• Journal of Navigation and Port Research
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• v.42 no.6
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• pp.406-414
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• 2018

The objective of this study was to analyze the effect of characteristics of maritime telemedicine (service quality, recognition or not of service, health counselling service experience or not) on seafarer's satisfaction, and also analyze the effect of seafarer's satisfaction on loyalty. This study's data was collected from the Research Report of Survey of telemedicine service subjects in 2017 conducted in the maritime telemedicine pilot project. However, only 103 seafarers who received maritime telemedicine (Tele-Monitering) services were analyzed statistically. The main results of this study were as follows. ⅰ) Better service quality led to higher levels of satisfaction, ii) High levels of seafarer's satisfaction led to high levels of loyalty, iii) Seafarers whose age is under 50 than 30 years old are less satisfied, ⅳ) In total boarding career, Seafarers with more than 5 years but less than 10 years were more satisfied than seafarers with less than 5 years, ⅴ) Seafarers with more than 10 years but less than 15 years were more satisfied than seafarers with less than 5 years, ⅵ) Seafarers with more than 15 years but less than 20 years were more satisfied than seafarers with less than 5 years, ⅶ) Also, Seafarers in excess of 20 years were more satisfied than seafarers with less than 5 years, In conclusion, ⅰ) Better service quality led to higher levels of satisfaction and loyalty. Accordingly, the improvement of service quality is not only an important factor in improving satisfaction and loyalty, but also plays an important role in forming a positive image of maritime telemedicine. ⅱ) Seafarers with younger age and lower overall total boarding career were more satisfied. It is believed that the seafarer who are willing to use telemedicine and who are willing to refer to others are young.

• Journal of Venture Innovation
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• v.6 no.4
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• pp.133-151
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• 2023

The purpose of this study is to examine the correlation between medical service quality, customer trust, customer satisfaction and customer loyalty in domestic convalescent hospitals. Participants in this research were individualis who assumed responsibility for being the main caretaker of patients that were in hospitalization The following main results were derived. First, among the quality of medical services, tangibles, realiability, responsiveness, empathy were found to have a significant positive effect on customer trust. Second, among the quality of medical services, tangibles, realiability, responsiveness, assuracne, empathy were found to have a significant positive effect on customer satisfaction. Third, among the quality of medical services, only realiability variable were found to have a significant positive effect on customer loyalty. This result means that customer satisfaction and customer trust plays a mediating role between the medical service quality and loyalty. Fourth, customer trust was found to have a significant positive effect on customer loyalty. Fifth, customer satisfaction was found to have a significant positive effect on customer loyalty.

• Korea Journal of Hospital Management
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• v.10 no.4
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• pp.23-50
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• 2005

The main objectives of this study are to compare the regional differences and to analyse the affecting factors of customer satisfaction. The subjects are 9 hospitals(5 Daegu region, 4 Seoul region) patient satisfaction index that were surveyed the 2004 Hospital Accreditation Program performed by KHIDI(Korea Health Industry Development Institute) and MOHW(Ministry of Health and Welfare). The sample used in this study consisted of 450 inpatients and 454 outpatients. The survey instrument is composed of physical environment items, physician factors, nursing staff factors, ancillary staff factors, administrative procedure items, and quality of hospital stay items. And overall satisfaction, intent to revisit, and intent to recommend as dependent variables are measured. Basically, the reliability and validity of survey items was evaluated. And the T-test was performed to compare regional differences of customer satisfaction. Finally to analyse the affecting factors on overall satisfaction, and customer loyalty(intent to revisit and intent to recommend), the multiple regression analysis was used. This study shows firstly, the Daegu region's patient satisfaction level of inpatients and outpatients is lower than Seoul region. Especially, nursing staff factors and quality of hospital stay items are very low on inpatient's satisfaction. Also all independent variables except the sufficiency of goods in hospital stand are very low on outpatient's satisfaction. Secondly, as a result of multiple regression analysis, ancillary staff factors(Beta=0.281) have a significant effect on overall satisfaction of inpatient cases in Daegu region. In regard to intent to revisit and intent to recommend, physical environment factors have a significant effect. Thirdly, in Seoul region, physical environment factors(Beta=0.430) have a significant effect on overall satisfaction of inpatient cases. In regard to intent to revisit and intent to recommend, administrative procedure items and nursing staff factors have a significant effect, respectively. In conclusion, these results indicate that hospitals in Daegu region make an effort to improve the customer satisfaction level, especially, of physical environment factors on inpatients and administrative procedure factors on outpatients

• Journal of Distribution Research
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• v.13 no.2
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• pp.29-57
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• 2008

