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KMID : 0614820090150030455
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Journal of Korean Academy of Nursing Administration
2009 Volume.15 No. 3 p.455 ~ p.462
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Influencing Factors on Customer Loyalty in Nursing Homes
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Yom Young-Hee
Lee Mi-Aie
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Abstract
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Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes.
Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression.
Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents’ length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty.
Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.
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KEYWORD
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Quality of health care, Consumer satisfaction, Nursing homes
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