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KMID : 1002520220160020001
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Korean Journal of Health Service Management
2022 Volume.16 No. 2 p.1 ~ p.12
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Mediating Effect of Empathy between Hospital Internal Service Quality and Hospital Satisfaction through SEM Analysis
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Suh Jeong-Kyo
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Abstract
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Objectives: In view of the fact that the level of evaluation of hospital service quality, we will examine the extent to which empathy plays a mediating role in the impact of hospital service quality on hospital satisfaction.
Methods: We want to verify the indirect effect as a parameter of empathy between hospital internal service quality and hospital satisfaction by SEM analysis.
Results: The potential variables in which empathy plays a complete-mediated role in hospital satisfaction are reliability and responsiveness, and the potential variables that play a partial-mediated role are guaranteedness and assurance. Conversely, growth potential does not play a mediating role in hospital satisfaction, it only has a direct effect.
Conclusions: This implies that no matter how good the quality of service inside the hospital is, in order to be connected to hospital satisfaction, a synergy will occur when there is sufficient mutual consensus between the internal customers of the hospital or between the internal customers and the external.
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KEYWORD
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Internal Service Quality, Hospital Satisfaction, SEM, Empathy, Mediating Effect
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