The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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The Effects of Special Hospital Competencies on Customer Behavior Intentions

전문병원 역량이 고객 행동 의도에 미치는 영향 연구

  • So, Kwon-Seob (Department of healthcare & welfare management, Konyang Cyber University)
  • 소권섭 (건양사이버대학교 보건복지경영학과)
  • Received : 2013.11.08
  • Accepted : 2013.12.02
  • Published : 2013.12.30
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Abstract

This study aims to analyze how the competencies of specialized hospitals affect the customer behavior intentions. The research involved 14 specialized hospitals among 42 nationwide, which are selected by the Ministry of Health and Welfare in 2007. The results of the study are below. First, the competencies of specialized hospitals are emotional attachment and customer satisfaction proved to have the significant relationship. Second, the competencies of human resources and technology-related resources has a moderating effect with accessibility while the ability of material effect doesn't have such relation. Third, it was verified that the emotional attachment formed the customer satisfaction. Fourth, it turned out that the emotional attachment and customer satisfaction has the significant influence on customer behavior intentions. In conclusion, the competencies of specialized hospitals influences on the customer behavior intentions through the mediating effects of emotional attachment and customer satisfaction.

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References

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