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KMID : 1002520200140010031
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Korean Journal of Health Service Management
2020 Volume.14 No. 1 p.31 ~ p.42
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The influences of Medical Service Quality on Customer Trust, Customer Value, and Customer Loyalty in Specialized Hospitals
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Park Byung-Seog
Choi Ho-Kyu
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Abstract
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Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value.
Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software.
Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078).
Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.
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KEYWORD
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Medical Service Quality, Customer Trust, Customer Value, Customer Loyalty, Specialized Hospital
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