• Korea Journal of Hospital Management
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• v.20 no.3
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• pp.1-12
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• 2015

The objective of this study is to analyze the effects of brand authenticity on brand trust and the effect of brand trust on brand loyalty in case of network franchise dental clinics. To achieve this objective, 300 dental customers were surveyed in Seoul and Gyeonggi province. Of these, 267 respondents were used for the analysis. The research results show that communication authenticity, advertising truthfulness, employee authenticity had positive effect on brand trust. and brand trust have positive effect on brand loyalty.

• Korea Journal of Hospital Management
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• v.17 no.1
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• pp.23-42
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• 2012

The purpose of this study is to identify the inpatient service quality at mental hospitals and to examine the effect of service quality on patient's overall satisfaction and customer loyalty. Data collection was done through conducting a survey of inpatients in three mental hospitals located in Chungnam, Korea using self administered questionnaire. The questionnaire included the modified version of 'service satisfaction scale for psychiatric patients' invented by Chul Kwon Kim and other members, which consists of five dimension of service quality: staff attitude, treatment quality, ward environment, access/cost and ward rule. Total 236 questionnaires were gathered and 219 were used for analysis. The data was analyzed by using version SAS9.2 and path analysis model was applied to test our hypothesis. As a result, the four factors of service (staff attitude, treatment quality, ward environment and ward rule) were extracted, which counted for 62.89% of the common variance. Moreover, Cronbach Alpha showed relatively high internal consistency of answer, all exceeding 0.6. According to the study, ward environment and treatment quality turned out to have direct influence on the patient's satisfaction. In addition, staff attitude and overall satisfaction directly influenced the customer loyalty while ward environment and ward rule indirectly had influence using overall satisfaction as a medium. In conclusion, in order to enhance the satisfaction and customer loyalty in mental hospitals, efforts in improving environmental service quality in particular is highly demanded.

• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.177-185
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• 2020

The purpose of this study is to analyze the effect of patient's perceived medical quality of service on satisfaction, hospital reputation, and loyalty to provide a strategic way to increase profitability and competitiveness of hospitals by preventing the departure of existing customers and promoting reuse. AMOS 20.0 was used for structural model analysis and identification factor analysis and SPSS 21.0 program was used for empirical analysis. As a result, the quality of medical service had a significant effect on satisfaction and reputation, and the quality of medical service had the greatest effect on satisfaction. Satisfaction has a positive effect on reputation and loyalty and is an important factor in determining loyalty. Recognizing the importance of improving quality of service and building relationships with patients should be prepared for strengthening relationships.

• Journal of Korean Academy of Nursing Administration
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• v.16 no.4
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• pp.497-506
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• 2010

Purpose: The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients. Methods: A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model. Results: The modified model yielded Chi-square=7.96 (p=.019), df=2, $x^2$/df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty. Conclusion: These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.

• Journal of Korean Society for Quality Management
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• v.45 no.2
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• pp.275-292
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• 2017

Purpose: This study is designed to explore web-site service quality factors in job information site for high quality human resource, and to test relationship among web service quality, image, user satisfaction, relationship quality, and loyalty intention. Methods: A survey tool was questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 214 was analyzed through SEM using SPSS21.0 and AMOS21.0. Results: Web design and information offer affect Image and user satisfaction. Also, relationship quality turned out to be an important mediator between image and loyalty intention and between customer satisfaction and loyalty intention. Conclusion: This study shows that two factors in via of relationship quality, were important factors that related companies have to emphasize to raise performance, Also, in order to raise loyalty intention of customer, marketer should exert to well manage relationship quality having significance as a mediator.

• The Journal of the Korea Contents Association
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• v.16 no.2
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• pp.174-185
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• 2016

Internal marketing is the marketing activities of organizations that have a service mind to give satisfaction to the employees for the satisfaction of external customers. This Study tried to analyse the impacts of internal marketing on the customer orientation and loyalty, collecting a data to use a standardized questionnaires. This Study was conducted for 731 participants in a single general hospital in Gyeonggi Province with factor analysis, correlation analysis and linear regression analysis. The main findings of this study are as follows. First, it was found that the effect of internal marketing on customer orientation had the impact on leadership, internal communication and educational training having the statistically significant effects. Second, it was found that the effect of internal marketing on loyalty had the impact on leadership, internal communication, working environment, compensation and benefits and educational training having the statistically significant effects. Third, the effect of customer orientation on loyalty have the statistically significant effects and it was shown that if a customer orientation go up, there will be higher loyalty. I'm hope that it should be sought concrete plans for internal marketing activity to improve a customer orientation and loyalty.

• Journal of Distribution Science
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• v.12 no.2
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• Journal of Digital Convergence
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• v.19 no.7
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• pp.263-269
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• 2021

It is necessary to investigate the relationship between ego-resiliency, organizational loyalty, organizational commitment, and emotional intelligence of hospital administrative staff and the effect of these factors on emotional intelligence. Therefore, this study investigated the relationship between these factors and emotional intelligence and identified the convergence effect on emotional intelligence in hospital administrative staff. The subjects of the survey were randomly selected 212 administration staffs at 19 hospitals selected from the J area. The data collection was conducted for about a month from May 1 to 31, 2019. The form of the questionnaire used structured anonymous self-administered responses. Emotional intelligence showed a positive correlation between ego-resiliency, organizational loyalty, and organizational commitment. According to the analysis, efforts to enhance ego-resiliency, organizational loyalty, and organizational commitment are needed to increase the emotional intelligence of hospital administration staffs. The findings may be used as basic materials for hospital job management and industrial health education that will raise the emotional intelligence of hospital administration staffs. Future research needs to investigate additional factors related to emotional intelligence and various emotional factors of hospital administrative staff.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.7
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• pp.146-155
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• 2020

This study was conducted from December 26, 2018 to January 4, 2019 in order to analyze the effects of hospital internal marketing on job performance and loyalty based on nurses' perception. The participants were 250 nurses at general hospitals located in Gyeonggi-do. The results of this study are as follows: First, internal marketing in hospitals had a statistically significant effect on organizational and future vision, education and training systems, communication, organizational attributes, and job performance (F=29.118, p<.001). The training system, organizational and future vision, compensation and welfare system, and work management environment were found to have a statistically significant effect (F=38.671, p <.001) on loyalty, and the effect of job performance on loyalty was statistically significant (F=87.324, p<.001). Second, the relationship between hospital internal marketing based on nurses' perception and loyalty was found to have a statistically significant positive (+) effect on stage 1 job performance (p<.001) and a statistically significant positive effect on stage 2 loyalty (+) (P <.001). The third-level internal marketing regression coefficient was significant, and job performance was also significant (P <.001). Based on these results, there is a need for hospital management to strengthen internal marketing in order to increase performance level and loyalty among nurses.

• International Commerce and Information Review
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• v.17 no.2
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• pp.95-120
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• 2015

Under the stiff competition in the health care industry, the long run survival of medical institution depends on building up customer loyalty. The purpose of this study is to figure out the influencing factors on customer loyalty. This new model is based on Bettman(1979)'s customer purchasing decision making process(awareness-interest-final decision). The key characteristics of this model reflects the psychological change of customer purchasing decision The influencing factor at each purchasing stage must need to be identified because the inner decision making process is generally carried out by multistage. In this respect, this study shows the brand awareness of hospital plays an important role at the first stage. In a second stage, the servciescape and service quality of hospital must be considered. Finally, customer's perceived value is adopted. By using a sample of 116 Chinese tourists, this study empirically examines the influencing factors of customer loyalty. The results that the brand awareness and perceived value have a positive effect on customer loyalty.