The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVFERF
Sang‐Sook Han, In-Sun Son, Ja‐Chul Gu, Sangchul Lee · Journal of the Korean society for quality management · 2007
The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.