• 한국병원경영학회지
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• 제20권4호
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• pp.1-13
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• 2015

This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.

• 한국병원경영학회지
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• 제14권4호
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• pp.25-51
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• 2009

This model was empirically developed to test the effect of medical service quality and hospital's reputation on customer satisfaction, repurchase intention, and negative word of mouth as to disease severity. The model was tested in the context of the hospital industry. The findings are as follows. First, medical service provider's functional quality and technical service quality have significant effect on customer satisfaction. Second, hospital's reputation has positive(+) effect on customer satisfaction and significant negative effect on negative word of mouth. Third, customer satisfaction with medical service quality has significantly positive effect on customer's repurchase intention and has negative(-) effect on customer's negative word of mouth. Furthermore, customer's negative word of mouth has negative effect on their repurchase intention. Fourth, as to different disease severity, medical service quality and hospital's reputation have different effect on customer satisfaction, repurchase intention, and negative word of mouth. When patients get slightly ill, functional service quality and technical service quality have direct influence on customer satisfaction which has positive influence on repurchase intention and negative influence on negative word of mouth. Finally, negative word of mouth has negative effect on customer's repurchase intention. However, while hospital's reputation doesn't have effect on customer satisfaction, the reputation has significantly negative effect on negative word of mouth. When patients get seriously ill, only functional service quality has positive effect on customer satisfaction which influences on customer's repurchase intention and negatively influences on negative word of mouth. On the contrary, negative word of mouth doesn't influence on customer's repurchase intention as patients want to treat serious diseases in the large general hospitals even though negative word of mouth is known to them.

• 보건의료산업학회지
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• 제4권1호
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• pp.1-10
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• 2010

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

• 한국컴퓨터정보학회논문지
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• 제25권1호
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• pp.177-185
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• 2020

본 연구는 환자가 지각한 의료서비스품질이 만족, 병원명성 및 충성도에 미치는 영향을 분석하여 기존 고객의 이탈을 막고 재이용의도를 증진함으로써 병원의 수익성과 경쟁력을 높이기 위한 전략적인 방법을 제공하는 것이다. 구조 모형 분석과 확인 요인분석을 위해 AMOS 20.0을 사용하였고, 실증분석을 위하여 SPSS 21.0 프로그램을 사용하였다. 분석 결과 의료서비스품질은 만족과 명성에 유의한 영향을 미쳤으며, 의료서비스품질은 만족에 가장 큰 영향을 주었다. 만족은 명성과 충성도에 긍정적인 영향을 미쳤고, 충성도를 결정하는 중요한 요소이다. 환자들이 만족할 수 있는 서비스 품질 개선과 환자와의 관계 구축의 중요성을 인지하고 관계강화를 위한 방안을 마련해야 할 것이다.

• 경영과학
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• 제29권2호
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• pp.105-125
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• 2012

As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient' cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

• 한국병원경영학회지
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• 제16권3호
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• pp.115-132
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• 2011

Prior research in medical service field have mainly focused on service quality, satisfaction, and choice attributes of hospital. However, a little research has been done on "Which service quality attributes are more preferred by customer motivation(customer regulatory focus)". This study examines how regulatory focus affects the structural impact relationships of service quality and emotion(quiescence) on perceived value in medical service context. Especially, this research draws the moderating effects of regulatory focus between medical service quality, emotion, and perceived value. The Results were summarized as follows: The relative impacts of medical service quality on customer emotion are different depending upon the regulatory focus. Hospital reputation is shown to be more important factors in prevention-oriented customer, while physical environment is the case in promotion-oriented customer. The relative impacts of medical service quality and emotion on perceived value are different depending upon the regulatory focus. Hospital reputation, convenience, and accessibility are shown to be more important factors in promotion-oriented customer, while physical environment is more important in prevention-oriented customer. Also, emotion has a positive influence on perceived value in prevention-oriented customer, whereas the effect of emotion is not significant in promotion-oriented customer.

• 산경연구논집
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• 제10권4호
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• pp.67-76
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• 2019

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

• 한국병원경영학회지
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• 제20권4호
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• pp.50-61
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• 2015

Advances in healthcare technology and rapid economic growth lead to the increased life expectancy and consequently the size of elderly population. Korea is one of the countries that are rapidly aging. Thus, it is particularly important to prepare for the aging society. Recently, the number of healthcare institutions for the elderly citizens has increased. The purpose of selecting a hospital for the elderly is, in general, maintenance of health rather than improvement of health receiving proper treatment. Unlike choosing a hospital for treatment, customers of a long term care hospital have a different set of factors to consider. Especially, when choosing a long term care hospital, the influence of patient's family is greater than the patient. This study examines the factors they consider for long term care hospital. A total of 198 questionnaires were collected from the families of actual patients of long term care hospitals. Twelve questionnaires were found to be non-usable because of missing and unsatisfactory responses. Consequently, 186 questionnaires were used for the analyses. Findings of this study are as follows. First, seven factors have been identified to consider when choosing a long term care hospital for the elderly. They include convenience of facilities, costs variety of facility programs, service hours, reputation, accessibility, quality of medical staff, medical facilities, and facility size. Second, This study measured both importance and satisfaction with these attributes and analyzed the difference between them. Satisfaction was lower than importance in the categories of convenience of facilities, costs, and programs, and accessibility. On the other hand, satisfaction was higher in terms of service hours, reputation, and quality of medical staff. Finally, the current study found positive impact of accessibility and quality of medical staff on reuse intention of a long term care hospital.

• 보건행정학회지
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• 제13권3호
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• 한국병원경영학회지
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• 제5권2호
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• pp.59-77
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• 2000

There are increasing interest and need for information on health care consumer with the significance of hospital marketing and strategic planning being increasingly emphasized. This study was conducted to investigate the criteria for selection of medical facilities according to the characteristics of cataract patient. In order to investigate the major factors affecting selection of medical facilities by cataract patient, 300 subjects of cataract patients who was operated at 5 various medical care facilities were selected. Questionnaires are given on March, 2000 and 273 questionnaires were collected. Two types of hospitals(Eye Hospital and University hospital) were combined and analyzed. The main results of this research is as following; 1. In general characteristics of the patients, the variables shown statistically a significant difference between Eye Hospital and University Hospital; The6 educational level and average income are significantly higher in University Hospital Patient. 2. University Hospitals were preferred by the factors of social relationship, social reputation. The critical factors in reference for Eye hospital were kindness, service speed and convenience. This study can be used as a baseline data for marketing planning of hospital management. But the study may be limited in that the results cannot be generalized due to its small sample size and not being able to reflect demographic variables and life style. Further studies to investigate the hospital consumer behavior will be needed.