Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
권호 표지

Hospital Choice: Which Type of Healthcare Service Quality Matter?

의료서비스 질적 요인에 따른 종합병원 선택에 관한 연구: SERVQUAL 모델 적용을 중심으로

  • Lee, Ju-Yang (Dept. of Outpatient Nursing, The Catholic University of Korea, Seoul St. Mary's Hospital) ;
  • Lee, Sun Young (Government Innovation & Productivity Institute, The Catholic University of Korea) ;
  • Cheong, Jong One (Department of Public Administration, The Catholic University of Korea)
  • 이주양 (가톨릭대학교 서울성모병원) ;
  • 이선영 (가톨릭대학교 정부혁신생산성연구소) ;
  • 정종원 (가톨릭대학교 행정학 전공)
  • Received : 2017.03.07
  • Accepted : 2017.06.23
  • Published : 2017.09.30
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Abstract

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

Keywords

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