Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
권호 표지

The Effects of Medical Service Quality on the Customer Satisfaction and Intention of Revisit in Long-Term Care Hospitals

요양병원의 서비스품질이 고객만족과 재이용의도에 미치는 영향

  • Yang, Jong-Hyun (Department of Health Informatics and Administration, Jungwon University) ;
  • Chang, Dong-Min (Department of Health Administration, Inje University)
  • 양종현 (중원대학교 의료정보행정학과) ;
  • 장동민 (인제대학교 보건행정학과)
  • Received : 2012.07.30
  • Accepted : 2012.08.30
  • Published : 2012.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in long-term care hospitals. To achieve purpose of the research, the data was collected from 321 patients in 8 long-term care hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as convenience and accessibility have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise of the service quality factors has positive influence upon intention of revisit in long-term care hospitals. Therefore, the results of this study show that the medical service quality factors which are convenience and accessibility leading to customer satisfaction are important factors to select long-term care hospitals.

Keywords