Health Policy and Management (보건행정학회지)

Korean Academy of Health Policy and Management (한국보건행정학회)
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The Effects of Information Searching Behavior and Perceived risk on Consumer Satisfaction in Medical Service Consumer

의료소비자의 정보탐색행태와 지각된 위험이 고객만족도에 미치는 상대적 영향

  • Chae, Yoo-Mi (Department of Occupational Medicine, College of Medicine, Dankook University) ;
  • Lee, Sun-Hee (Department of Preventive Medicine, School of Medicine, Ewha Womans University)
  • 채유미 (단국대학교의과대학 산업의학교실) ;
  • 이선희 (이화여자대학교 의학전문대학원 예방의학교실)
  • Received : 2010.06.15
  • Accepted : 2010.09.28
  • Published : 2010.09.30
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Abstract

Objective : The purpose of this study is 1) to understand the information-searching behavior of health care consumers ; 2) to examine the relationship between the information-searching behavior of health-care consumers and regulatory variables such as socioeconomic factors, characteristics of medical utilization, and perceived risks ; and 3) to determine the factors that affect consumer satisfaction, especially with respect to information-searching behavior. Method : The data for this study were collected from 838 respondents in five university hospital located in three areas?Seoul, Gyeonggi province, and Chungchong province. As the first step of the study, we conducted a preliminary survey from September 23?26, 2008. At the second step, we conducted a survey on the effect of information-searching behavior on those individuals who had visited. Furthermore, personal interviews were conducted through a face-to-face survey between September 30 and October 17, 2008. Results : The major research findings that were obtained from the study were as follows : First, the age, educational level, and residential district were associated with information source utilization. Second, the level of information searching effort and quality of service had a significant effect on consumer satisfaction. Conclusion : These results show that it is essential for marketers to have in-depth knowledge about the young and educated people who actively search for information and about those who are in the prime of their life and rely on word-of-mouth communication from personal and experi in-al informers. Therefore, marketers should develop different marketing strategies to meet the needs of such consumers.

Keywords

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