DOI QR코드

DOI QR Code

Convergence Study of Servicescape and Human Services on the Perceived values and Customer Satisfaction

의료기관의 서비스스케이프, 인적서비스가 지각된 가치와 고객만족에 미치는 융합적 연구

  • Received : 2017.11.13
  • Accepted : 2018.01.20
  • Published : 2018.01.28

Abstract

The study examined the impact of medical servicescape, human services, and effects on perceived value and customer satisfaction. From July 1, 2016 to August 31, 2016, a total of 300 outpatients visiting the university hospital and general hospital in Ulsan area participated the study. As a result, the general features of the Servicescape were more important to the aged and the higher the academic background, the higher the scores of Human Service and perceived value were revealed. There was a positive correlation between the service schedule of the medical institution, human service, perceived value, and customer satisfaction. And the factors affecting customer satisfaction were in order of human service (${\beta}=0.382$), perceived value (${\beta}=0.376$). The service scapegoats and personal services offered by customers visiting healthcare providers play an important role in understanding the internal health and needs of customers, and this research results will serve as a basic material for strengthening the competitiveness of medical institutions.

Keywords

Medical institution;Servicescape;Human service;Perceived value;Customer satisfaction;Convergence

References

  1. M. O. Cheon, "The Effect of Servicescape and Human Service Quality on Medical Consumers' Internal Responses and Their Behavioral Intention in Dental Care Organizations," Inje University, Unpubished master's thesis, 2015.
  2. M. J. Bitner, "Servicescape: The impact of Physical Surroundings on Customers and Employee," Journal of Marketing, Vol. 56, No. 3, pp. 55-71, 1992. https://doi.org/10.2307/1252296
  3. J. S. Oh, "The effect of Servicescape on Patient Satisfaction, Patient Trust, and Revisit Intention in Hospital," Journal of the Korea Service Management Society, Vol. 13, No. 1, pp. 133-155, 2012. https://doi.org/10.15706/jksms.2012.13.1.006
  4. E. M. Noh, H. J. Go, S. H. Go, "The Effects of Physical Surrounds and Human Services on Customer Behavior in Dental Care Organizations," Journal of Multimedia services convergent with Art, Humanities and Sociology, Vol. 6, No. 9, pp. 559-567, 2016.
  5. J. Y. Kim, "The influence of physical surroundings and human services on the emotional responses and behavioral intentions of customers," Kyung-Hee University, Unpubished master's thesis, 2007.
  6. E. H. Ji, S. H. Kang, Y. M. Kim, "Healthcare Optimization of Customer Satisfaction Evaluation for Outpatient," Health and Social Welfare Review, Vol. 37, No. 1, pp. 463-494, 2017. https://doi.org/10.15709/hswr.2017.37.1.463
  7. S. H, Kim, J. Y. Kim, B. K. Seo, "The Impacts of Servicescape and Human Services on Customer Responses -The Case of Healthcare Services-," Journal of the Korean Society of Customer Studies, Vol. 22, No. 2, pp. 323-349, 2011.
  8. H. S. Han, Y. T. Kim, "A Study on service quality and customer satisfaction for selection of customer," Journal of the Korea Service Management Society, Vol. 10, No. 1, pp. 1-21, 2009.
  9. S. W. Bae, W. J. Yhang, "The Effect of Service Quality by Medical Institution on Customer Loyalty via Customer Satisfaction: Focusing on the Medical Tourists from Russia and Central Asia," Journal of Tourism Management and Sciences, Vol. 32, No. 2, pp. 23-41, 2017.
  10. M. O. Cheon, "The Effect of Servicescape and Human Service Quality on Medical Consumers' Internal Responses and Their Behavioral Intention in Dental Care Organizations," Inje University, Unpubished master's thesis, 2015.
  11. B. D. Kim, "The Effects of Medical Service Quality and Service Value on Customer Behaviors: Focusing mediated effect of Relationship Quality," Anyang University, Unpubished master's thesis, 2011.
  12. Y. K. Kim, Y. T. Kim, "A Study on Marketing for Customer Satisfaction of Dental Hospitals and Clinics-Focusing on Expectation and Satisfaction between Dentist and Staff," Journal of the Korean Dental Association, Vol. 48, No. 2, pp. 127-139, 2010.
  13. K. Y. Jeong, "A Study on the Satisfaction Factors of Outpatients for Primary Medical Care Services," Wonkwang University, Unpubished master's thesis, 2012.
  14. E. S. Jeon, Y. J. Choi, S. H. Hwang, "The Effect of Dental Service Quality on Service Value, Consumer Satisfaction and Consumer Royalty," Journal of Korean Society of Dental Hygiene. Vol. 13, No. 3, pp. 246-253, 2011.
  15. S. H. Shin, K. G. Lee, C. T. Kim, "The Mediation Effects of Emotional Attachment and Patient Satisfaction in Outpatients Choice of Small- and Medium-sized Hospitals," Journal of Business Administration, Vol. 29, No. 12, pp. 1849-1869, 2016.
  16. J. S. Oh, J. I. Shin, K. H. Jeong, "The Relationship among Medical Service Quality, Image, Relationship Quality, and Reuse Intention: Focused on Small and Medium Hospitals," Journal of the Korea Service Management Society, Vol. 6, No. 3, pp. 51-70, 2011.
  17. R. G. Jang, et al., "The Effect of Behavioral intention and customer emotion on servicescapes, clerk service by low and mid-priced buffet restaurant -Focused on Busan area," Journal of industrial management, Vol. 38, No. 2, pp. 155-183, 2015.

Acknowledgement

Supported by : 춘해보건대학교