A Study on the Service Waiting - Focus on Medical Services -

Kim,, S. (2009). A Study on the Service Waiting - Focus on Medical Services -. The Journal of Distribution Science, 7(2), 45-61, https://doi.org/https://doi.org/10.15722/jds.7.2.200906.45

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Abstract

The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose, this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting.

keywords: 서비스 대기, 고객만족, 대기비용, 지속성, 거래중요도, 대기환경, 서비스 통제가능

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Article Contents

Vol.7 No.2

A Study on the Service Waiting - Focus on Medical Services -

Abstract

Reference

The Journal of Distribution Science