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KMID : 0926620170220030031
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Korean Journal of Hospital Management
2017 Volume.22 No. 3 p.31 ~ p.45
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Hospital Choice: Which Type of Healthcare Service Quality Matter?
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Lee Ju-Yang
Lee Sun-Young
Cheong Jong-One
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Abstract
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The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) `assurance` and `empathy` of medical service are basically, positively affect revisiting intention and recommendation; 2) `empathy` is the most important factor affecting revisiting intention; and 3) `tangibility` significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on `empathy` among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.
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KEYWORD
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Medical Service, Service Quality, Hospital choice, Revisiting intention, SERVQUAL
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