Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effect of Hospital Web Service Quality on Initial Trust and Off-line Visit Intention: Focusing on Medium and Small Size Hospital

웹서비스품질이 초기신뢰와 오프라인 방문의도에 미치는 영향: 중소병원을 중심으로

  • Kim, Sang-Han (Department of Business Consulting Administration, Graduate School, Kyung Hee University) ;
  • Cho, Chul-Ho (Department of Hospital Management, Daegu Haany University)
  • 김상한 (경희대학교 일반대학원 경영컨설팅학과) ;
  • 조철호 (대구한의대학교 의료경영학과)
  • Received : 2014.07.22
  • Accepted : 2014.08.25
  • Published : 2014.09.30
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Abstract

Purpose: Present study was designed to examine the casual relationships among web service quality, customer satisfaction, initial trust and off-line visit intention in hospital website. Research object was limited to web service quality of general hospital. We applied path analysis model in order to test the hypotheses and research model. Methods: Survey tool, that is, Questionnaire had obtained validity through literature survey, exploratory survey and pretest and sample 320 was selected. For statistical treatment of pretest and main analysis, SPSS18.0 and AMOS18.0 were employed and Structural equation model was employed as analysis method. Results: Result of this study shows as follows. Factors of web service quality have an effect on customer satisfaction and initial trust, both of customer satisfaction and initial trust have an effect on off-line visit intention. Also customer satisfaction affects initial trust. Especially, customer satisfaction and initial trust were empirically confirmed as the important factors preceding off-line vis it intention. Conclusion: Therefore, present study shows that customer satisfaction and initial trust are important factors that medium and small size hospitals have to emphasize to raise performance. However, present study has some limitations to additionally research in the future.

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