Korea government enacted the “Law on the Protection and Settlement Support of North Korean defectors” in 1997 and the government has implemented various support policies for the defectors. However, most of the support policies for North Korean defectors are in a very poor situation. In this regard current study is performed to build a successful medical support system that targets the defectors. In specific, this study examines relationships among medical care support service, satisfaction, continuous use, and intention of words-of-mouth (WOM). The results of the study show that the construct of intention of WOM is significantly affected by continuous use, satisfaction, and medical care support service. Continuous use is also influenced by satisfaction, and medical care support service. Moreover, medical care support service is powerful antecedent of satisfaction. Based on these empirical findings theoretical and practical implications of the study results are discussed.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 북한이탈주민 현황 2. 서비스 이론 3. 의료서비스 이론 4. 고객만족, 재이용의도 및 구전의도에 관한 이론 Ⅲ. 조사방법 Ⅳ. 실증분석 1. 조사대상자의 일반적 특성 2. 신뢰도 검증 3. 가설검증 4. 연구가설 검증결과 요약 Ⅴ. 결론 참고문헌
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