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KMID : 0387320050150030060
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Korean Journal of Health Policy and Administration
2005 Volume.15 No. 3 p.60 ~ p.78
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The Causal Relationship of Health Service Quality, Satisfaction, Intention to Revisit and Intention to Recommend Perceived by Health Center Visitors
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Park Jae-San
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Abstract
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The main objective of this study is to define the nature of the patient service quality of Health Centers, and based on that, to examine the causal relationship of Health Center visitor’’s perceived service quality with overall satisfaction, intention to revisit and intention to recommend. Data are collected on the basis of the second field survey of ’’3rd Regional Health Care Planning’’ operated by the Ministry of Health and Welfare(MOHW). In this study, the 24 patient satisfaction questions are used as outcome indicators. The samples are 3,091 patients who visited 68 Health Centers. The reliability and validity of patient service quality items was evaluated. Finally, the Structural Equation Modeling(SEM) analysis was conducted to find a causal relationship of service quality, patient satisfaction, intention to revisit and intention to recommend. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and convenience of utilization process. Secondly, the reliability and validity of patient service quality items was satisfied. Lastly, the total effect of convenience of utilization process factor on satisfaction(path coefficients=1.721), intention to revisit(0.843) and intention to recommend(0.696) is more higher than other variables. These findings imply that the quality of various services concerning convenience of utilization process at Health Centers should be improved to satisfy the health need of community people and improve the service quality of Health Centers.
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