• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• Journal of dental hygiene science
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• v.13 no.3
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• pp.246-253
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• 2013

The present study was carried out to evaluate the impacts of the qualities of dental medical services on service value, consumer satisfaction and consumer loyalty for 221 patients who visited 17 dental hospitals or clinics located in Busan and Ulsan using questionnaires and obtained the following conclusion. By gender, males had higher perceptions of para-language than females did in the qualities of the dental medical services, and by the level of education, college students and university graduates had higher perceptions of body language and physical appearance. Scores of service value, consumer satisfaction and customer loyalty were higher in males, college students and university graduates, and married patients, but those were not statistically significant. It turned out that the qualities of the dental medical services were correlated with service value, consumer satisfaction and consumer loyalty. As the perception of para-linguistic and verbal communication in the qualities of the medical services increased, service value increased; as the perception of verbal communication and physical appearance increased, consumer satisfaction increased; and as the perception of verbal communication, physical appearance and body language increased, consumer loyalty increased. To sum up the above findings, the qualities of dental medical services influence service value, consumer satisfaction and consumer loyalty, so in the future, it will be necessary to study quality dental medical services with which patients are satisfied.

• 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.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.

• Korea Journal of Hospital Management
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• v.24 no.1
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• pp.36-47
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• 2019

Purposes : The purpose of this study is to analyze empirically the consturct development of brand trust in dental clinic service and its influence on both satisfaction and brand loyalty of clinic users in Seoul area. Methodology : To test the hypotheses, the structured instrument was employed to question to patients and their guardians who had used dental clinics in the metropolitan area. 207 cases were analyzed with structural equation method through SPSS 18.0 and AMOS 22.0, and findings of the test as follows. Findings : Firstly, both functional and associative images had a positive impact on the brand trust. Especially we found the influence of functional images was greater than that of the brands' associative images. Secondly, the satisfaction of dental clinic users had greater positive influence on the clinics with greater trust. Thirdly, the higher the satisfaction of health service consumers, the more positive effect on brand loyalty. This relationship between the satisfaction of dental clinic users and brand loyalty match the findings of previous studies on relations of similar variables. Practical Implications : This study shows that with greater satisfaction, the referral rate and the revisit rate of users would increase. This implies that dental clinics need to take appropriate actions to build brand trust with advertising and/or PR strategies for a good brand image. It would be necessary to research further expected variables that influence users' brand loyalty in the service, such as the dentists' level of expertise, their relationship level with customers, the quality of dental services and et al..

• The Journal of the Korea Contents Association
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• v.22 no.2
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• pp.578-592
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• 2022

The purpose of this study is to verify the relationship between medical service quality, relationship quality and patient loyalty in domestic nursing hospitals and the mediating effect between medical service quality and patient loyalty. A survey was conducted on 324 inpatients in nursing hospitals, and statistical analysis was conducted on the collected data through questionnaire survey. The following main results were derived. First, among the quality of medical services, the reputation of nursing facility equipment, nursing medical staff, nursing service system, and nursing facility was found to have a significant positive effect on the quality of the relationship, but medical expenses had no significant effect. Second, among the quality of the relationship, both trust and commitment were found to have a significant positive effect on patient loyalty. Third, among the quality of medical services, the reputation of nursing facility equipment, nursing medical staff, nursing service system, and nursing facility was found to have a significant positive effect on patient loyalty, but medical expenses had no significant effect. Fourth, it was found that nursing facility equipment, nursing medical staff, nursing service system, and reputation of nursing facilities, excluding nursing care expenses, all had a positive effect on patient loyalty through the quality of relationships between patients and hospitals.

