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KMID : 0379220100300020355
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Journal of Korea Gerontological Society
2010 Volume.30 No. 2 p.355 ~ p.368
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A Analysis of Relationships among Quality, Satisfaction and Purchase Intention Perceived by Home Help Service Users
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Kwon Jin-Hee
Han Eun-Jeong
Kang Im-Ok
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Abstract
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The main objective of this study is to determine the relationships among home help service user’s perceived service quality, overall satisfaction and purchase intention. The data were gathered from users who have used home help service in long-term care system. A national cross-sectional descriptive survey was conducted in December 2008, using proportionate quota sampling. Finally, 241 home help service users wrote informed consents and completed questionnaires which included characteristics of beneficiaries, perceived quality of service(13 items), overall satisfaction(1 item) and purchase intention(1 item). The Structural Equation Modeling(SEM) analysis was conducted to find a causal relationship of perceived quality, overall satisfaction and purchase intention. This study shows firstly, the quality of service was categorized into three dimensions, that is, contract, service content?process, and solution of problem or complain. Secondly, the reliability and validity of service quality items were satisfied. Finally, in the total effect of perceived quality and satisfaction for purchase intention, overall satisfaction(path coefficients=0.333) and service content?process(0.301)
is more higher than other variables. These findings imply that service quality is an antecedent of overall satisfaction and purchase intention. Therefore, the quality of service including service content process should be emphasized in home help service facilities for long-term care.
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KEYWORD
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Long-term care, Home help service, Quality, Satisfaction, Purchase intention
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