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Hospital Choice: Which Type of Healthcare Service Quality Matter?  

Lee, Ju-Yang (Dept. of Outpatient Nursing, The Catholic University of Korea, Seoul St. Mary's Hospital)
Lee, Sun Young (Government Innovation & Productivity Institute, The Catholic University of Korea)
Cheong, Jong One (Department of Public Administration, The Catholic University of Korea)
Publication Information
Korea Journal of Hospital Management / v.22, no.3, 2017 , pp. 31-45 More about this Journal
Abstract
The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.
Keywords
Medical Service; Service Quality; Hospital choice; Revisiting intention; SERVQUAL;
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Times Cited By KSCI : 1  (Citation Analysis)
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