Structural Modeling of Quality, Satisfaction, Value and Purchase Intention in Health Care Service

환자가 인지하는 의료의 질과 만족도, 서비스 가치, 재이용 의사간의 구조분석

  • Choi, Kui-Son (Department of Preventive Medicine, Medical College of Ewha Womans University) ;
  • Lee, Sun-Hee (Department of Preventive Medicine, Medical College of Ewha Womans University) ;
  • Nam, Jung-Mo (Department of Preventive Medicine, Medical College of Yonsei University) ;
  • Cho, Woo-Hyun (Department of Preventive Medicine, Medical College of Yonsei University)
  • 최귀선 (이화여자대학교 의과대학 예방의학교실) ;
  • 이선희 (이화여자대학교 의과대학 예방의학교실) ;
  • 남정모 (연세대학교 의과대학 예방의학교실) ;
  • 조우현 (연세대학교 의과대학 예방의학교실)
  • Published : 2000.12.01

Abstract

Objectives : To determine the relationships among quality, satisfaction, value and purchase intention in health care service. Methods : The data were gathered from out-patients who had used hospital services. They were asked to assess service quality, satisfaction, service value, and purchase intention. A total of 557 usable questionnaires were gathered. The data were analyzed using SAS version 6.12. The analysis methods employed in the study were confirmatory analysis and covariance structural analysis. Results : Service quality exhibited a significant and positive relationship with satisfaction, service value, and purchase intention. Furthermore, satisfaction had a significant and positive relationship with purchase intention. And finally, service value had a significant and positive relationship with both satisfaction and purchase intention. Based on these findings, it is evident that satisfaction was a mediator between service quality and purchase intention. Also service value played a mediating role between service quality and satisfaction. Conclusions : These results suggest that service quality is an antecedent of satisfaction and sonics value, and exerts a stronger influence on purchase intentions than satisfaction and service value do. Thus, managers may need to emphasize service quality in health care.

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