The Impacts of Servicescape on Trust, Customer Satisfaction and Reuse Intentions: The Case of Healthcare Services

김혜란,; Jonathan, Sungho; 서보경,

doi:10.15706/jksms.2010.11.5.005

Cited by 3 publications

(1 citation statement)

References 28 publications

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“…When a customer reuses a firm's products or services, it means that the company is guaranteed its continuous profit creation; then customers are more likely to establish their loyalty, which leads to the company's goal of sustainable development. This measurement of reuse intention refers to the intention and propensity of customers to continue to use a specific product or service (Kim, Seo, & Kim, 2010). In this study, based on various previous studies, the experience of customers with the SSTs is the individual's subjective will, which is reflected by comfort, satisfaction, and future choice behavior.…”

Section: Intention To Reusementioning

confidence: 99%

How does self-service technologies involuntary use affect customers’ intention to reuse?

Trang

Kim²

2022

HCMCOUJS - ECONOMICS AND BUSINESS ADMINISTRATION

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In response to rising labor costs and the rapid growth of technological innovation, many companies are adopting new technologies in their service processes. The adoption of Self-Service Technologies (SST) has brought many benefits, such as faster transaction speed and lower processing fees. Although previous studies show a positive relationship between the level of perceived benefits and involuntary use of SSTs and customer convenience, it is uncertain whether the level of innovation and benefits can influence the relationship between involuntary use of SSTs and customer convenience. In this study, we set up a noble research model and investigated the relationship between customer convenience and involuntary use, which was influenced by two moderators based on a sample of 345 customers in Korea. The results suggest that involuntary use is negatively related to customers’ comfort in using SSTs. Moreover, the perceived usefulness and innovativeness of SSTs may moderate the effect of involuntary use on customers’ comfort. Furthermore, managerial recommendations are proposed for managers to develop strategies for applying SSTs in their services.

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Section: Intention To Reusementioning

confidence: 99%

How does self-service technologies involuntary use affect customers’ intention to reuse?

Trang

Kim²

2022

HCMCOUJS - ECONOMICS AND BUSINESS ADMINISTRATION

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Impact of IT Service Provider’s Expertise and Customer’s Sociability on Continuous Intention to Use

Lee

Park

Jang

2012

Communications in Computer and Information Science

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Servicescape Factors Affecting Consumer’s Brand Image and Brand Loyalty: Focused on the General Hospital Industry in Korea

Choi

2023

Phys Ther Rehabil Sci

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Objective: The objective of the study is to provide tertiary medical centers or general hospitals in Korea with theoretical basis by analyzing the effect of servicescape factors, which will be helpful for medical institutions to enhance brand image and brand loyalty by consumers. Design: An empirical study Methods: To prove the model, I conducted a questionnaire survey analysis. Items for measurement have been extracted from several related studies on medical industry and some of other service industries. The survey target has been set by convenience sampling method and consists of citizens reside in Seoul and Gyeonggi-do Province, and total number of 165 samples have been analyzed. Factor analysis and reliability analysis have been conducted to verify validity and reliability, and for hypotheses verification, multiple regression analyses have been performed. Results: Servicescape factors consist of Pleasance(X1), Cleanliness(X2), Aesthetics(X3), and Equipment Recency(X4). To summarize the results of analyses, X1, X2, and X4 have been proved to have positive relations with brand image and all factors have been proved to have positive relations with brand loyalty. Also, brand image has been founded to affects positively to brand loyalty. Conclusions: Servicescape factors are significantly related to brand image and brand loyalty. So general hospitals should be aware of this and try to enhance servicescapefactors for attaining competitive advantage.

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The Impacts of Servicescape on Trust, Customer Satisfaction and Reuse Intentions: The Case of Healthcare Services

Cited by 3 publications

References 28 publications

How does self-service technologies involuntary use affect customers’ intention to reuse?

How does self-service technologies involuntary use affect customers’ intention to reuse?

Impact of IT Service Provider’s Expertise and Customer’s Sociability on Continuous Intention to Use

Servicescape Factors Affecting Consumer’s Brand Image and Brand Loyalty: Focused on the General Hospital Industry in Korea

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