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KMID : 1002520190130020027
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Korean Journal of Health Service Management
2019 Volume.13 No. 2 p.27 ~ p.38
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Structural Relationship Between Quality of Medical Service, Patients’Emotional Attachment, Customer Satisfaction, and the Customer Behavioral Intention of Small and Medium Hospitals - Mediating Effect of Emotional Attachment and Customer Satisfaction -
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Lee Yeon-Sook
Park Ae-Jun
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Abstract
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Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals.
Methods: 228 patients who have used small and medium hospitals’ medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23.
Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention.
Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.
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KEYWORD
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Quality of Medical Service, Emotional Attachment, Customer Satisfaction, Behavioral Intention
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