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Factors Influencing Medical Service Customers’ Satisfaction and Behavioral Intention : The Case of patients from Russia and Central Asian countries
의료서비스의 고객 만족도와 행동의도에 영향을 미치는 요인 : 러시아 및 중앙아시아 지역에서 방문한 환자를 중심으로

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초록

영어
This study investigates factors that influence foreign customers’ satisfaction and behavioral intention towards medical services in South Korea. In particular, the relationship between medical service attributes including cultural distance, medical service components and convenience, on the one hand, and satisfaction and behavioral intention, on the other hand, is explored. The results of the study indicate that medical service attributes have a significant positive effect on satisfaction level of patients from Russia and Central Asian countries. Moreover, satisfaction influences such behavioral intentions as revisit intention and word-of-mouth intention. Hence, the more patients are satisfied with medical services provided, the higher the probability that they will return to the provider or recommend it to others. Accordingly, satisfaction level of international patients has to be continuously monitored to increase favorable behavioral intentions. However, our findings indicate that medical service attributes have no effect on behavioral intention of foreign customers. Thus, further research should be conducted on the topic.

목차

ABSTRACT
 I. Introduction
 II. Literature review and hypotheses
  1. Medical tourism
  2. Medical service attributes, satisfaction, and behavioral intention
 III. Methodology
  1. Questionnaire design
  2. Data collection and analysis
 IV. Results
  1. Demographic characteristics
  2. Behavioral characteristics
  3. Reliability and validity analysis
  4. Hypotheses testing
 V. Conclusion
 References

저자

  • Elena Shegay [ 서옐레나 | Master’s student, Department of Health Services Management, Kyung Hee University ]
  • Hunhwa Choi [ 최훈화 | Doctoral student, Department of Health Services Management, Kyung Hee University ] Co-author
  • Keetaig Jung [ 정기택 | Professor, Department of Management, Kyung Hee University ] Co-author
  • Hoonyoung Lee [ 이훈영 | Professor, Department of Management & Administration, Kyung Hee University ] Corresponding author

참고문헌

자료제공 : 네이버학술정보

간행물 정보

발행기관

  • 발행기관명
    관광경영학회 [Tourism Management Research Organization]
  • 설립연도
    1997
  • 분야
    사회과학>관광학
  • 소개
    관광경영학을 실용학문의 체계로 확립하고 실천학문으로 정착시키기 위하여, 관광경영학문을 현실적응에 필요한 연구를 통해 국가관광정책의 방향을 제시하고, 관광사업자들에게는 실질적으로 도움이 되는 경영전략을 제공하며, 연구를 통하여 회원간의 친목도모와 정보교환을 함으로써 상호발전을 목적으로 한다.

간행물

  • 간행물명
    관광경영연구 [Journal of Tourism Management Research]
  • 간기
    격월간
  • ISSN
    2092-528X
  • 수록기간
    1997~2019
  • 등재여부
    KCI 등재
  • 십진분류
    KDC 326.39 DDC 910

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