베트남 A 병원의 의료서비스 품질이 추천의도에 미치는 영향 : 고객 만족도 매개효과를 중심으로
Effect of Healthcare Quality on Recommended Intention in Vietnam A Hospital : Focusing on Customer Satisfaction Mediated Effects
0
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
This study aims to analyze the quality and satisfaction of healthcare perceived by patients using hospitals and to provide basic data necessary for expanding and settling Vietnamese healthcare services by analyzing the impact on recommendation intentions. The research method selected one hospital in Vietnam and collected data from patients using the hospital and used a total of 286 effective samples as data for hypothesis verification. The research model and hypothesis verification were analyzed with the statistical data from SPSS and AMOS. The findings show that, first, tangibility, accessibility, and reliability all have a positive effect on the quality of healthcare. Second, it has been shown that only accessibility among the quality of healthcare has a positive effect on recommendation intentions. Third, customer satisfaction has been shown to have a positive effect on recommendation intentions. Fourth, when looking at the mediating effect, reliability among the quality of healthcare was shown as a full-mediated effect, but accessibility was shown to have a partial mediating effect and tangibility to have no mediating effect. Contact management is important because customer satisfaction is highly regarded when customers feel positive emotions at the interface from the provision of convenience facilities that support medical services to the reduction of waiting time for patients, employees kindness, treatment, medication, and inspection. It is also confirmed that the demand for convenient and rapid use of hospitals is increasing in Vietnam. In addition, if customer satisfaction is increased through friendly medical staff's response, the intention of recommendation will be even greater
Abstract
This study aims to analyze the quality and satisfaction of healthcare perceived by patients using hospitals and to provide basic data necessary for expanding and settling Vietnamese healthcare services by analyzing the impact on recommendation intentions. The research method selected one hospital in Vietnam and collected data from patients using the hospital and used a total of 286 effective samples as data for hypothesis verification. The research model and hypothesis verification were analyzed with the statistical data from SPSS and AMOS. The findings show that, first, tangibility, accessibility, and reliability all have a positive effect on the quality of healthcare. Second, it has been shown that only accessibility among the quality of healthcare has a positive effect on recommendation intentions. Third, customer satisfaction has been shown to have a positive effect on recommendation intentions. Fourth, when looking at the mediating effect, reliability among the quality of healthcare was shown as a full-mediated effect, but accessibility was shown to have a partial mediating effect and tangibility to have no mediating effect. Contact management is important because customer satisfaction is highly regarded when customers feel positive emotions at the interface from the provision of convenience facilities that support medical services to the reduction of waiting time for patients, employees kindness, treatment, medication, and inspection. It is also confirmed that the demand for convenient and rapid use of hospitals is increasing in Vietnam. In addition, if customer satisfaction is increased through friendly medical staff's response, the intention of recommendation will be even greater
참고문헌 (16)
- Park BS, "A study on the structural relationship between healthcare service quality", pp.2020
- Kim JY, "A study on the relationship among medical external service, customer satisfaction and hospital image in medical care service", Journal of Korea Service Management Society, 2(2), pp.4~34 (2001)
- Baek YH, "Growth potential and implications for the healthcare market in Vietnam", KIEP, ~ (2017)
- Status and prospect of Vietnam’s healthcare industry in 2020, "Kim MH", KITA, ~ (2020)
- Lytle RS, "Evaluating health care quality : The moderating role of outcomes", Journal of Health Care Mark, 12(1), pp.460~469 (1992)
- 이은모, "의료기사의 직무스트레스와 만족도의 영향요인 비교 : 인천지역을 중심으로", 방사선기술과학, 41(6), pp.627~635 (2018), 대한방사선과학회[DOI]
- Parasuraman A, "SERVQUAL : A multi item scale for measuring consumer perception of service quality", Journal of Retailing, 64(1), pp.12~40 (1988)
- 김미녀, "의료서비스에서 환자만족의 선․후행변수의 구조적 관계", 산업경제연구, 22(6), pp.2955~2984 (2009), 한국산업경제학회
- Zaltman G, "Consumer behavior: Basic findings and management implications" (1983), John Wiley & Sons
- 김규식, "요소만족과 고객만족이 NPS(순추천고객지수)의 추천의향에 미치는 영향에 관한 실증 연구 - 부엌가구를 중심으로 -", 품질경영학회지, 37(2), pp.58~67 (2009), 한국품질경영학회
- 김경환, "의료기관 이용고객의 재방문의도와 구전효과에 영향을 미치는 서비스 품질요인에 관한 연구", 품질경영학회지, 39(1), pp.15~23 (2011), 한국품질경영학회
- Cronin JJ, "Measuring service quality : A reexamination and extension", Journal of Marketing, 56(3), pp.55~68 (1992)
- 김종호, "지각된 의료서비스 품질이 환자만족 및 후속행동에 미치는영향", 마케팅관리연구, 9(1), pp.1~19 (2004), 한국마케팅관리학회
- 이윤석, "종합병원 외래환자의 만족도와 서비스 품질 간의 관계 연구", 방사선기술과학, 42(6), pp.497~505 (2019), 대한방사선과학회
- 이호길, "의료서비스 품질이 의료고객 만족과 지속가능한 의료관광에 미치는 영향", 관광연구, 25(3), pp.279~296 (2010), 대한관광경영학회
- Inna Antonova, "의료 서비스품질이 고객만족을 매개로 충성도에 미치는 영향: 러시아 및 중앙아시아 국가의 의료관광객을 중심으로", 관광연구, 32(2), pp.23~41 (2017), 대한관광경영학회[DOI]