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지각된 의료서비스 품질과 관계품질이 고객충성도에 미치는 영향 - 중ㆍ소규모 병ㆍ의원을 중심으로 -

Author
이원일, 장광희
Journal Title
유통경영학회지
Publication Year
2014
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Summary

This study analyzes the impact of perceived service quality on relationship quality – including physician engagement, customer satisfaction, and trust in medical institutions – in small and medium-sized medical institutions, and identifies the mediating effect of relationship quality on customer loyalty. The results showed that service quality influenced customer loyalty through physician engagement and customer satisfaction, but did not significantly affect loyalty through trust in medical institutions.

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지각된 의료서비스 품질과 관계품질이 고객충성도에 미치는 영향 - 중ㆍ소규모 병ㆍ의원을 중심으로 - The Effects of Medical Service Quality and Relationship Quality on Customer Loyalty - Small and Medium Hospitals -

이원일; 장광희 · 2014

유통경영학회지

의료서비스품질, 이미지, 관계품질, 재이용의도 간의 영향관계 -중소병원 중심으로-

오재신, 신재익, 정기한 · 2011

한국창업학회지

중소병원의 의료서비스 품질, 감정적 애착, 고객만족, 행동의도의 구조적 관계 연구 - 감정적 애착, 고객만족 매개효과를 중심으로 -

이연숙, 박애준 · 2019

보건의료산업학회지

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