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KMID : 0926620120170020001
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Korean Journal of Hospital Management
2012 Volume.17 No. 2 p.1 ~ p.20
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The Effects of Internal Service Quality Factors on Customer Orientation in Small and Medium Hospitals
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Kim Sung-Ho
Kim Young-Hoon
Kim Jang-Mook
Sung Dong-Hyo
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Abstract
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This study aims to suggest managerial strategies for strengthening their competitiveness via analyzing and determining factors to help improve customer orientation and internal customer satisfaction. Furthermore, this study aims to find out the factors of internal service quality affects job satisfaction and customer orientation. The data was collected in 5 small and medium hospitals on 215 workers who had direct interactions with customers. Through regression analysis, all factors of internal service quality affects job satisfaction, however only two factors, credibility and sympathy appeared to affect customer orientation.
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KEYWORD
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Internal Service Quality, Customer orientation
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