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http://dx.doi.org/10.5762/KAIS.2019.20.3.110

Effects of Innovativeness on Customer Satisfaction in Long-Term Care Hospitals: The Effect of Internal Capacity and Location Strategy in Hospital  

KIM, Duck-Ki (Law firm How)
KIM, Woo-Jong (Seoul Credit Guarantee Foundation)
KIM, Mi-Ran (Asan Medical Center)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.20, no.3, 2019 , pp. 110-124 More about this Journal
Abstract
In recent years, over-supply of hospitals has made hospital management more difficult and hospitals have introduced innovative hospital management to enhance customer satisfaction. The purpose of this study is to investigate the effect of innovativeness of hospitals on customer satisfaction by using mediating effects of hospital capacity and location strategy. The subjects of this study were selected from 120 patients and caregivers who were hospitalized in Seoul and Metropolitan area hospitals and conducted questionnaire and statistical analysis. The results of this study are as follows: Firstly, this paper shows hospital Innovativeness does not significantly affect customer satisfaction. Unlike private companies, it is urgent to develop innovativeness measuring tools that are unique to hospitals differentiated from those of general companies. Secondly, although the impact of Innovativeness on hospital internal competency and location strategy was similar, location strategy(${\beta}=0.357$) had a greater impact on customer satisfaction than internal competency(${\beta}=0.283$). This suggests that the medical institution should take precedence over the detailed preparations based on its location marketability, traffic infrastructure, building sales and medical concentration from the time of its opening. Thirdly, this paper confirms through empirical analysis that the relationship between hospital Innovativeness and customer satisfaction is completely mediated by internal capacity and location strategy. The hospital's Innovativeness is affecting customer satisfaction by enhancing the hospital's internal competencies and inducing an active attitude toward establishing a location strategy.
Keywords
Hospital Innovation; Customer Satisfaction; Internal Competence; Location Marketability; Medical Integration;
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Times Cited By KSCI : 4  (Citation Analysis)
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