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KMID : 0926620110160010027
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Korean Journal of Hospital Management
2011 Volume.16 No. 1 p.27 ~ p.49
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The Antecedents of the Trust and Customer response for Healthcare Service
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Shin Hyun-Hee
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Abstract
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This study tried to examine the antecedents of antecedents of trust and customer response at the healthcare service. A total of 230 patient’ data were used with a structural equation analysis. They were verified by covariance modeling, using SPSS 18.0 and AMOS 5.0program. Trust is significantly affected by the three factors. Doctors’ professionalism and effort of relationship continuity have a positive impact on trust simultaneously. Also, brand reputation have a positive impact on trust simultaneously. But, Trust is not significantly affected by tangibles. And, Trust has a not positive impact on the word of mouth(WOM). Satisfaction has a positive impact on the repurchase and WOM. Repurchase has a positive impact on the WOM.
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KEYWORD
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Trust, Antecedents, Customer response, Healthcare Service
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