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Journal of the Korean Society for Quality Management > Volume 35(1); 2007 > Article
Journal of the Korean Society for Quality Management 2007;35(1): 61-.
의료서비스 품질요인이 환자충성도에 미치는 영향에 관한 연구: SERVPERF 척도를 중심으로
한상숙1, 손인순2, 구자철3, 이상철4
1경희대학교 간호대학
2경희대학교 부속 경희의료원
3경희대학교 경영학부
4그리스도대학교 경영정보학부
The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVPERF
Sang-Sook Han1, In-Sun Son2, Ja-Chul Gu3, Sang-Chul Lee4
1College of Nursing Science, Kyunghee University
2Kyunghee Medical Center, Kyunghee University
3College of Business Administration, Kyunghee University
4Dept. of Management Information Management, Korea Christian University
ABSTRACT
The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.
Key Words: Service Quality;Service Value;Customer Satisfaction;Customer Loyalty;Structural Equation Model;
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