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.
논문 기본 정보
- 자료유형
- 학위논문
- 저자정보
- 지도교수
- 정기한
- 발행연도
- 2018
- 저작권
- 경상대학교 논문은 저작권에 의해 보호받습니다.
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In the reality that the desire of medical consumers is increasing day by day and the expectation of people''s medical service is also increasing rapidly in the choice of medical institutions, medical institutions recognize the need of people who want more active high quality medical services and go to meet their needs something to do.
The purpose of this study is to analyze the impact of medical service quality perceived by patients on satisfaction, reputation, and loyalty. Furthermore, it is to provide strategic ways to enhance the profitability and competitiveness of hospitals through preventing the defect of current customers and improving the intention of reuse. A total of 300 questionnaires were distributed and 261 questionnaires were used for the final analysis to test the hypotheses. Confirmatory factor analysis and structural model analysis were conducted using AMOS 20.0.
The analysis findings of this study showed that medical service quality has a positive effect on satisfaction and reputation. The importance of medical service quality is in the order of reliability, assurance, and responsiveness. Also, medical service quality has more influence on satisfaction than reputation. Second, satisfaction has a positive effect on reputation and loyalty. And satisfaction has more influence on loyalty than reputation. Third, reputation has a positive impact on loyalty. Thus, in order to improve the loyalty of patients who are important for the survival and growth of hospitals, medical service quality should be strengthened.
The purpose of this study is to analyze the impact of medical service quality perceived by patients on satisfaction, reputation, and loyalty. Furthermore, it is to provide strategic ways to enhance the profitability and competitiveness of hospitals through preventing the defect of current customers and improving the intention of reuse. A total of 300 questionnaires were distributed and 261 questionnaires were used for the final analysis to test the hypotheses. Confirmatory factor analysis and structural model analysis were conducted using AMOS 20.0.
The analysis findings of this study showed that medical service quality has a positive effect on satisfaction and reputation. The importance of medical service quality is in the order of reliability, assurance, and responsiveness. Also, medical service quality has more influence on satisfaction than reputation. Second, satisfaction has a positive effect on reputation and loyalty. And satisfaction has more influence on loyalty than reputation. Third, reputation has a positive impact on loyalty. Thus, in order to improve the loyalty of patients who are important for the survival and growth of hospitals, medical service quality should be strengthened.
목차
I. 서론 1제1절 연구의 배경과 목적 1제2절 연구의 방법 및 구성 41. 연구의 방법 42. 연구의 구성 4Ⅱ. 이론적 배경 6제1절 서비스품질의 개요 61. 의료서비스품질의 개념 62. 서비스품질의 구성요소 9제2절 만족 161. 만족의 개념 162. 만족의 선행연구 19제3절 명성 231. 명성의 개념 232. 명성의 선행연구 24제4절 충성도 281. 충성도의 개념 282. 충성도의 선행연구 30III. 연구 설계 32제1절 연구 모형 32제2절 연구 가설 341. 의료서비스품질과 만족과의 관계 342. 의료서비스품질과 명성과의 관계 353. 만족과 명성과의 관계 354. 만족과 충성도와의 관계 365. 명성과 충성도와의 관계 37제3절 조사 설계 391. 표본설계와 자료수집 방법 392. 변수의 조작적 정의 및 측정항목 39IV. 실증분석 42제1절 표본의 특성 42제2절 측정항목 평가 441. 신뢰성 및 타당성분석 442. 상관관계분석 46제3절 가설검정 471. 경로분석 472. 연구가설 검정 48Ⅴ. 결론 501. 연구결과 502. 연구의 이론적 시사점 503. 연구의 실무적 시사점 524. 연구의 한계점 및 연구방향 53참고문헌 55
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