|
KMID : 0928020080120010001
|
|
Nursing and Innovation
2008 Volume.12 No. 1 p.1 ~ p.10
|
|
|
The Relationship of Medical Service Quality, Service Value and Customer Satisfaction
|
|
Park Hyun-Sook
Park Sang-Youn
|
|
|
Abstract
|
|
|
Purpose: The purpose of this study was to identify the relationship among medical service quality, service value, customer satisfaction in general hospitals.
Method: The subjects were 213 patient at 4 hospitals in Daegu and Gyeongbuk. Data was collected using structured questionnaire from Oct 4 to 24, 2007. The collected data were analyzed using the SPSS WIN 12.0 program for descriptive statistics, Pearson correlation coefficient, and Stepwise multiple regression.
Result: The mean score of medical service quality was 3.89, customer perceived value was 3.69, and customer satisfaction was 3.83. In the 5 factors of medical service quality, significant predictors influencing customer perceived value were reliability(β=.478, p=<.001), empathy(β=.194, p=.012), and assurance(β=.189, p=.017). In case of customer satisfaction, significant predictors were reliability(β=.247, p=<.001), service value (β=.362, p=<.001), empathy(β=.216, p=<.001), and tangibility(β=.169, p=<.001).
Conclusion: These results indicate medical service quality had a significant effect on service value and customer satisfaction. Therefore, to maintain service value and customer satisfaction, the efforts to improve medical service quality, especially reliability factor might be needed.
|
|
|
KEYWORD
|
|
|
Service, Customer Satisfaction
|
|
|
FullTexts / Linksout information
|
|
|
|
|
Listed journal information
|
|
|
|