|
KMID : 0926620080130040076
|
|
Korean Journal of Hospital Management
2008 Volume.13 No. 4 p.76 ~ p.100
|
|
|
Determinants affecting patients Loyalty in medical service: An empirical study on comparison with in-patients and out-patients using multi-group structural equation model
|
|
Lee Sang-Chul
Chang Sung-Goo
Han Sang-Sook
Kim Yang-Kyun
|
|
|
Abstract
|
|
|
|
The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today’s volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.
|
|
|
KEYWORD
|
|
|
Healthcare, Service Quality, Service Value, Customer Satisfaction, Customer Loyalty, Multi-group Structural Equation Mode
|
|
|
FullTexts / Linksout information
|
|
|
|
|
|
Listed journal information
|
|
 
|