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KMID : 0926620130180040018
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Korean Journal of Hospital Management
2013 Volume.18 No. 4 p.18 ~ p.38
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A Study on Medical Service Quality affecting percieved value, Satisfaction and Intention of Revisit in Middle Hospitals
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Ji Kyung-Ja
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Abstract
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This study aims to analyze the effect of quality of health care on perceived value, patient satisfaction and revisit intention. Especially, it was focused on outdoor environment, indoor environment, admission procedure, hospital image, service quality of physicians ? nurses ? medical technicians ? medical staff that patients perceived. Inpatients and outpatients were selected from three hospital in D city Questionnaire survey was employed to collect data from the subjects. For inpatients, indoor environment, admission procedure, hospital image and service quality of physicians have an effect on perceived value. Admission procedure, hospital image and service quality of physicians ? nurses ? medical technicians has an effect on the patient satisfaction. Hospital image and service quality of physicians ? nurses ? medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. For outpatients, Admission procedure, hospital image and service quality of physicians ? medical technicians have an effect on perceived value. Indoor environment, hospital image and service quality of physicians ? medical technicians ? medical staff has an effect on the patient satisfaction. Indoor environment, hospital image and service quality of physicians ? medical technicians have an effect on revisit intention. Perceived value have an effect on the patient satisfaction. Perceived value have an effect on revisit intention. Patient satisfaction have an effect on revisit intention. They should evaluate customer satisfaction on their services and analyze various factors that affect on it to improve middle hospitals.
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KEYWORD
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Quality of Medical Services, Perceived value, Patient satisfaction, Revisit intention
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