보건의료산업학회지 (The Korean Journal of Health Service Management)

  • 제14권1호
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  • Pages.31-42
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  • 2020
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  • 2093-5986(pISSN)
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  • 2288-0666(eISSN)
보건의료산업학회 (Korea Society of Health Service Management)
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전문병원의 서비스품질이 고객신뢰와 고객가치 및 고객충성도에 미치는 영향

The influences of Medical Service Quality on Customer Trust, Customer Value, and Customer Loyalty in Specialized Hospitals

  • 투고 : 2020.01.02
  • 심사 : 2020.03.17
  • 발행 : 2020.03.31
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초록

Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value. Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software. Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078). Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.

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