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KMID : 1235020100040010065
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Health Service Management Review
2010 Volume.4 No. 1 p.65 ~ p.74
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An Effect of Medical Service Quality on Customer Satisfaction, Relationship Quality and Reuse intent -Focusing Small-size Medical Clinic in Daegu Area-
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Cho Chul-Ho
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Abstract
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These days, medical service quality and relationship quality are regarded as important factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Small-size Medical Clinic and relationship among service quality, customer satisfaction, relationship quality and reuse intention. Additionally, we explored roles of relationship quality as moderating valuables in causal relationship. Through conclusion of this study, we could find that medical specialized knowledge, kindness, and good manners affected customer satisfaction, relationship quality and reuse intent directly and indirectly. Moreover we found that relationship quality was playing an important role as connecting bridge between customer satisfaction and reuse intent.
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KEYWORD
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Medical Service Quality, Customer Satisfaction, Relationship Quality, Reuse Intent
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