Earticle

초록

영어

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

목차

Abstract
 I. 서론
  1. 연구의 필요성
  2. 연구의 목적
 II. 연구방법
  1. 연구 대상
  2. 측정도구 및 자료수집
  3. 가설의 설정
  4. 변수의 조작적 정의
  5. 자료의 분석
 III. 연구결과
  1. 표본의 특성
  2. 연구가설의 검정
 IV. 결론 및 제언
 참고문헌

키워드

저자

• 최진희 [ Jin-Hee Choi | 동남권원자력의학원 ]
• 임정도 [ Jung Do Lim | 부산가톨릭대학교 병원경영학과 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  보건의료산업학회지 [The Korean Journal of Health Service Management]

• 간기

  계간

• pISSN

  2093-5986

• 수록기간

  2007~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 517 DDC 613