• Journal of Preventive Medicine and Public Health
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• 제35권3호
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• 간호행정학회지
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• 제8권1호
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• 가정과삶의질연구
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• 제27권5호
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• pp.59-68
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• 2009

External social support for family can be an important resource for families to overcome economic pressure, and can be a way to understand the concept and process of family resilience in the context of Korean economic crisis. To explore the role of external social support that alleviates the negative effects of economic pressure on marital satisfaction, the buffering effects were tested in two ways. First, the interaction effect between external social support and economic pressure on marital satisfaction was tested using hierarchical linear regression model. Second, the scores of marital satisfaction were plotted by the median scores of economic pressure and external social support. Results from the analyses of 191 couples (382 husbands and wives) indicated that external social support help families by buffering the negative effects of economic pressure on marital satisfaction by interacting with economic pressure.

• 한국치위생학회지
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• 제17권5호
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• pp.735-745
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• 2017

Objectives: This study was conducted to provide a basic set of data on the correlation relationship between the internal external satisfaction and organizational commitment of dental hygienist. Methods: The research subjects were a total 264 numbers of dental hygienists in Busan and Gyeongnam. The study was conducted from July 1 to August 30, 2016. Structured questionnaires were used for analysis. The collected data was analyzed using IBM SPSS. Statistics 20.0. Results: Job satisfaction according to general characteristics showed high internal satisfaction and external satisfaction in age and prime duty, and internal satisfaction in career. The factors affecting organizational commitment were sub-factors of job satisfaction, external satisfaction and internal satisfaction. Conclusions: The atmosphere composition must be to improve that in the dental clinic, the dental hygienist's scope of work, autonomy, and sense of accomplishment through job the organizational commitment of the dental hygienists. This should be supported by the effective management of human resources, salary structure and the improvement of the system.

• 산업경영시스템학회지
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• 제46권2호
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• 대한가정학회지
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• 제31권2호
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• pp.81-96
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• 1993

The purpose of this study is to investigate how external pressures to remain married and alternative attractions to a marriage influence the relationship between marital satisfaction and marital stability. A total of 228 married women in Seoul responded to structured questionnaires. The major findings are as follows; 1. While the marital satisfaction is positively associated with the marital stability, the alternative attractions to a marriage are negatively associated with the marital stability. But there is no significant correlation between external pressures to remain married and marital stability. 2. The relationship strength between marital satisfaction and marital stability according to the level of external pressures to remain married and actual alternatives to a marriage is not appeared significant difference. 3. When the external pressures to remain marred are low and the imaginary alternatives to a marriage are low, marital satisfaction is the most powerful predictor of marital stability. 4. Whether wife has a job and marital satisfaction affected the marital stability independently.

• 한국의상디자인학회지
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• 제23권3호
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• pp.73-85
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• 2021

The purpose of this study is to understand the influence of the professor's image making (internal, external, social image) perceived by college students on instructional outcomes. The influence of the professor's image making on class satisfaction and class commitment was analyzed, and the mediating effect of class satisfaction and the relationship between class satisfaction and class commitment in the relationship between image making and class commitment was considered. First, it was found that the external image and social image of the professor had a significant effect on class satisfaction. The level of interpersonal relations, such as communication, manners, manners, and intimacy as well as the management of external expressions, clothing style, makeup, hair, gestures, postures, attitudes, voices, speech, and speech speed brings satisfaction to the class. Second, it was found that the professor's inner image, outer image, and social image had a significant effect on class commitment. In order to satisfy the students' immersion in class, professors are required to manage internal, external, and social images. Third, it was found that class satisfaction had a significant effect on class commitment. If the class satisfaction is high, it means that class immersion also increases. Fourth, as for the social image of a professor, it was found that class satisfaction had a completely mediating effect in the relationship between class commitment, and the external image of a professor was found to have a partial mediating effect in class satisfaction in the relationship between class commitment. It was found that the social image of professors perceived by college students improve class satisfaction, and this improves class satisfaction further enhances class immersion.

• 대한안전경영과학회지
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• 제9권6호
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• pp.205-214
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• 2007

Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.

• 대한안전경영과학회지
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• 제10권4호
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• The Journal of Asian Finance, Economics and Business
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• 제8권2호
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• pp.1005-1015
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• 2021

We investigate the impact of marital status on the levels of satisfaction of online shoppers in the beauty and cosmetics industry in Vietnam. We find a significant difference in satisfaction between married and divorced/separated online shoppers. More specifically, the latter reveals higher level of satisfaction than the former. Extended analyses further show that this finding is only observed for female online shoppers whilst it is insignificant for their male counterparts. Moreover, we find significant differences in determinants of customer satisfaction between three different groups of online shoppers: single, married, and divorced/separated. While married individuals' satisfaction is affected by all factors (Online shopping experience; Seller Services; External Incentives; Security/Privacy), that of their divorced/separated peers are influenced by only seller services and external incentives. Also, single participants are satisfied with their online shopping driven by their online shopping experience and external incentives. Our findings contribute to the stream of customer satisfaction literature, and to the studies in beauty and cosmetics sector as well as online shopping trends in Vietnam. They contain implications for existing online businesses and new or potential market entrants as to which customer demographic factors have significant influences in terms of customer psychology, behaviour and their satisfaction.