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http://dx.doi.org/10.9708/jksci.2021.26.01.189

The Relationships among CEO's Role, Internal Marketing, Market Orientation, Patient Satisfaction, and Hospital Image  

Shin, Seung-Hee (Gyeongsang National University Hospital)
Shin, Jae-Ik (Dept. of Distribution, Gyeongnam National University of Science and Technology)
Publication Information
Journal of the Korea Society of Computer and Information / v.26, no.1, 2021 , pp. 189-199 More about this Journal
Abstract
This study examines the relationship between internal marketing, market orientation, patient satisfaction, and hospital image, and especially focuses on the effect of CEO's role on internal marketing at a local national university hospital. A survey was conducted using the convenient sampling technique and 222 questionnaires excluding unreliable replies were used in the final analysis for the hypothesis testing. SPSS 21.0 was used for the basic analysis of the collected data, and confirmatory factor analysis was performed for reliability and validity using AMOS 21.0. Path analysis was performed for the hypothesis testing. The results of this study are as follows: First, the role of CEO positively affects internal marketing. Second, internal marketing has a positive effect on market orientation, and leadership is the most influential factor of internal marketing. Third, market orientation has a positive effect on patient satisfaction and hospital image, which are non-financial organizational performance. Therefore, internal marketing plays a major role in improving market orientation, patient satisfaction, and hospital image, and it is identified that the activation of internal marketing depends on the support of CEO in hospitals.
Keywords
CEO's role; Internal marketing; Market orientation; Patient satisfaction; Hospital image;
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