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Consumer Satisfaction and Behavioral Intention for Medical Services  

Kim Mi-Ra (Dept. of Family Environment and Welfare, Chonnam National University)
Hwang Duck-Soon (Dept. of Family Environment and Welfare, Chonnam National University)
Publication Information
Journal of Families and Better Life / v.24, no.4, 2006 , pp. 11-24 More about this Journal
Abstract
The purpose of this study was to determine if expectation, performance, and disconfirmation are related to consumer satisfaction and behavioral intention. The major findings were as follows: First, among the four dimensions of the medical services, the level of consumer satisfaction was highest with 'doctors' and lowest with 'facilities' while the level of importance was highest with 'doctors' and lowest with 'medical systems' Second, ability to predict behavioral intention can best be improved with regression coefficient weights among the six measures of consumer satisfaction. Third, greater satisfaction was significantly associated with performance and disconfirmation while behavioral intention was significantly associated with expectations, performance, and discoufirmation.
Keywords
medical services; behavioral intention; expectation; performance; expectation-disconfirmation;
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Times Cited By KSCI : 1  (Citation Analysis)
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