원문정보
초록
영어
Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value. Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software. Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078). Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.
목차
Ⅰ. 서론
1. 연구의 필요성
2. 연구의 목적
3. 연구모형 및 가설
Ⅱ. 연구방법
1. 연구 설계
2. 연구대상 및 자료수집
3. 연구도구
4. 자료 분석방법
Ⅲ. 연구결과
1. 대상자의 일반적 특성
2. 신뢰성과 타당성 분석
3. 구조방정식모형적합도 검증
4. 연구가설의 검증
5. 고객가치의 매개효과 검증
Ⅳ. 고찰
Ⅴ. 결론
REFERENCES