earticle

영어

In this paper, university hospitals, general hospitals/hospitals, private clinics, Chinese medicine hospitals and clinics in Seoul, Metropolitan Inchon, Kyunggi-do were probed to find out how the variables of service task factor are related to customer satisfaction, and to find out the determinants of medical service task through statistical analysis. The findings are as follows ; First, service task factor has a significant relationship with the customer satisfaction. Second, the variables that significantly influence customer satisfaction are in the order of time, tangible quality, cost, and managerial skills. Third, the relationship among tangible quality, flexibility, time and customer satisfaction can be said to be influenced by the levels of service expectancy. Fourth, the result shows that in terms of tangible quality, flexibility, cost, managerial skills, university hospitals were rated higher than private hospitals. However, in terms of time, private hospitals were rated higher.