보건의료산업학회지 (The Korean Journal of Health Service Management)

  • 제13권2호
  • /
  • Pages.27-38
  • /
  • 2019
  • /
  • 2093-5986(pISSN)
  • /
  • 2288-0666(eISSN)
보건의료산업학회 (Korea Society of Health Service Management)
권호 표지
DOI QR코드

DOI QR Code

중소병원의 의료서비스 품질, 감정적 애착, 고객만족, 행동의도의 구조적 관계 연구 - 감정적 애착, 고객만족 매개효과를 중심으로 -

Structural Relationship Between Quality of Medical Service, Patients'Emotional Attachment, Customer Satisfaction, and the Customer Behavioral Intention of Small and Medium Hospitals - Mediating Effect of Emotional Attachment and Customer Satisfaction -

  • 이연숙 (가톨릭관동대학교 의료경영학과) ;
  • 박애준 (가톨릭관동대학교 의료경영학과)
  • Lee, Yeon-Sook (Dept. of Healthcare Management, Catholic-Kwandong University of Korea) ;
  • Park, Ae-Jun (Dept. of Healthcare Management, Catholic-Kwandong University of Korea)
  • 투고 : 2019.04.16
  • 심사 : 2019.06.05
  • 발행 : 2019.06.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

키워드

참고문헌

  1. Korea Health Industry Development(2017), 2016 STATISTICS FOR HOSPITAL MANAGEMENT, Vol.2017(53);72.
  2. S.H. Shin, K.G. Rhee, C.T. Kim(2016), The Mediation Effects of Emotional Attachment and Patient Satisfaction in Outpatients Choice of Small and Medium-sized Hospitals, Korea Journal of Business Administration, Vol.29(12);1849-1869. https://doi.org/10.18032/kaaba.2016.29.12.1849
  3. C.S. Kim(2016), The effect of the quality of medical service on the intention of customers'activity:Value consciousness, patient satisfaction, mediating effect of emotional attachment ,Graduate School of Daegu Haany University, pp.35-72.
  4. M.J. Rho, W.S. Suh, J. Kwon(2013), Medical Service Factors Associated with Patient Satisfaction:The Difference between Inpatient and Outpatient of A Medium-sized Hospital, Journal of Digital Convergence, Vol.11(2);331-339. https://doi.org/10.14400/JDPM.2013.11.2.331
  5. J.J. Cronin, S.A. Taylor(1994), SERVPERF versus SERVQUAL:Reconciling performance -based and perceptions minus expectations measurement of service quality. Journal of Marketing, Vol.58(Jan);125-131.
  6. S.C. Seol, S.K. Jeong, A.N. Tuan(2017), Effects of Medical Service Quality on Service Satisfaction and Revisit Intention: Depending on Emotional Response:focus on a comparison between nations (South Korea and Vietnam), Journal of Marketing Management Research, Vol.22(1);23-52.
  7. A. Parasuraman, V.A. Zeithaml, L.L. Berry(1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol.64(1);12-40.
  8. H.J. Kim, S.W. Kim(2012), A Study of the Effect that Healthcare Service Quality Assessments Have on Customer Loyalty:With a Focus on Patient Awareness of Quality Certifications, Journal of the Korean Production and Operations Management Society, Vol.23(4);419-440.
  9. B.A. Carroll, A.C. Ahuvia(2006), Some Antecedents and Outcomes of Brand Love, Marketing Letters, Vol.17(2);79-89. https://doi.org/10.1007/s11002-006-4219-2
  10. K.S. So(2013), The Effects of Special Hospital Competencies on Customer Behavior Intentions, The Korean Journal of Health Service Management, Vol.7(4);153-165. https://doi.org/10.12811/kshsm.2013.7.4.153
  11. S.S. Han, I.S. Son, J.C. Gu, S.C. Lee(2004), The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVPERF, Journal of the Korean Society for Quality Management, Vol.35(1);61-72.
  12. J. Etezadi-Amoli, A.F. Farhoomand(1996), A structural model of end user computing satisfaction and user performance. Information And Management, Vol.30(2);65-73. https://doi.org/10.1016/0378-7206(95)00052-6
  13. J.P. Jung(2014), Healthcare Service Quality and Its Effects on Perceived Service Value and Consumer Satisfaction, Graduate School of Gacheon University, pp.58-73.
  14. S.S. Kim(2012), A Study on the Structural Relationship among Service Quality, Service Value, Reputation, Emotional Response, Customer Satisfaction and Repurchase Intention : Focused on The Moderating Effect of Service Relationship in Healthcare Services, Korean management science review, Vol.29(2);105-125. https://doi.org/10.7737/KMSR.2012.29.2.105
  15. M. Thomson, D.J. MacInnis, C.W. Park(2005), The Ties that Bind: Measuring the Strength of Customers' Emotional Attachments to Brands, Journal of Consumer Psychology, Vol.15(1);77-91. https://doi.org/10.1207/s15327663jcp1501_10
  16. Y.K. Kim(2009), A Study on Factors and Consequences of Online Brand Community Attachment, Academy of customer satisfaction management, Vol.11(3);55-73.
  17. K. Vidhya, C.S. Rajakumar(2015), Emotional Attachment and its impact on perceived service quality and patient satisfaction in Puducherry Hospitals, Asia Pacific Journal of Research, Vol.1(31);100-108.
  18. G. Macintosh(2009), The Role of Rapport in Professional Services: Antecedents and Outcomes, Journal of Services Marketing, Vol.23(2);71-79. https://doi.org/10.1108/08876040910946332
  19. R. Ahluwalia, H.R. Unnava, R.E. Burnkrant(2001), Moderating Role of Commitment on the Spillover Effect of Marketing Communications, Journal of Marketing Research, Vol.38(4);458-470. https://doi.org/10.1509/jmkr.38.4.458.18903
  20. W.I. Lee, W.H. Jang(2014), The Effects of Medical Service Quality and Relationship Quality on Customer Loyalty : Small and Medium Hospitals, Journal of Distribution and Management Research, Vol.17(1);35-51. https://doi.org/10.17961/jdmr.17.1.201403.35
  21. H.S. Kang, M.S. Rhee, S.J. Hyun(2015), A Study on the Interrelationship Among Healthcare Service Quality, Customer Satisfaction, Hospital Loyalty and the Mediation Role of Medical Service Value and Hospital Reputation, Korean journal of hospital management, Vol.20(4);1-13.

피인용 문헌

  1. Kano 모델 및 잠재적 고객만족 개선 지수를 이용한 미용성형의료서비스 품질 개선 우선순위 vol.42, pp.3, 2019, https://doi.org/10.11627/jkise.2019.42.3.176