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KMID : 0926620100150020107
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Korean Journal of Hospital Management
2010 Volume.15 No. 2 p.107 ~ p.128
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An Effect of Medical Service Quality on Relationship Quality, Customer Satisfaction and Reuse Intent in Oriental Medical Hospital
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Cho Chul-Ho
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Abstract
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These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.
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KEYWORD
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Oriental Medical Hospital, Medical Service Quality, Customer Satisfaction, Relationship Quality, Reuse Intent
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