PURPOSE
The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients.
METHODS
A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model.
RESULTS
The modified model yielded Chi-square=7.96 (p=.019), df=2, chi2/df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty.
CONCLUSION
These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.

Citations

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  Myong Sun Cho
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  Young-Hee Yom, Myoung Ae Kim, Jung Hee Han
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  Jeong-Kyo Suh, Seo-Kyeong Jang
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  Young-Hee Yom, Kyu Eun Lee
  Journal of Korean Academy of Nursing Administration.2011; 17(4): 516.     CrossRef
• The Effect of Hospital SCM on Logistics Performance
  Moon Suk Cho, Young-Hee Yom
  Journal of Korean Academy of Nursing Administration.2011; 17(3): 284.     CrossRef