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Service Quality Gap Model for Analysis and Improvement of Plastic Surgery Customer Satisfaction in South Korea

첫 페이지 보기
  • 발행기관
    한국무역통상학회 바로가기
  • 간행물
    무역통상학회지 KCI 등재 바로가기
  • 통권
    제20권 제5호 (2020.10)바로가기
  • 페이지
    pp.79-95
  • 저자
    Dandan Yu, Lanmeng Wu, Ziyang Liu
  • 언어
    영어(ENG)
  • URL
    https://www.earticle.net/Article/A384178

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원문정보

초록

영어
The purpose of this study is to examine the experiences of customers who go to Korea to undergo plastic surgery. This study applies the quality-of-service gap model to understand and analyze customer satisfaction and service demand and to know various measures and suggestions to improve medical services. A questionnaire survey is adopted according to the basic theory of the service quality gap model. Based on actual conditions of hospital work in Korea, the gap model of medical service quality is established. SPSS22.0 statistical package was used to analyze and process data. Results show that plastic surgery customers’ perception of medical services is higher than expected. At the same time, plastic surgery customers indicate the highest evaluation of the quality of medical services. These customers have the highest expectation of assurance in medical service quality and the lowest expectation on empathy. Among the plastic surgery clients in various age groups, the younger ones exhibit greater difference between the expected value and actual perceived value in terms of the reliability of medical service quality. Therefore, we can conclude that the service quality gap model is feasible in analyzing and improving the satisfaction of hospital patients. This model is a reliable theoretical reference that hospital administrators can use to address issues related to medical service quality.

목차

Abstract
Ⅰ. Research Background
Ⅱ. Literature Review
Ⅲ. Research Theoretical Basis
Ⅳ. Research Object And Method
Ⅴ. Results of Model Analysis
Ⅵ. Conclusion And Implications
References

키워드

Service quality customer satisfaction service demand medical service quality

저자

  • Dandan Yu [ Graduate student, Department of Global Business, Kyonggi University ] First Author
  • Lanmeng Wu [ Graduate student, Department of Global Business, Kyonggi University ] Co-author
  • Ziyang Liu [ Associate Professor, Department of Global Business, Kyonggi University ] Corresponding Author

참고문헌

자료제공 : 네이버학술정보

간행물 정보

발행기관

  • 발행기관명
    한국무역통상학회 [Korea Research Association of International Commerce]
  • 설립연도
    2000
  • 분야
    사회과학>무역학
  • 소개
    국제무역에 관한 학술활동 1. 연구발표회 개최 2. 학술지 간행 3. 산학협동을 위한 조사 연구 4. 국제학술교류 5. 기타 학회 목적에 부합하는 사업

간행물

  • 간행물명
    무역통상학회지 [Journal of Korea Research Association of International Commerce]
  • 간기
    격월간
  • pISSN
    1738-4354
  • 수록기간
    2001~2025
  • 등재여부
    KCI 등재
  • 십진분류
    KDC 326 DDC 380

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