한국병원경영학회지 (Korea Journal of Hospital Management)

한국병원경영학회 (Korean Society of Hospital Management)
권호 표지

병원 모바일 앱 서비스 품질이 소비자 만족, 관여도, 재이용 의도에 미치는 영향

The Effect of Hospital Mobile App Service Quality on Consumer Satisfaction, Involvement, and Reuse Intention

  • 박선영 (홍익대학교 경영대학 경영학부) ;
  • 조나은 (홍익대학교 경영대학 경영학부)
  • Pak, SunYoung (Department of Business Administration, Collage of Business, Hongik University) ;
  • Cho, Na-Eun (Department of Business Administration, Collage of Business, Hongik University)
  • 투고 : 2020.10.12
  • 심사 : 2020.12.30
  • 발행 : 2021.03.31
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초록

Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service. Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013). Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction. Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.

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