earticle

영어

This model was empirically developed to test the effect of medical service quality and hospital's reputation on customer satisfaction, repurchase intention, and negative word of mouth. The model was tested in the context of the hospital industry. The findings are as follows. First, medical service provider's outcome quality and interaction quality have significant on customer satisfaction. Second, hospital's reputation has positive(+) ceffect on customer satisfaction and significant negative effect on negative word of mouth. Third, customer satisfaction with medical service quality has significantly positive effect on customer's repurchase intention and has negative(-) effect on customer's negative word of mouth. Furthermore, customer's negative word of mouth has negative effect on their repurchase intention.