Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
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The Effects of Service Quality Factors on Customer Satisfaction and Intention of Revisit in Korean Medicine Hospital

한방병원의 서비스 품질요인이 고객 만족도와 재이용의도에 미치는 영향

  • Lee, Jaeeun (Korean Medicine Hospital, Pusan National University) ;
  • Yang, Jonghyun (Department of Health Administration, Jungwon University) ;
  • Chang, Dongmin (Department of Health Administration, Inje University)
  • 이재은 (부산대학교 한방병원) ;
  • 양종현 (중원대학교 보건행정학과) ;
  • 장동민 (인제대학교 보건행정학과)
  • Received : 2017.01.31
  • Accepted : 2017.05.24
  • Published : 2017.09.30
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Abstract

This study was performed to analyze systematically and validate empirically the influence of korean medicine service quality on satisfaction factors and revisiting intention. The candidates were patients visiting the one korean medicine hospital in Gyeongnam. We took a direct survey collected during 15 days May 1 to 15, 2016. For the survey I distributed a total of 250 questionnaire and used the final 230 of them in verifying this research model except unreliable data. The collected data were used statistics program SPSS WIN 22.0 and the research model were examined by AMOS 18.0. The main research results are follows. First, the most influencing factors on consumer satisfaction were public image factors and then human factors. and then effectiveness factors. Second, the most influencing factors on reuse intention were public image factors and then physical factors. Third, human and effectiveness factors of service quality factors in korean medicine hospital did not effect on revisiting intention directly but, effected on revisiting intention through mediation role of the customer satisfaction. Forth, satisfaction on the significant effect on reuse intention. so satisfaction has proved to be a important factor for reuse intention. The results of this study are expected to contribute to management efficiency and developmental improvement on korean medicine hospital policy and management efficiency and be used as a basis for leading to national health promotion through the development of korean medicine service.

Keywords

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