Korea Journal of Hospital Management (한국병원경영학회지)
- Volume 13 Issue 1
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- Pages.103-133
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- 2008
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- 1226-6299(pISSN)
An Analysis of the Perception of Users of Medical Service
의료서비스에 대한 이용자의 서비스 지각에 대한 연구
- Shin, Hyun-Hee (Dept. of Business Management, Hanyang University) ;
- Kim, Hyun-Jeong (Dept. of Advertisement & PR, Hanyang University) ;
- Lee, Jin-Woo (Universal McCann Korea Co. Ltd)
- Published : 2008.03.30
Abstract
The purpose of this article is to find out consumers' behavior styles in using of medical services and their perceptions of medical services. To that end, methodologies used include SERVQUAL and a part of HBM model. SERVQUAL is consumer's content dimensions about some service and HBM is a Model of health beliefs. In particular, the purpose is to find out how their perceptions about two dimensions of HBM(perceived benefits, perceived barriers) influence their satisfaction and medical service usage. As a result, it reveals that 4 dimensions of SERVQUAL influence significantly to the perceived benefits in medical service. Our finding might have strategic implications needed for hospitals by consumers of medical services.