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KMID : 0926620150200040001
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Korean Journal of Hospital Management
2015 Volume.20 No. 4 p.1 ~ p.13
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A Study on the Interrelationship Among Healthcare Service Quality, Customer Satisfaction, Hospital Loyalty and the Mediation Role of Medical Service Value and Hospital Reputation
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강현수:Kang Hyun-Soo
이문성:Lee Mu-Sung/현숙정:Hyung Sook-Jung
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Abstract
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This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.
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KEYWORD
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Healthcare service quality, Customer satisfaction, Hospital loyalty, Medical service value, Hospital reputation
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