가정과삶의질연구 (Journal of Families and Better Life)

  • 제24권4호
  • /
  • Pages.11-24
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  • 2006
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  • 2765-1932(pISSN)
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  • 2765-2432(eISSN)
가정과삶의질학회 (Korean Home Management Association)
권호 표지

종합병원 의료서비스에 대한 소비자만족과 행위의도

Consumer Satisfaction and Behavioral Intention for Medical Services

  • 김미라 (전남대학교 생활환경복지학과) ;
  • 황덕순 (전남대학교 생활환경복지학과)
  • Kim Mi-Ra (Dept. of Family Environment and Welfare, Chonnam National University) ;
  • Hwang Duck-Soon (Dept. of Family Environment and Welfare, Chonnam National University)
  • 발행 : 2006.08.01
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초록

The purpose of this study was to determine if expectation, performance, and disconfirmation are related to consumer satisfaction and behavioral intention. The major findings were as follows: First, among the four dimensions of the medical services, the level of consumer satisfaction was highest with 'doctors' and lowest with 'facilities' while the level of importance was highest with 'doctors' and lowest with 'medical systems' Second, ability to predict behavioral intention can best be improved with regression coefficient weights among the six measures of consumer satisfaction. Third, greater satisfaction was significantly associated with performance and disconfirmation while behavioral intention was significantly associated with expectations, performance, and discoufirmation.

키워드

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