Journal of Korean Academy of Nursing Administration (간호행정학회지)

Korean Academy of Nursing Administration (한국간호행정학회)
권호 표지

Influencing Factors on Customer Loyalty in Nursing Homes

노인의료요양시설의 고객충성도에 영향을 미치는 요인

  • Published : 2009.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes. Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression. Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents' length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty. Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.

Keywords

References

  1. Baker, J. (1990). The effect of retail store environment on consumer perceptions of quality, price, and value. Unpublished doctoral dissertation, University of Texas at Austine.
  2. Berry, L. L. (1995). Relationship marketing of services-growing interest, emerging perspective. J Acad Mark Sci, 23(4), 236-245. https://doi.org/10.1177/009207039502300402
  3. Bin, H. J. (2002). Impacts of medical service quality on repurchase intention. Unpublished master's thesis, Dong-A University, Busan.
  4. Choi, K. S., Cho, W. H., Lee, S. H., & Nam, J. M. (2000). Structural modeling of quality, satisfaction, value and purchase intention in health care service. Korean J Prev Med, 33(4), 426-435.
  5. Cronin, J. J., & Taylor, S. A. (1992). measuringg service quality: a reexamination and extension. J Mark, 56(July), 55-58.
  6. Cronin, J. J., & Taylor, S. A. (1994). SERVQUAL versus SERVPERF: reconciling performance-based perception-minus expectation measurement of service quality. J Mark, 58(January), 125-131.
  7. Czepiel, J. A., & Gilmore, R. (1987). Exploring the concept of loyalty in service. In J. A. Czepiel, J. A., C. A. Congram, J. Shanahan(Eds), Service marketing challenge: Integrating for competitive advantage(pp. 91-94). Chicago: AMA.
  8. Fornell, C. A. (1992). A national customer satisfaction barometer: the swedish experience. J Mark, 56(1), 6-21. https://doi.org/10.2307/1252129
  9. Han, S. S., Son, I. S., Gu, J. C., & Lee, S. C. (2007). The study on the effect of health care service quality upon customer loyalty: Based upon SERVPERF. J Korean Qual Manage, 35(1), 61-72.
  10. Jung, M. S., & Youn, M. J. (2001). A study on the consumers' expectation, perception, quality, and satisfaction with the industrial nursing services. J Korean Community Nurs, 12(3), 570-581.
  11. Kim, H. K. (2006). Study on the structural relationship of customers' satisfaction, value, loyalty, and image by utilizing the discordance of service quality and expectation. Unpublished doctoral dissertation, Kyung Hee University, Seoul.
  12. Kim, S. H., Kim, T. G., & Lee, J. H. (2003). Determinants of revisit intentions in family restaurants: Customer value, customer satisfaction, switching costs, attractiveness of alternatives. J Tourism Sci, 27(1), 201-220.
  13. Kim, Y. A. (2007). Establishment of a model for the improvement in the brand image of nursing homes for the old. Unpublished doctoral dissertation. Ewha Womans University, Seoul.
  14. Kim, Y. S., Kwon, Y. E., Sung, K. S., & Kwak, H. R. (2007). A study of quality of life, death anxiety and spiritual well bing in elders. J Korean Gerontol Nurs, 9(2), 143-153.
  15. Kleinbaum, D. G., Kupper, L. L., & Muller, K. E. (1988). Applied regression analysis and other multivariate methods. Boston: PWS-KENT Publishing Company.
  16. Ko, J. W., & Seo, Y. J. (2002). Work rewards and occupational commitment of hospital nurses. Korean J Health Policy Adm, 12(3), 77-98.
  17. Korea National Statistical Office (KNSO). (2007). Population Projection for Korea. Retrieved May 12, 2009 from Website: www.nso.go.or
  18. Kotler, P., & Armstrong, G. (1999). Marketing: An introduction. 3rd ed. New Jersey: Prentice-Hall.
  19. Ministry for Health, Welfare and Family Affairs (2009). Current statistics of welfare facility for the elderly.
  20. Lee, M. A., & Yom, Y. H. (2007). A comparative study of patients' and nurses' perceptions of the quality off nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. Int J Nurs Stud, 44, 545-555. https://doi.org/10.1016/j.ijnurstu.2006.03.006
  21. Lee, M. K. (1999). A study on the determinants of service royalty. Korean Mark Rev, 14(1), 21-45.
  22. Lee, S. H., Lee, H. J., & Jung S. H. (2005). Analysis of relating factors with customer loyalties in medical services. Korean J Health Policy Adm, 15(2), 37-52. https://doi.org/10.4332/KJHPA.2005.15.2.037
  23. Old-Age Welfare Act. (2008). Ministry of Government Legislation. from www.law.go.kr/LSW/LsTrmSc.do
  24. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw- Hill.
  25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. J Retailing, 64(Spring), 12-40.
  26. Rho, E. K., & Oh, S. H. (2008). The relationship between patient's perceived quality of healthcare service and intention to re-vist. J Korean Acad Nurs Adm, 14(2), 176-181.
  27. Seol, D. W., Yu, S. H., Park, E. C., & Kim, E. S. (1997). Factors related to willingness of choosing the same hospital. Korean J Hosp Manage, 2(1), 65-79.
  28. Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavior intention. J Health Care Mark, 9(4), 5-17.
  29. Yoo, S. L. (2002). Study of the effect of consumer-brand relationship on customer satisfaction and brand loyalty. Unpublished doctoral dissertation. Ewha Womans University, Seoul.
  30. Zeithamal, V. A., & Bitner, M. J. (1998). Services marketing. New York: McGraw-Hill.