The Relationship Model of Three Benefit Factors in Delayed Benefit Services

Abstract

We focused on how customers of Delayed Benefit Services (DBSs) perceive their benefits from service providers in the service delivery processes. The purpose of this study was to investigate the relationship among benefits, customer participation and customer satisfaction as a case of medical service. It was found that there are three fundamental benefit factors (Emotional Benefit, Functional Benefit and Perspective Benefit) in DBSs. We conducted our research with a questionnaire administered to 1984 patients with chronic diseases. This survey collected data on service quality, three benefits, customer participation and customer satisfaction. In delivery of DBSs, customers acquire Emotional Benefit and Perspective Benefit, after that Functional Benefit. Perspective Benefit promotes customer participation and customer satisfaction. This study suggested that the measurement of Emotional Benefit, Functional Benefit and Perspective Benefit in DBSs could be helpful for comprehending the level of service quality and predicting customer participation and customer satisfaction.