Empirical model was developed to test the building mechanism of trust dimensions and loyalty with the suppliers' bonding tactics to service firms. And interactive effects between suppliers' bonding tactics and service firms' store age was hypothesized in the trust-loyalty building processes. The model was tested in the context of animal clinics which belong to Korean Animal Hospital Association (KAHA). The data was analysed using structural equation model (SEM). The findings are as follows. First, two different relational bonding tactics play different roles in their effects on building trust dimensions toward suppliers. While supplier's social bonding tactic significantly influences on both the affective and cognitive trust of service firms, suppliers' structural bonding tactic only influences significantly on affective trust of service firms. Second, while suppliers' social bonding tactic influences on building service firms' loyalty significantly, suppliers' structural bonding tactic doesn't influence on building their loyalty. Suppliers' structural bonding tactic influences on building their loyalty indirectly through affective trust. Third, while service firms' affective trust influences on building loyalty significantly, cognitive trust doesn't. Their cognitive trust influences on building loyalty indirectly through affective trust. Fourth, the higher the firms' store age is, the more suppliers use social bonding tactics to build trust and loyalty directly. While the shorter the firms' store age is, the more suppliers partially use both the social and structural bonding tactics to build trust and loyalty. In conclusion, in the context of animal clinics' distribution channels, suppliers' relational bonding tactics with service firms differently influence to build trust sub-dimensions and loyalty. And, suppliers should take note of the interactive role of service firms' store age in the utilization of the different bonding tactics to build service firms' trust and loyalty toward suppliers. At the end of the paper, managerial implications, limitations, and future research directions are suggested.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.261-276
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• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• Industry Promotion Research
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• v.3 no.2
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• pp.21-31
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• 2018

This study conducted a hypothesis test to examine the effect of integrated service quality of nursing and care on medical service performance. The results of this study are as follows. First, the perceived performance, loyalty, perceived performance, perceived loyalty, and perceived loyalty of medical service achievement, perceived performance of medical service performance, responsiveness, confident, empathy, The results show that adoption has a positive impact on loyalty. In other words, the integrated service quality proved to be very important for the medical service capacity. In order to do this, institutional efforts should be given priority to increase the number of nursing staff. In order to nurture excellent nursing team members, in addition to professional nursing ability, emphasis should also be placed on personality education for positive relationships through patient empathy. In this study, we can find the implication of the study that we measured the effect of integrated service quality on medical service performance.

• The Korean Journal of Health Service Management
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• v.2 no.1
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• pp.1-27
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• 2008

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

• Health Policy and Management
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• v.17 no.3
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• pp.68-86
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• 2007

This study was performed to explore the effect of customer satisfaction and switching barriers on customer royalties in medical services. 900 households, 1% sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2002. In comparison of switching barriers by sociodemographic characteristics, lower income group and lower educated group showed the higher level of recognition level on availability of changing the service provider significantly. In terms of economic loss as one of switching barriers, the group of over aged 61, the lower income group and the lower educated group felt higher than other groups. Also, the time loss of switching barrier was recognized in 41-60 aged group and employee in service industry highly. For the perceived risk factor as another switching barrier, the high educated group showed the higher recognition level in performance risk and felt higher social risk than other groups. In analysis of customer satisfaction and loyalty levels by switching barrier components, the lower level of availability of changing the service provider and the higher level of recognition for economic and time loss, they showed the higher satisfaction and loyalty levels. In final step, multiple regression analysis showed the positive relationship between customer satisfaction, switching barrier and customer loyalties. Besides, the moderating effect of switching barrier in relationship between customer satisfaction and loyalties was significant and this results suggests that the influence of customer satisfaction to customer loyalties might be weakened in high level of recognition for switching barrier. In conclusion, perceived risk of economic and time loss as switching barrier is an important factor and should be considered in planning of marketing strategy carefully in terms of defensive marketing.

• Journal of Korean Academy of Nursing
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• v.38 no.4
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• pp.603-611
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• 2008

Purpose: This study was to determine the mediator or moderator role of empowerment in the relationship between the head nurse's transformational leadership and organizational commitment as perceived by staff nurses. Methods: Data was collected from 451 nurses in a tertiary hospital located in B city by means of structured questionnaires. Data was analyzed with descriptive statistics, Pearson's correlation coefficient and hierarchial multiple regression using the SPSS program. Results: Empowerment showed mediating effects between the head nurse's transformational leadership and organizational commitment as perceived by staff nurses. However, empowerment did not show moderating effects. Conclusion: Nurses' perception of empowerment, the head nurse's transformational leadership and organizational commitment have a strong relationship. This finding suggests the importance of empowering nurses to increase organizational commitment.

• The Korean Journal of Health Service Management
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• v.4 no.2
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• pp.1-10
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• 2010

The purpose of this study is to examine impacts of psychological empowerment of dental hygienists who were employed to dental hospital or clinic on organizational commitment, job satisfaction and turnover intention as strong predictors of turnover rate. Major findings in this study include that the more psychological empowerment increase, the more job satisfaction and organizational commitment will increase, which can decrease turnover intention after all. This result indicates that the managers of dental hospital and clinic should perceive that the consistent management effort to improve psychological empowerment can increase job satisfaction, and finally will increase the organizational commitment that means the loyalty to organization.