디지털 헬스케어 고객경험이 서비스 만족과 주관적 웰빙에 미치는 영향: 원격진료 서비스를 중심으로

In this study, based on the customer experience framework of Becker and Jaakkola (2020), major factors affecting customer experience in digital healthcare were derived from the platform and hospital aspects. And we would like to demonstrate how these two types of touch points affect customer experience and results among customers who use telemedicine among digital healthcare. In addition, we wanted to examine the moderating effect of how customer experience results vary depending on the customer role. The results of the study showed that the two types of digital healthcare touch points had a positive effect on customer experience (cognitive/social/emotional), and customer experience was found to have a positive effect on service satisfaction. Service satisfaction was ultimately found to have a positive effect on subjective well-being. In addition, it was expected that the impact of customer experience on service satisfaction would differ depending on the customer's role (customer compliance), but the moderating effect of customer compliance was found only in the relationship between the impact of cognitive experience on service satisfaction. Based on this, theoretical and practical implications and limitations of the study were suggested.