한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2006년도 춘계학술대회
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- Pages.54-65
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- 2006
서비스 품질요인을 활용한 고객만족 및 재이용 의도에 미치는 영향에 관한 연구
An Empirical Study on the Effect of Service Quality Factor on Customer Satisfaction and Repurchases
- Lim, Bu-Young (Graduate School of Business Adminstration, Inha University) ;
- Kim, Youn-Sung (Department of Business Adminstration, Inha University) ;
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Lee, Dong-Won
(Department of Business Adminstration, Inha University) ;
- Park, Woon-Yong (Department of Business Adminstration, Inha University)
- 발행 : 2006.04.08
초록
Since the ending of the IMF period, the Korean health industry has experienced a number of changes in its environment such as hospital bankruptcy, enforcement of SDF(Separation of Dispensing and Prescription), opening of the medical market by WHO, evaluation of medical institutions with more than 100 sick beds, and limited approval for medical service advertisement. Furthermore, the concept of medical service has changed from a beneficent and vortical one to a hi lateral and righteous one. These changes in medical service have required medical institutions to provide customers with medical service options and adopt market principles actively, while considering customer satisfaction. Thus, this paper aims to investigate the service quality and service value of medical institutions, to understand the mutual relationship between customer satisfaction and repeat visits, and to suggest better solutions for the improvement of service quality. For future studies, It will be necessary to overcome the limitations of this research and develop proper measurement tools on service quality in the Korean medical system.
키워드