• Knowledge Management Research
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• v.12 no.3
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• pp.39-58
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• 2011

As the information from today's knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities. The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.12
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• pp.5819-5826
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• 2011

Recently in the dental world, competition in the medical industry has been intensified due to the prolonged economic stagnation, the quantitative expansion of medical institutions, the enhancement of medical consumers'awareness of rights, and the diversity of medical consumer needs. Dental institution management of the difficulties is the requirement for dental institution to ensure competitiveness. So Word-of-Mouth marketing, which creates high marketing effectiveness with low cost, needs to be actively utilized as a new alternative to mass communication marketing. This research is to accurately grasp the target group of dental medical marketing activities through research on the degree of customer loyalty and Word-of-Mouth effects according to character trait of the patients visiting dental clinics, and to present the basic data for Word-of-Mouth marketing strategies from a viewpoint of practical business through presenting Word-of-Mouth promotion factors. To achieve this, questionnaire survey was conducted on 10 dental clinics located in Daegu for 4 weeks from April 11, 2011 to May 6, 2011 and 612 copies of responses to the questionnaires for final data for analysis were obtained. The results of the analysis are as follows. There were no significant differences in the degree of customer loyalty according to character trait of the subjects between the introverts and the extroverts, and the subjects with high market mavens propensity were found to show high degree of customer loyalty (F=5.243, p=.006). In the differences in Word-of-Mouth effectiveness according to character trait, there were greater differences in Word-of-Mouth experiences in the extrovert subjects ($x^2$=6.738, p=.006) and the subjects with high market mavens propensity ($x^2$=17.251, p=.000). The results of this research clarifies the degree of customer loyalty according to character trait of the patients visiting dental clinics and the differentiated influences of Word-of-Mouth effectiveness, and through this, they will become basic data for presenting ways to establish strategies from the viewpoint of practical business that should be considered in establishing dental medical marketing strategies.

• Korea Journal of Hospital Management
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• v.28 no.4
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• pp.1-22
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• 2023

Purposes: The purpose of this study is to identify and analyze the factors that affect patients reusing non-face-to-face treatments at tertiary general hospitals. Methodology: We retrospectively analyzed a patient's reuse of non-face-to-face treatment from February 1, 2020, to December 31, 2021, at a tertiary general hospital in Seoul within one year of the first non-face-to-face treatment. A frequency analysis was conducted to identify the study subjects' demographic characteristics, treatment type characteristics, disease characteristics, and hospital use type characteristics. Also, across-analysis was conducted to verify the difference in non-face-to-face treatment reuse according to the characteristics a multiple logistic regression analysis was conducted to identify the factors affecting the reuse of non-face-to-face treatment by non-face-to-face treatment patients. Findings: The results of this study can be interpreted as indicating that the following groups are more likely tore use the non-face-to-face treatment: women, children, the elderly, Patients living far from the hospital, psychiatric patients, pediatric patients, medical benefits recipients, chronic patients, patients with mobility difficulties, and patients with high loyalty to hospitals. Practical Implications: When developing a non-face-to-face treatment system in the future, based on the results of this study, it is possible to target patients who prefer non-face-to-face treatment. And this study will be research material for vitalizing non-face-to-face treatment. In addition, the activation of the non-face-to-face treatment system will be an effective means for improving the quality of medical services and generating profits in hospitals in the future.

• Journal of Korean Classical Literature and Education
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• no.15
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• pp.5-29
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• 2008

This study examined how Ji-Won Park(Yeonam) created the eaning of things based on the epic of self and how his travel experience manifested on the epic of self. First of all, the author examined that how Yeonam interpreted the meaning of things based on his own reflection using the examples of "The Golden Arbor" and "Baeki-Sukje." As a result, the author found that Yeonam focused on the material value of "the Golden Arbor" rather than the reason of creation of "The Golden Arbor." Yeonam also used "Baeki-Sukje" as an ironic representation rather than the original meaning of loyalty and integrity. Second, it helped to present personal self epic since travel experience and the atmosphere of the travel journey could reduce the pressure from the epic of society on individuals. For instance, when Ji-Won Park (Yeonman) traveled the China (the country of Chung) where society promoted public welfare, Yeonman was able to express himself freely which showed utilitarian over justice. Finally, the author talked about how a book of travels can be used for the case of literature therapy since "Yeulhailgi" was written by Yeonam while he was traveling. The author indicated that it might be useful for the patients to write own travel journey since the therapist could analyze the mind of patients by the epic of self. In addition, using a book of travels also can be valuable for the patients since the therapist could analyze the condition of patients as well as help patients see through themselves while reading a book of travels.