초록

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

키워드

서비스대기, 고객만족, 대기비용, 지속성, 거래중요도, 대기환경, 서비스 통제가능

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