의료서비스의 지연에 따른 실패에서 물리적 환경이 고객반응에 미치는 영향

Abstract

This study determined the relationships between servicescape and customers’ response in delay induced failure of healthcare service. Servicescape are including five factors of amenity, cleanliness, aesthetics, equipment professional, and doctor professional. Customers’ response is consisted of perceived waiting time, customer satisfaction; repurchase intention, recommendation intention, and service expectation for future.

The data were gathered from students from a university in Soul. They were asked to assess servicescape and customers’ response in delay induced failure of healthcare service. Scenario was used in questionnaire. A total of 150 usable questionnaires were gathered.

These hypothesized relationships concerning servicescape and customers’ response were verified by analytic using SPSS17.0. The analytic methods for the study were regression analysis.

The results of the study were as follows: First, amenity, doctor professional, equipment professional had significant effects on customers’ response but aesthetics and cleanliness didn’t have.

Second, not only aesthetics had a significant effect on perceived waiting time but also doctor professional had a significant effect on perceived waiting time.

Third, equipment professional, amenity had a significant effect on customer satisfaction, amenity was the biggest reason for repurchase intention, and then cleanliness, doctor professional. Aesthetics and doctor professional had significant effects on recommendation intention. And amenity, equipment professional and doctor professional had significant effects on service expectation.

Based on these findings, servicescape played a role in customers’ response in delay-induced failure of healthcare service. &#8195