불만족 고객의 미용 의료서비스 품질 분석 및 재방문 의도 연구

• 영문명: Analysis of Aesthetic Medical Service Quality in Dissatisfied Customers and their Intent to Revisit
• 발행기관: 한국인체미용예술학회
• 저자명: 이주연(Ju yeon Lee) 박세실리아(Cecilia Park) 리순화(Shun hua Li)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제18권 제3호, 79~99쪽, 전체 21쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2017.09.20

영문 초록

This study analyzed aesthetic medical service quality and explored improvements among 222 dissatisfied customers of dermatology and plastic surgery clinics. For this, the effects of such aesthetic medical service quality on customer satisfaction were analyzed, and the results were compared to revisit intention after compensation. In terms of aesthetic medical service quality, the following five factors were derived: convenience, cleanliness, reliability, responsiveness and friendliness. Then, validity and reliability were tested. According to analysis of dissatisfaction with specific perception factor items, correlations between perception factors and satisfaction were confirmed. According to a regression analysis of the effects of perception factors on customer satisfaction, revisit intentions were higher in the compensated group than in the non-compensated group among dissatisfied customers (74.0%) (p<0.001). Consequently, dissatisfied consumers showed the lowest satisfaction in responsiveness among the five aesthetic medical service quality factors. In other words, they had poor responsiveness to customers’ needs when they were busy. Therefore, if responsiveness to customers is improved even during busy hours, medical institutions would be able to prevent their patients from leaving for other hospitals or prospective consumers from being swayed away by dissatisfied customers.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 내용 및 방법

Ⅳ. 결과 및 고찰

Ⅴ. 결론

참고문헌

키워드

불만족 고객 미용 의료서비스 품질 피부과 성형외과 재방문 의도 Dissatisfied Customers Aesthetic Medical Service Quality Dermatology Clinic Plastic Surgery Clinic Revisit Intention