An Analysis of Relationships Between Quality Level of Healthcare and Customer Behaviors

의료 서비스품질 수준과 고객 행동의 관계 분석

Service industries are rapidly increased and the environment of service is also changing in healthcare settings. Those make them change their management strategies and carry out many researches. Till now, single-item behavioral intention scale or direct measuring has some limitations that we have to consider its efficiency and it is difficult to explain phenomena of broad part in the process of determining behavioral intentions. In this paper, we examine the dimensionality of healthcare service in Korea through the multi-item behavioral intention scale. In addition, we are going to investigate the nature of the relationship between service quality perceptions which have unique construct, and consumer satisfaction judgements in the formation of consumers' behavioral intentions. we are going to conclude that the linear combination model of service quality and customer satisfaction can describe the process of formation of customers' behavioral intentions best and provide some managerial implications to decision makers for redistribution of materials and human resources.