The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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The effects of Patient Trust on Relationship Commitment in Healthcare Settings

의료서비스에 대한 환자신뢰가 관계몰입에 미치는 영향

  • Ghoi, Jin-Hee (Dongnam Institute of Radiological & Medical Sciences) ;
  • Lim, Jung-Do (Dept. of HCM, Catholic University of Pusan)
  • 최진희 (동남권원자력의학원) ;
  • 임정도 (부산가톨릭대학교 병원경영학과)
  • Received : 2010.05.30
  • Accepted : 2010.06.20
  • Published : 2010.06.30
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Abstract

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

Keywords

References

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