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http://dx.doi.org/10.15207/JKCS.2018.9.1.325

Convergence Study of Servicescape and Human Services on the Perceived values and Customer Satisfaction  

Noh, Eun-Mi (Dept. Dental Hygiene, Choonhae College of Health Science)
Publication Information
Journal of the Korea Convergence Society / v.9, no.1, 2018 , pp. 325-330 More about this Journal
Abstract
The study examined the impact of medical servicescape, human services, and effects on perceived value and customer satisfaction. From July 1, 2016 to August 31, 2016, a total of 300 outpatients visiting the university hospital and general hospital in Ulsan area participated the study. As a result, the general features of the Servicescape were more important to the aged and the higher the academic background, the higher the scores of Human Service and perceived value were revealed. There was a positive correlation between the service schedule of the medical institution, human service, perceived value, and customer satisfaction. And the factors affecting customer satisfaction were in order of human service (${\beta}=0.382$), perceived value (${\beta}=0.376$). The service scapegoats and personal services offered by customers visiting healthcare providers play an important role in understanding the internal health and needs of customers, and this research results will serve as a basic material for strengthening the competitiveness of medical institutions.
Keywords
Medical institution; Servicescape; Human service; Perceived value; Customer satisfaction; Convergence;
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