의료서비스품질이 고객만족, 관계품질 및 재이용의도에 미치는 영향 -대구지역 소규모 병의원을 중심으로-
An Effect of Medical Service Quality on Customer Satisfaction, Relationship Quality and Reuse intent -Focusing Small-size Medical Clinic in Daegu Area-
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초록
These days, medical service quality and relationship quality are regarded as important factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Small-size Medical Clinic and relationship among service quality, customer satisfaction, relationship quality and reuse intention. Additionally, we explored roles of relationship quality as moderating valuables in causal relationship. Through conclusion of this study, we could find that medical specialized knowledge, kindness, and good manners affected customer satisfaction, relationship quality and reuse intent directly and indirectly. Moreover we found that relationship quality was playing an important role as connecting bridge between customer satisfaction and reuse intent.
Abstract
These days, medical service quality and relationship quality are regarded as important factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Small-size Medical Clinic and relationship among service quality, customer satisfaction, relationship quality and reuse intention. Additionally, we explored roles of relationship quality as moderating valuables in causal relationship. Through conclusion of this study, we could find that medical specialized knowledge, kindness, and good manners affected customer satisfaction, relationship quality and reuse intent directly and indirectly. Moreover we found that relationship quality was playing an important role as connecting bridge between customer satisfaction and reuse intent.
참고문헌 (45)
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