코로나 확진 경험이 있는 소비자의 의료서비스품질에 관한 연구

The impact of COVID-19 has brought about significant changes across various sectors, with thehealthcare field experiencing particularly profound transformations. There is a growing call forhealthcare institutions to provide services that deliver satisfaction to patients and consumers. Following these developments, the world has transitioned from the COVID-19 pandemic to theendemic phase. Even in the endemic era, the need for rapid adaptation to rapidly evolvingindustries remains essential, and the importance of delivering high-quality healthcare services toall consumers continues to increase. This study examined perceptions of healthcare service quality among consumers who hadexperienced COVID-19 infection. The analysis revealed that responsiveness and professionalism, asdimensions of healthcare service quality, had a significant positive effect on perceived usefulness. In addition, accessibility, responsiveness, and professionalism significantly and positively influencedperceived ease of use. Both perceived usefulness and perceived ease of use were found to have asignificant positive effect on attachment and satisfaction, while attachment significantly andpositively influenced both satisfaction and loyalty. Finally, satisfaction significantly and positivelyaffected loyalty. The findings highlight the need for healthcare providers to focus on responsiveness andprofessionalism when delivering services to consumers with a history of COVID-19 infection. Furthermore, this study contributes to expanding research in the healthcare field, particularly inrelation to consumers who have experienced COVID-19 infection.