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Article
Publication date: 1 May 2005

Kui‐Son Choi, Hanjoon Lee, Chankon Kim and Sunhee Lee

Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have…

6085

Abstract

Purpose

Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have substantial freedom in choosing their medical service providers and to further study the causal relationship between service quality and satisfaction between out‐patient subgroups obtained on the basis of gender, age and types of services received.

Design/methodology/approach

After assessing the construct validity of the service quality dimensions based on confirmatory factor analysis, a path model specifying the relationships between service quality dimensions and patient satisfaction was estimated. The next analysis was a series of multi‐sample analyses. A multigroup LISREL analysis was used to test the invariance of structural paths between service quality dimensions and patient satisfaction.

Findings

Results indicated that the general causal relationship between service quality and patient satisfaction was well supported in the South Korean health‐care delivery system. An examination of the estimated path coefficients showed that the pattern of relationships between service quality and patient satisfaction was similar across the gender, age, and service type subgroups. Results also revealed that the level of satisfaction, on the other hand, was not the same for subgroups when divided by age and the types of services received.

Originality/value

Since the majority of the past studies have been geographically concentrated in the countries in North America and Western Europe, the findings of this study expand understanding of the relationships between service quality and patient satisfaction.

Details

Journal of Services Marketing, vol. 19 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 6 July 2015

Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini, Medi Yarmen and Tri Widianti

– This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty.

868

Abstract

Purpose

This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty.

Design/methodology/approach

The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.

Findings

The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly.

Research limitations/implications

The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts.

Practical implications

Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty.

Originality/value

This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

Details

Leadership in Health Services, vol. 28 no. 3
Type: Research Article
ISSN: 1751-1879

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Article
Publication date: 20 June 2016

Medi Yarmen, Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya Judhi Astrini and Tri Widianti

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

1123

Abstract

Purpose

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

Design/methodology/approach

This research used quantitative research methodology. The authors surveyed the patient of a healthcare service institution in Depok, Indonesia, and 163 of the institution patients participated in the survey. Multiple regressions analysis was performed to analyze the empirical data.

Findings

The findings showed that subjective norm and image have positive influence on patient loyalty. However, this research also found that trust and perceived risk do not have significant impact on patient loyalty.

Research limitations/implications

The author(s) used convenience sampling method, and the sample only involved respondents from a healthcare service institution in Depok, Indonesia. Hence, the findings of this research may not be generalized to the other contexts. Therefore, we recommend further research to replicate this research to examine the stability of this research’s findings.

Practical implications

The research results show that subjective norm and image affect the patient loyalty. Thus, the management of healthcare service institution should consider and manage all of these factors proactively.

Originality/value

This study is believed to be the first to develop and test patient loyalty model that includes trust, subjective norm, image, perceived risk and trust.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 11 February 2025

Sunhee Park and Yejin Lee

This study evaluated the effect of functional jackets designed to reduce the workload on the upper extremities and boost the muscle strength of workers from prolonged repetitive…

11

Abstract

Purpose

This study evaluated the effect of functional jackets designed to reduce the workload on the upper extremities and boost the muscle strength of workers from prolonged repetitive work.

Design/methodology/approach

The functional jacket designs for the upper limb incorporated a dynamic taping line with an elastic band, three-dimensional support for the abdomen and posterior waist (S2) and an X-shaped line on the scapular region combined with abdominal and posterior waist support (S3). Clothing pressure was adjusted ergonomically for different areas. A standard jacket served as the control (S1). The designs were evaluated based on work posture, electromyography and subjective sensation.

Findings

S2 and S3 effectively reduced the workload on the upper extremities by decreasing the trapezius muscle, shoulders and waist movement. S3 showed a low muscle-activation level on electromyogram analysis and was excellent in subjective sensation.

Originality/value

A functional jacket with optimal compression applied differentially to the upper extremities, with three-dimensional abdominal and posterior waist support and an X-shaped line on the scapula region, can reduce the workload on the upper extremities and boost the core muscle strength to improve work performance.

