119구급 서비스품질이 재이용의도에 미치는 영향에 관한 연구 : 서비스가치 인식의 매개효과를 중심으로

초록

The 119 emergency service refers to the emergency medical service at the pre-hospital stage that transports an emergency patient from the scene of an emergency to the hospital. After the recent 10.29 disaster in Itaewon, service quality, such as the active response of emergency medical services to the nation’s citizens, has attracted more and more attention from the public, and is also emerging as a social problem. Therefore, in this study, in order to improve the quality and value of 119 emergency services, service quality factors affecting the value of 119 emergency services are analyzed, and whether the improvement of the service value has a substantial effect on the reuse intention of 119 emergency services users. want to As an analysis method, the characteristics and normality of the sample were checked, exploratory factor analysis was performed to verify validity and reliabil- ity, and correlation analysis was performed to examine the relationship between variables. In addition, multiple regression analysis was performed to examine the influence relationship between the independent variable, the mediating variable, and the dependent variable, and the Process macro model was used to examine the mediat- ing effect. As a result of the analysis, a positive causal relationship was found between 119 emergency service quality, service value perception, and re-use intention, and service value perception was found to play a mediat- ing effect in the relationship between 119 emergency service quality and re-use intention. This study is the first empirical study to study the structural causal relationship between 119 emergency service quality, service value perception, and re-use intention, differentiated from individual studies on 119 emergency service quality. It has academic significance in that it has identified that quality and service value affect re-use intention, and that the speed, convenience, and innovation of 119 emergency service quality affect service value. Through the results of this study, it is expected that 119 emergency centers and 119 emergency services will respond more quickly and secure empirical grounds for promoting policies that increase service value by im- proving service quality with innovative services that promote user convenience. In addition, it is expected that the quality and value of 119 emergency services, which puts the highest priority in saving people’s lives, can be reinterpreted from the point of view of users and customers, and can be used as basic data for improving laws and systems.

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