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A Study on the Interrelationship Among Healthcare Service Quality, Customer Satisfaction, Hospital Loyalty and the Mediation Role of Medical Service Value and Hospital Reputation  

Kang, Hyun-Soo (Department of Business Administration, Uiduk University)
Rhee, Munsung (Department of Business Administration, Uiduk University)
Hyun, Sook-Jung (Dept. of Health Administration, BaekSeok Arts University)
Publication Information
Korea Journal of Hospital Management / v.20, no.4, 2015 , pp. 1-13 More about this Journal
Abstract
This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.
Keywords
Healthcare service quality; Customer satisfaction; Hospital loyalty; Medical service value; Hospital reputation;
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