to a service, a program contents, an accessibility and a facility use usability to appear and, the research construction was adopted. From the fact by consideration frost only the sociability, harmony characteristic and amusement characteristic all affect considers to the result fact who is perceived, the routine which burns affects considers to only a program contents, new existing what kind of can influence to the result fact who is perceived. Research construction 2 ``The party event the result which is perceived will affect considers to a satisfaction`` was a in the result fact who is perceived from level of significance was analyzed with the fact that affects only the service considers to a satisfaction and the construction was adopted. From positive analytical result of the research which sees made get and the current point the participation motive which applies in each field by the result which is perceived one research was evaluated party event industry that has a propriety in the object. The possibility could be applied further enough even in party event relation marketing strategic establishment to seem. Also party industrial marketer can be proposed necessity of establishing a more segmentation strategy.

온라인 여행업의 웹사이트에 대한 지각된 위험이 신뢰 및 충성도에 미치는 영향

신경미(Kyung Me Shin),유재원(Jae Won Yu),서진욱(Jin Wook Seo) 한양대학교 관광연구소 2015 觀光硏究論叢 Vol.27 No.1

본 연구는 온라인 여행업 웹사이트에 지각된 위험의 구성요인을 도출하고, 지각된 위험의 구성요인이 신뢰와 충성도에 미치는 영향에 대해 규명하고자 하였다. 검 증 결과 온라인 여행업의 웹사이트에 지각된 위험, 재정적 위험, 시간손실 위험 순으로 유의한 부(-)의 영향을 미치는 것으로 나타났으며, 신뢰는 충성도에 유의한 정(+)의 영향 을, 온라인 여행업의 웹사이트에 지각된 위험, 시간손실 위험이 유의한 부(-)의 영향을 미치는 것으로 나타났다. 실증 연구한 결과 성과적 위험, 시간손실 위험을 낮추는 것이 신뢰를 높일 수 있는 것으로 나타났다. 또한 신뢰는 충성도에 유의한 영향을 미치는 요 인으로 신뢰를 높일 수 있는 다양한 방안이 모색되어야 한다. 소비자들은 다양한 욕구를 가진 만큼 다양한 불안감을 가지고 있다. 지각된 위험을 낮추어 신뢰를 높이는 방안뿐만 아니라 서비스적인 부분에도 신경을 써서 고객들의 신뢰를 얻어 충성도를 높여야 한다는 것이다. This study proposed factors of organizing the risk perceived online travel agency’s web-site, and investigates the effects of the factors organizing the risk perceived on trust and loyalty. In the study, implications were derived as follows : First, since performance risk of the risk perceived is a factor of affecting significantly trust and loyalty, the perception on performance risk needs to be reduced. Second, as risk of loss of time of the risk perceived is a factor affecting significantly trust and loyalty, the perception on risk of loss of time needs to be reduced. Third, as financial risk of the risk perceived is a factor of affecting significantly trust, the perception on financial risk needs to be reduced. Currently, although consumers are less anxious about paying for because small shopping malls use a card payment system, they can’t but have more anxiety than the purchase of other general products because travel products should be paid for a large amount of money once before the departure date. Fourth, trust affects significantly loyalty, so various plans to increase trust should be explored. Loyalty should be increased by obtaining consumers’ trust with care for services rather than measures to increase trust by reducing the risk perceived.

The Consensus on Impression Formation

Kim, In-Sook,Seok, Hye-Jung The Costume Culture Association 2006 Fashion, industry and education Vol.9 No.2

The studies on impression formation usually have focused on the effect of certain appearance features which elevates perceptual evaluation. This study tried to find out whether there is a consensus on impression formation between the perceived person and the perceiver and if the gender is any significant variable to cast any difference on the impression evaluation. Seven photos of voluntary students in ppt file were projected to 143 students attending a university psychology class and were subjected to a impression evaluation questionnaire consisting of 28 adjective scales. The analysis of result revealed: 1) There was a significant difference between the impression evaluation scores of the perceivers and the perceived; the self evaluation of the perceived person was higher than the perceivers' evaluation. 2) There was also a significant evaluation score difference between the genders of the perceivers; the female perceivers rated the stimuli higher than the male perceivers. There was no interaction effect between the genders of the perceivers and the perceived.