Earticle

초록

영어

Objectives : This research used an exploratory approach to identify factors affecting business strategies due to changes in the healthcare market and customer loyalty factors. Methods : The research model was formulated using antecedents divided into diagnosis quality, employee attitudes, and servicescape. Moreover, differences in the structured model were analyzed according to hospital size. The data were gathered through surveys on clients, who has received care at participating hospitals. From the 200 that were distributed, 150 questionnaires were analyzed, to facilitate analysis of the research model. Results : The effects of diagnosis quality, employee attitudes, and servicescape, on customer loyalty were mediated by trust. We also found the differences between small and large hospitals. Conclusions : Customer loyalty in small hospitals was affected by servicescape, whereas that in large hospitals was affected by diagnosis quality and employee attitudes. The research results could be used to develop strategies to improve customer loyalty.

목차

Abstract
 Ⅰ. 서론
 Ⅱ. 연구방법
  1. 연구모형 및 가설
  2. 측정도구
  3. 자료 수집 방법 및 연구 방법
 Ⅲ. 연구결과
  1. 표본의 특성
  2. 타당성 및 신뢰성 분석
  3. 가설검정
 Ⅳ. 고찰
 Ⅴ. 결론
 REFERENCES

키워드

저자

• 김선주 [ Seon-Ju Kim | 을지대학교 일반대학원 의료경영학과 ]
• 최영진 [ Young-Jin Choi | 을지대학교 의료경영학과 ] Corresponding author

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