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KMID : 1235020170110020001
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Health Service Management Review
2017 Volume.11 No. 2 p.1 ~ p.13
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The Effect of Medical Service Failure Factors on Customer Dissatisfaction and Revisit Intention: Moderating Effect of Customer Complaints Behavior(CCB)
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Cha Jae-Bin
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Abstract
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This study is to investigate the causes of medical service failures affecting customer`s dissatisfaction and to investigate the effect of medical service failure factors on revisit intention. In addition, we investigate the effect of dissatisfaction on the revisit intention, focusing on the moderating effects of customer complaints behavior(CCB). The results of this study will provide basic data on the management of dissatisfied customers due to customer complaints behavior(CCB) and the plan to improve the inquiry to hospital. Of the 330 patients who participated in the total questionnaire, 268 patients (81.2%) who experienced service failure during outpatient treatment were excluded from the analysis. As a result of analysis, the most dissatisfied factor among medical service failure factors are factors of human health service failure. The dissatisfaction had a significant negative(-) effect on the revisit intention, and the effect of failure factors of human and process on the revisit intention was statistically significant. In the effect of dissatisfaction on the revisit intention, inertia was found to have a moderating effect in customer complaints behavior. In conclusion, the main results, implications, limitations and future researches of this study are provided.
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KEYWORD
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Medical Service Failure, Customer Dissatisfaction, Revisit Intention, Customer Complaints Behavior(CCB)
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