Korea Journal of Hospital Management (한국병원경영학회지)
- Volume 16 Issue 3
- /
- Pages.41-56
- /
- 2011
- /
- 1226-6299(pISSN)
The Effect of Quality Cognition of the Web Site of the Hospital and Relationship Commitment on Customer Loyalty
병원 웹사이트 품질 인식과 관계몰입이 고객충성도에 미치는 영향
- Kim, Hee-Young (Chonnam University Hospital) ;
- Kim, Eun-A (Department of Nursing, Chonnam Techno College) ;
- Ha, Yoon-Ju (Chosun Nursing College)
- Received : 2011.07.08
- Accepted : 2011.09.11
- Published : 2011.09.30
Abstract
The research was to investigate the effect of quality cognition of the web site of the facility and relationship commitment on customer loyalty. The respondents were 190 patients and caregivers. Data were collected from March 1st to 31st, 2010 at C university hospital in G city. The effect of facility web site of quality cognition and relationship commitment on customer loyalty showed 43.9%(F=35.806) in model 1, 58.4%(F=51.113) in model 2, and 58.7%(F=28.185) in model 3. Also, medical information & usage, aesthetics was significance in model 1, medical information & usage, relationship commitment in model 2. In relationship between web site quality cognition and customer loyalty, moderate effect of relationship commitment were not considerable in model 3. As a result, customer loyalty is the leading fact for quality cognition of the web site more than relationship commitment. Therefore, customer loyalty leaves its possibility of increment when facility web site is designated depending on medical information and aesthetics.