Correlations between Customer Satisfaction and Loyalty in Patients Using Comprehensive Nursing Care Medical Service

국가 간호·간병통합서비스에 대한 의료서비스 고객만족도와 충성도의 상관관계

The purpose of study was to identify correlations between customer satisfaction and loyalty in health care service focused on the comprehensive nursing care medical service. 152 subjects who were admitted in the comprehensive inpatient nursing care unit answered the questionnaire on customer expectation, satisfaction and loyalty. Customer expectation were 3.88 and satisfaction were 4.11 on the 5-point likert scale. Discrepancies were noted between customer expectation and satisfaction. The highest discrepancies between customer expectation and satisfaction were service responsiveness with 3.86 points of expectation and 4.25 points of satisfaction. Customer loyalty showed 4.23 points on 5-point likert scale. Significant correlations were noted among customer satisfaction and all categories of loyalty, intention to reuse despite unfavorable hours, distance, cost to use and intention to recommend hospital. Results indicate that the comprehensive inpatient nursing care services were effective health care system on customer satisfaction and loyalty.