• International Journal of Advanced Culture Technology
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• v.9 no.4
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• pp.431-438
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• 2021

We conducted this study to identifythe impact of mobile social commerce service quality on customer satisfaction and repurchaseintentions. The survey method used the self-recording way in which the respondents selected for the study and distributed 300 questionnaires, and with due personal care, researchers collected all the distributed questionnaires. The service quality in mobile social commerce has been selected as a factor of price, convenience, interaction and information through previous research. The results of this study are summarized as follows: First, the mobile social commerce service quality attributes all affected significantly(p<.05) customer satisfaction and the beta value of Economic Efficiency was the highest among the service quality attributes. Second, also the customer satisfaction influenced on consumer repurchase intentions significantly(p<.05).Based on the results of this study, we should strive to establish effective marketing strategies in the mobile social commerce industry.

• Journal of the Korean Society of Physical Medicine
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• v.5 no.3
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• pp.421-434
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• 2010

Purpose : The purpose of this study is to understand the attitudes to internal service quality between coworkers, service quality to patients, job satisfaction, organizational identification and job identification of physical therapists in medical organizations. Methods : Data were collected from physical therapists working in medical organizations. 195 questionnaires were analyzed. Participants' total mean, group mean by age, sex, career and type of medical organization and the variables' correlations were examined. Results : The attitudes of physical therapists to five variables were very positive. Especially job identification was strong. The significant differences between groups were found in some variables. All variables except age and career were positively related to each other. The correlation between age and career was very high. Age and career were related to some of variables. Conclusion : To improve organizational performances it should be a top priority to understand the attitudes of physical therapists in organizations.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.541-553
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• 2013

Purpose: This study intends to offer strategic implications that can be used in emergency medical service of large-size hospital through analysis of causal relationship among factors such as emergency medical service, patient value, patient satisfaction and reuse intention. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: As a result of empirical analysis, we found that emergency medical service qualities of general hospital could be six components. Image of hospital, medical facilities, and attitude of medical staff are positively related to patient satisfaction and reuse intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations to be solved through additional study in future.

• The Journal of the Korea Contents Association
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• v.17 no.12
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• pp.617-627
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• 2017

The purpose of this study was to investigate the effect of medical service quality perceived by general hospital inpatients on satisfaction and loyalty. Data were collected and analyzed through questionnaires of 310 hospitalized patients in general hospital in Gyeonggi-do. The main results of this study are as follows. First, the effect of medical service quality on satisfaction was statistically significant in procedural procedure, hospital life (doctor, nurse), employee friendliness, hospital environment and service satisfaction(p <.001). Second, the effect of medical service quality on loyalty was statistically significant in hospitalization (nurse), hospitalization (doctor), hospital environment and service loyalty(p <.05). Finally, the effect of inpatient satisfaction on loyalty was found to have a significant effect on satisfaction(p <.001). The higher satisfaction with medical service quality affects the loyalty, and it is an important factor in future re-hospitalization and recommendation of hospital to others. Therefore, management should establish policies on quality of medical service to improve the satisfaction and loyalty of hospitalized patients. It should be reflected.

• Korea Journal of Hospital Management
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• v.13 no.3
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• pp.44-68
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• 2008

The purpose of this study is to identify which factors of medical service quality were considered important by patients based on survey on eight hospitals located in Seoul. We analyzed the difference in impact of health service quality factors between the two groups with short and long inpatient days. In addition, we analyzed which service factors affected the customer satisfaction more differently across the inpatient groups. We found that patient satisfaction was not different between the two groups with short and long inpatient days. But the two groups showed different priority orders of medical service factors that affect patient satisfaction. In the group with long inpatient days, the order of medical service factors are cleanness, speciality, process. In the group with short stay, important factors are speciality, cleanness and convenience of facilities. These findings imply that hospitals should set up different marketing strategies across the different inpatients groups.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.31-45
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• 2017

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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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.

• 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.

• The Journal of the Korea Contents Association
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• v.15 no.1
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• pp.286-299
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• 2015

This study was to investigate the relationship between safety & quality management changes of patient and changes in management activities based on hospital workers in five mental hospitals and five geriatric hospitals which should be required medical certifying authorities. As a result of the research study, participation whether or not of certification service of mental hospital & geriatric hospital workers was positive correlation to improve change of 'Performance level of Safety Activities for the patient' 'Provide the High Quality Medical Service for the patient' 'Respect the Rights and Responsibility of the patient' 'Performance level of Infection Control Activities' out of contents of Patient Safety & Medical Service Quality. Also developmental changes of Safety Activities for the patient Hospital Quality for the patient Rights and Responsibility of the patient out of contents of Patient Safety & Medical Service Quality need to the Capacity Management Activities through Education and training, and Medical System & Evaluation of Management Provide the High Quality Medical Service for the patient out of contents of Patient Safety & Medical Service Quality need to the need to the Customer Orientation Process.