의료서비스품질 핵심 요인이 고객의 재이용의도에 미치는 영향에 관한 연구

An oversupply of medical services of hospitals due to development of the medical service industry is leading to a rapid change into the market focused on patients and customers rather than hospitals. Therefore, the evaluation of the medical services of the hospitals by the patients is becoming a source of a competitive edge between hospitals. The current study made an analysis of the effects of factors, service value and customer satisfaction composing hospitals' medical service quality on customers’ intention to reuse. To summarize the results of this study, First, the key factor in the quality of care in hospitals reputation had a significant influence on the value of customer-perceived service. Second, it was found that the core factors of medical service quality have all positive effects on customer satisfaction. Third, it was found service value has a positive effect on customer satisfaction. Finally, it was found that service value and customer satisfaction have all positive effects on the intention to reuse. It can be said that the present study has significance in that research was made focused on patients who were customers of medical service unlike the precedent studies focused on suppliers in relation to key factors of medical service quality. Therefore, as service value and satisfaction can be evaluated differently depending on how medical service quality is formed from the patient's perspective, special attention should be given in relation to its management.