Details

International Journal of Clothing Science and Technology, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0955-6222

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Article
Publication date: 1 July 2014

Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti and Medi Yarmen

– The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.

1494

Abstract

Purpose

The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.

Design/methodology/approach

This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data.

Findings

The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty.

Research limitations/implications

The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability.

Practical implications

The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty.

Originality/value

This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.

Details

Clinical Governance: An International Journal, vol. 19 no. 3
Type: Research Article
ISSN: 1477-7274

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Article
Publication date: 4 December 2017

SunHee Jang Eissenstat and Yunsoo Lee

The purpose of this paper is to study organizational citizenship behavior (OCB) as a variable to bridge employer’s and employee’s needs from employee counseling. This study…

791

Abstract

Purpose

The purpose of this paper is to study organizational citizenship behavior (OCB) as a variable to bridge employer’s and employee’s needs from employee counseling. This study examined the relationship between meaningful work, job satisfaction, and OCB and how their positive associations can be enhanced. The role of counselors was discussed, too.

Design/methodology/approach

A moderated mediation model was suggested with the mediation model of meaningful work, job satisfaction, and OCB and the moderator, work time flexibility. Intervention was implemented with the goal of increasing employee’s control over work schedule. Six analyses were conducted to compare before and after the intervention aiming for enhancing employee’s work time flexibility, and one year after the intervention. Comparison between the intervention and the control group was also implemented.

Findings

The result indicated that the intervention was effective but the effect did not last one year after the intervention. This study suggests the role of employee counselors at organization.

Originality/value

Psychological wellness of employees becomes an interest not only of employees but also employers to reduce cost from employee burnout and turnover. Employee counseling can be provided to improve employee’s psychological wellness and also to meet the goal of employers. Integrated perspective serving two purposes is suggested in this study.

Details

International Journal of Workplace Health Management, vol. 10 no. 6
Type: Research Article
ISSN: 1753-8351

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Article
Publication date: 4 December 2017

Sunhee (Sunny) Seo and Hyunjeong Lee

The purpose of this paper is to uncover what affected restaurateurs in their intention to participate in the healthy restaurant initiative.

1115

Abstract

Purpose

The purpose of this paper is to uncover what affected restaurateurs in their intention to participate in the healthy restaurant initiative.

Design/methodology/approach

In all, 53 restaurateurs who participated in healthy restaurant initiatives in Korea responded to a survey. Multiple regression analysis was conducted to reveal the influences of perceived innovation characteristics (PICs), attitudes, subjective norm, and perceived behavioral control (PBC) on the intention to sustain a healthy restaurant.

Findings

The results showed that PBC, attitudes toward healthy restaurants, relative advantage for restaurants, and complexity among PICs were significant influences on the intention to sustain healthy restaurant initiatives.

Research limitations/implications

This research has made the first attempt to evaluate healthy restaurant initiatives using the perspectives of restaurateurs who actually participated in healthy restaurant initiatives. Also, this study extends the research model testing behavior intention using the theory of planned behavior and the innovation adoption theory to investigate the influences on restaurateur intentions to sustain healthy restaurant initiatives.

Practical implications

The findings indicate that operators must have access to sufficient technical resources and a sense of self-efficacy, which encourage restaurateurs to maintain healthy restaurant initiatives. Enhancing positive attitudes and the relative advantages of the healthy restaurant initiatives also encouraged participation. Finally, voluntary and continuous participation and expansion of healthy restaurant initiatives require community and government support, a simple use of process to change, and a good understanding of the relative advantages of healthy restaurant initiatives.

Originality/value

This study first illustrates the factors that best explain the intention to sustain a healthy restaurant from the perspective of restaurateurs. PICs shed light on how complexity and relative advantage for customers helps predict intentions to sustain healthy restaurant initiatives.

