• 서비스연구
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• 제9권4호
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• pp.63-80
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• 2019

본 연구는 종합검진센터의 물리적 환경이 의료서비스가치와 의료서비스만족도를 매개변수로 하여 전환장벽에 미치는 영향 연구를 통해 종합건강검진센터의 경쟁력을 제고할 수 있는 전략적 시사점을 제시하는 것이다. 이러한 연구목적을 달성하기 위해 종합검진센터에서 건강검진을 받은 고객을 대상으로 총 324부의 설문조사를 실시하여 분석하였다. 가설검정 및 인과관계를 확인하기 위해 공분산구조분석을 하였다. 연구결과 물리적 환경이 의료서비스가치 및 의료서비스만족도에 유의한 영향을 미치는 것으로 나타났다. 의료서비스가치도 의료서비스만족도에 유의한 영향을 미치는 것으로 나타났다. 의료서비스가치는 전환장벽에 영향을 미치는 것으로 나타났지만 의료서비스만족도는 전환장벽에 영향을 미치지 못했다. 연구의 시사점으로는 물리적 환경이 의료서비스가치 및 의료서비스만족도에 유의한 영향을 미치는 것으로 나타났으므로 종합검진센터의 현대화를 통한 정확한 검진과 오진을 최소화할 수 있는 최신 의료장비를 갖추어야 한다. 또한 의료서비스가치가 전환장벽에 유의한 영향을 미치는 것으로 나타났으므로, 의료서비스가치를 제고할 수 있는 방안을 구축해야 한다. 경쟁 업체보다 차별화된 검진항목과 비용우위를 통해 지속가능한 고객유지 및 신규고객 창출을 도모해야 한다. 종합검진서비스와 함께 의료커뮤니케이션의 강화, 의료복합문화공간과 같은 서비스가치 향상을 위해 노력함과 동시에 우수 인력배치 및 끊임없는 교육을 통해 고객 우선의 종합검진센터 조직문화를 구축해야 한다.

• Journal of Preventive Medicine and Public Health
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• 제33권4호
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• pp.426-435
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• 2000

Objectives : To determine the relationships among quality, satisfaction, value and purchase intention in health care service. Methods : The data were gathered from out-patients who had used hospital services. They were asked to assess service quality, satisfaction, service value, and purchase intention. A total of 557 usable questionnaires were gathered. The data were analyzed using SAS version 6.12. The analysis methods employed in the study were confirmatory analysis and covariance structural analysis. Results : Service quality exhibited a significant and positive relationship with satisfaction, service value, and purchase intention. Furthermore, satisfaction had a significant and positive relationship with purchase intention. And finally, service value had a significant and positive relationship with both satisfaction and purchase intention. Based on these findings, it is evident that satisfaction was a mediator between service quality and purchase intention. Also service value played a mediating role between service quality and satisfaction. Conclusions : These results suggest that service quality is an antecedent of satisfaction and sonics value, and exerts a stronger influence on purchase intentions than satisfaction and service value do. Thus, managers may need to emphasize service quality in health care.

• 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.

• 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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• 제18권4호
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• pp.18-38
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• 2013

This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, indoor environment, admission procedure, hospital image, service quality of physicians nurses medical technicians medical staff that patients perceived. Inpatients and outpatients were selected from three hospital in D city Questionnaire survey was employed to collect data from the subjects. For inpatients, indoor environment, admission procedure, hospital image and service quality of physicians have an effect on perceived value. Admission procedure, hospital image and service quality of physicians nurses medical technicians has an effect on the patient satisfaction. Hospital image and service quality of physicians nurses medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. For outpatients, Admission procedure, hospital image and service quality of physicians medical technicians have an effect on perceived value. Indoor environment, hospital image and service quality of physicians medical technicians medical staff has an effect on the patient satisfaction. Indoor environment, hospital image and service quality of physicians medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve middle hospitals.

• 디지털융복합연구
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• 제8권4호
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• pp.137-150
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• 2010

본 연구는 의료서비스 품질 및 서비스 가치가 고객행동에 미치는 영향에 대해서 검증을 하였다. 의료서비스는 고객 상호간의 작용품질이며, 양질의 관계는 고객이 지각하는 품질에 기여하고 나아가서는 장기적인 관계구축을 가능하게 한다. 그러므로 관계품질이 의료 서비스 품질, 서비스 가치와 고객 행동사이에서의 매개역할을 하는 것을 검증 하였다. 본 연구 결과에 다르면 의료서비스품질, 서비스가치가 고객의 행동에 직접적인 영향을 미치는 것 보다는 고객이 지각하는 품절인 관계품질을 매개로 하는 것이 고객행동에 더 큰 영향을 주는 것으로 나타났다. 고객행동의 성과 극대화는 우선적으로 고객만족과 신뢰를 얻어야하며 이를 위한 의료 서비스품질 및 서비스가치의 질을 개선하기위한 마케팅 전략구축에 시사하는 바가 크다고 할 수 있다.

• 보건의료산업학회지
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• 제8권2호
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• 보건의료산업학회지
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• 제7권2호
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• pp.53-67
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• 2013

This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, admission procedure, hospital image, service quality of physicians that patients perceived. For inpatients, hospital image and service quality of medical technicians have an effect on perceived value. Service quality of physicians has an effect on the patient satisfaction. For outpatients, hospital image and service quality of physicians and medical technicians have an effect on perceived value. Outdoor environment, hospital image, service quality of physicians and medical technicians, and perceived value have an effect on patient satisfaction. Perceived value and patient satisfaction have an effect on revisit intention. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve specialty hospitals.

• 한국병원경영학회지
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• 제17권3호
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• pp.57-82
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• 2012

The primary purpose of this study is to examine consumers'probing actions to see what information sources consumers search for medical information when there are diverse medical service information channels, and classify consumers by information source. Its secondary purpose is to understand trust of information and attitude toward information by consumer type, value of medical service, satisfaction with medical service, and word-of-mouth intention. This study will concretely identify information utilization patterns of medical consumers, and explain the unique characteristics and behavior of segmented types of medical consumers. The significance of this study lies in the search for ways to establish information channels trusted by consumers for building an efficient medical service market in the future. The results of this study show that consumers were classified by the latent class analysis(LCA) into 5 types: low-level information seekers, word-of-mouth information seekers, mass media information seekers, digital information seekers and diverse information seekers. The reliability of information sources by type of medical consumer was statistically significant, and in the analysis of differences in consumer attitude, there was a statistically significant difference in cognitive responses. The value of medical service was statistically significant in health recovery and medical service word-of-mouth intention.

• 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.