원문정보
Structural Relationship Between Quality of Medical Service, Patients’Emotional Attachment, Customer Satisfaction, and the Customer Behavioral Intention of Small and Medium Hospitals - Mediating Effect of Emotional Attachment and Customer Satisfaction -
초록
영어
Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals’ medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.
목차
Ⅰ. 서론
Ⅱ. 연구방법
1. 연구모형
2. 가설
3. 측정도구
4. 자료수집 방법 및 분석방법
Ⅲ. 연구결과
1. 조사대상 특성
2. 측정항목의 타당성 및 신뢰성 분석결과
3. 구조방정식 모형 분석결과
4. 측정모형 총효과 및 경로별 매개효과
Ⅳ. 고찰
V. 결론
REFERENCES