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KMID : 1235020090030010079
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Health Service Management Review
2009 Volume.3 No. 1 p.79 ~ p.88
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An Effect of Service Quality on Customer Satisfaction and Re-use Intent: Focusing on Moderating Effect of Trust in Large-size Hospitals
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Cho Chul-Ho
Shine Eun-Kyu
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Abstract
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Objectives: Through this study, in terms of service marketing, we intend to offer several significant implications to managers of related companies and hospitals. This study is designed to explore medical service quality factors in Large-size hospitals and the relationship among service quality, customer satisfaction and reuse intention. Additionally, we explored the roles of trust and moderating valuables in causal relationships.
Methods: For empirical analysis, We investigated using exploratory factor analysis, confirmative factor analysis, correlation analysis of each factors and path-analysis using AMOS 4.0 package.
Results: In terms of service quality, the relationship between customer``s satisfaction and re-use intent is adoptable in Model 1 and Model 2.
Conclusion: These days, medical service quality and trust are regarded as important factor in successful hospital management. Generally, service quality affects customer satisfaction and revisit intent in diverse service industries, and most researchers agree with these conclusions.
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KEYWORD
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Large-size Hospital, Service Quality, Customer Satisfaction, Trust
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