earticle

영어

Objectives: In view of the fact that the level of evaluation of hospital service quality, we will examine the extent to which empathy plays a mediating role in the impact of hospital service quality on hospital satisfaction. Methods: We want to verify the indirect effect as a parameter of empathy between hospital internal service quality and hospital satisfaction by SEM analysis. Results: The potential variables in which empathy plays a complete-mediated role in hospital satisfaction are reliability and responsiveness, and the potential variables that play a partial-mediated role are guaranteedness and assurance. Conversely, growth potential does not play a mediating role in hospital satisfaction, it only has a direct effect. Conclusions: This implies that no matter how good the quality of service inside the hospital is, in order to be connected to hospital satisfaction, a synergy will occur when there is sufficient mutual consensus between the internal customers of the hospital or between the internal customers and the external.