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A.2 : 경영품질(1) : A.2.4 ; 장기요양서비스의 품질 결정요인이 서비스 만족도 및 구전의도에 미치는 영향
The effects of quality determinants on customer satisfaction and word-of-mouth in Long term care
이난영 ( Ran Young Yi ) , 김장현 ( Jang Hyun Kim ) , 정성화 ( Seong Wha Jung )
UCI I410-ECN-0102-2014-300-001594952

In this study, we understand that the image of long-term care facilities, the service-quality and so on influence customer-satisfaction and referral. Through this study, we derive the right direction of long-term care services in the future. As a result, assurance in the service-quality affects both customer-satisfaction and word-of-mouth. The external factors as tangibles only effect word-of-mouth. The internal factors as reliability, responsiveness and empathy influence customer- satisfaction not as much as word-of-mouth.

[자료제공 : 네이버학술정보]
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