A Study On Service Quality Of Hospital Websites And Its Influence On Service Value And Customer Satisfaction In Korea  

Oleh:

Cho, Chul-Ho

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-22.
Topik: Hospital Websites; Service Quality; Service Value; Customer Satisfaction
Fulltext: KSQM16.Chulho,CHO_Fullpaper.pdf (212.78KB)

Isi artikel

Our study was designed to examine the casual relationships among service quality, service value, customer satisfaction, and re-use intention in hospital website service. We applied path analysis model to test the hypotheses and research model. As a result of this study, service quality factors affect service value and customer satisfaction and both of service value and customer satisfaction affect re-use intention respectively and significantly. Also service value affects customer satisfaction significantly. Specifically, service value was empirically confirmed as one of the important factors preceding customer satisfaction and reuse intention in hospital website service. Therefore, this study shows that service value is important factor that hospitals have to emphasize to raise user satisfaction and performance.

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