지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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초록· 키워드
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The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson’s correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(β=.519), personal quality(β=.262), procedural quality(β=.110), adjusted R²=.537. Second, the influencing factor in service value were physical quality(β=.253), personal quality(β=.251), technical quality(β=.210), procedural quality(β=.136), adjusted R²=.401. Third, the influencing factor in customer loyalty were personal quality(β=.343), physical quality(β=.302), procedural quality(β=.148), adjusted R²=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.
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참고문헌 (23)
참고문헌 신청
A. Parasuraman. / 1985 / A conceptual model of service quality and its implications for future research / Journal of Marketing 49 (Fall) : 41 ~ 50
E. Babakus. / 1992 / Adapting the SERVQUAL scale to hospital service : an empirical investigation / Health Service Research 26 (6) : 767 ~ 786
G. M. Zifko-Baliga. / 1997 / Managing perceptions of hospital quality / Marketing Health Services 17 (1) : 28 ~ 35
H. S. Hong / 2005 / The effects of the quality of the dental care services by dental hygienist on the patient's satisfaction, reuse, and invitation intention / 석사 / Dankuk Universit
K. H. Ko. / 2006 / A Study on Public Customer Relationship Management of Local Government for Customer Satisfaction Administration / Korea Research Institute for Local Admin
E. Babakus. / 1992 / Adapting the SERVQUAL scale to hospital service : an empirical investigation / Health Service Research 26 (6) : 767 ~ 786
G. M. Zifko-Baliga. / 1997 / Managing perceptions of hospital quality / Marketing Health Services 17 (1) : 28 ~ 35
H. S. Hong / 2005 / The effects of the quality of the dental care services by dental hygienist on the patient's satisfaction, reuse, and invitation intention / 석사 / Dankuk Universit
K. H. Ko. / 2006 / A Study on Public Customer Relationship Management of Local Government for Customer Satisfaction Administration / Korea Research Institute for Local Admin
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