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KMID : 1023720180730010361
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Journal of Welfare for the Aged
2018 Volume.73 No. 1 p.361 ~ p.384
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Analysis of Influencing Factors of Customer Satisfaction and Intention of Follow-up Behavior among Elderly Care Service Users Utilizing Multi-level Model
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Cho Han-Ra
Yeo Yeong-Hun
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Abstract
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The purpose of this study is to empirically analyze the factors affecting the satisfaction and follow-up behavior of the elderly care service users. To achieve this goal, we conducted a multi-level analysis of 39 institutions(level 2) and 287 users (level 1) who provide comprehensive services and long-term care insurance for the elderly. The main results are as follows. First, customer satisfaction was determined by the degree of choice right, reliability, and assurance. The degree of choice right, empathy, region, institution type, history, and evaluation result were found to affect follow-up behavior. Second, follow-up behavior was more influenced by institutional factors than satisfaction. This study overcomes the scope of the previous related studies that have examined the determining factors of customer satisfaction and follow-up behavior separately.
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KEYWORD
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elderly care service, customer satisfaction, intention of follow-up behavior, multi-level analysis
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