Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVPERF

의료서비스 품질요인이 환자충성도에 미치는 영향에 관한 연구: SERVPERF 척도를 중심으로

  • Han, Sang-Sook (College of Nursing Science, Kyunghee University) ;
  • Son, In-Sun (Kyunghee Medical Center, Kyunghee University) ;
  • Gu, Ja-Chul (College of Business Administration, Kyunghee University) ;
  • Lee, Sang-Chul (Dept. of Management Information Management, Korea Christian University)
  • 한상숙 (경희대학교 간호대학) ;
  • 손인순 (경희대학교 부속 경희의료원) ;
  • 구자철 (경희대학교 경영학부) ;
  • 이상철 (그리스도대학교 경영정보학부)
  • Published : 2007.03.31
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Abstract

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.

Keywords

References

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