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Article
Publication date: 3 June 2020

Sunhee (Sunny) Seo, Kawon Kim and Vieta Annisa Nurhidayati

This study aims to investigate the influence of image and reputation of imported fresh fruits on consumer satisfaction and purchase intentions. The moderating role of familiarity…

740

Abstract

Purpose

This study aims to investigate the influence of image and reputation of imported fresh fruits on consumer satisfaction and purchase intentions. The moderating role of familiarity with imported fruits was also assessed.

Design/methodology/approach

A total of 332 Taiwanese consumers who had purchased imported Korean pears participated using an online survey and were grouped based on their familiarity to Korean pears. Multi-group analysis with structural equation modeling was used to test the hypotheses.

Findings

Image and reputation of imported Korean pears were identified as predictors of the satisfaction and purchase intention. Multi-group analysis results found the moderating effect of familiarity between image and satisfaction. Images were identified as predictors of the satisfaction and purchase intention of imported Korean pears for consumers with low familiarity, whereas image did not show any influence on satisfaction for consumers with high familiarity.

Originality/value

This study can contribute to the limited understanding of imported fresh fruit markets and provides insights into familiarity for consuming imported fresh fruits.

Details

British Food Journal, vol. 122 no. 9
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 5 May 2023

Soo Yeon Im and Sunhee Seo

This study aims to explore the role of restaurant experienscape in affecting diners' emotions and satisfaction with solo dining, considering the moderating role of solo dining…

844

Abstract

Purpose

This study aims to explore the role of restaurant experienscape in affecting diners' emotions and satisfaction with solo dining, considering the moderating role of solo dining willingness and public self-consciousness (PSC).

Design/methodology/approach

In total, 403 Korean customers who had dined alone at restaurants in the past three months participated in this study. Structural equation modeling, including multiple group analysis, was conducted to examine the hypotheses.

Findings

The dining atmosphere influenced solo diners' positive emotions but not their negative emotions. Responses from other guests and the interactional fairness of employees affected solo diners' negative emotions but not their positive emotions. Food sensory influences both positive and negative emotions. This study found that PSC significantly moderated the effect of the dining atmosphere on positive emotions, and solo dining willingness significantly moderated the impact of food sensory on positive emotions.

Practical implications

This study suggests that restaurant managers should pay close attention to providing fair service to all customers by training and educating employees because the unfair treatment that solo diners receive from employees affects focal customers' negative emotions.

Originality/value

The experienscape model was applied to the solo dining context based on Mehrabian and Russell's (1974) stimulus–organism–response paradigm and Pizam and Tasci's (2019) experienscape concept, which reflects the growing trend in solo dining.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 19 April 2022

Sunhee Seo, Kawon Kim and Soo Yeon Im

This study aimed to investigate the effects of accessibility, quality perception, and price perception on consumer satisfaction with imported fruit, specifically imported Asian…

426

Abstract

Purpose

This study aimed to investigate the effects of accessibility, quality perception, and price perception on consumer satisfaction with imported fruit, specifically imported Asian pears. The moderating role of the country image was also assessed.

Design/methodology/approach

A total of 413 Americans aged over 19 years who had purchased imported Asian pears were surveyed through an online questionnaire. Structural equation modeling and multiple group analysis were conducted to test the hypotheses.

Findings

Accessibility, quality perception, and price perception exhibited a significant impact on consumer satisfaction with imported Asian pears and influenced behavioral intention through satisfaction. Multiple group analysis results revealed a moderating effect of the country image on these relationships. Accessibility had a significant impact on consumer satisfaction of consumers with a high country image of Korea, whereas prices had no significant impact on them. In contrast, price was determined as a key satisfaction factor for consumers with a low country image of Korea, whereas accessibility did not have a significant impact.

Originality/value

This study contributes to the literature on imported fruits and provides practical implications for promoting the consumption of imported Asian pears in the US.

Details

International Journal of Emerging Markets, vol. 18 no. 12
Type: Research Article
ISSN: 1746-8809

Keywords

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