내용보기

의료서비스의 고객만족에 대한 실증적 연구 = An Empirical Study on Customer Satisfaction with Medical Service

서명/저자: 의료서비스의 고객만족에 대한 실증적 연구 = An Empirical Study on Customer Satisfaction with Medical Service / 조현주

초록/해제: 요약 :SERVQUAL, an instrument developed by the marketing area, is offered as a possiblemeasure of medical service quality. SERVQUAL measure service dimension of tangibles, reliability,responsiveness, assurance and empathy.The objectives of this study were ;1) to investigate the relationship between medical service quality and customer satisfation.2) to find out the influence of determinants of service quality on medical service quality.3) to find out the gap between customer expectations and employee's The questionnaire method is used in this study. A servey is conducted on hospital customers and employee which are randomly selected. The questionnaire are sent to 300 users and 208 are available. The results of this study are summarized as follows : Medical service quality will have a positive impact on the customer satisfaction. Tangibles, Empathy will have a positive impact on the medical service quality. There will be a gap between customer expectations and employee's.