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KMID : 0926620000050020120
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Korean Journal of Hospital Management
2000 Volume.5 No. 2 p.120 ~ p.141
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The Relationship of Complaining Type, Complaining Behavior, and Subsequent Purchase Intention of the Visitors ot the Help-desk Centers in General Hospitals
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Abstract
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The purpose of this study is to identify and clarify the factors which affect the complaining type, the complaining behavior, and the subsequent purchase intention.
The data in this study is collected through questionnaires from patients with grievances who visited the help desk centers of 3 general hospitals in Seoul. Total 70 questionnaires were collected.
The conclusions from this study can be summarized as follows;
1. The complaining type(related with medical service) have relatively correlation with the having of occupation among demographic characteristics and select motivation of hospital.
2. The complaining type(related with medical service) has an effect on the official
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