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KMID : 0926620120170030037
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Korean Journal of Hospital Management
2012 Volume.17 No. 3 p.37 ~ p.56
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The Effects of Medical Service Quality on the Customer Satisfaction and Intention of Revisit in Long-Term Care Hospitals
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Yang Jong-Hyun
Chang Dong-Min
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Abstract
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The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in long-term care hospitals. To achieve purpose of the research, the data was collected from 321 patients in 8 long-term care hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as convenience and accessibility have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise of the service quality factors has positive influence upon intention of revisit in long-term care hospitals. Therefore, the results of this study show that the medical service quality factors which are convenience and accessibility leading to customer satisfaction are important factors to select long-term care hospitals
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KEYWORD
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Medical Service Quality, Customer Satisfaction, Intention of Revisit, Long-Term Care Hospitals
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