Factors Influencing Medical Service Customers’ Satisfaction and Behavioral Intention: The Case of patients from Russia and Central Asian countries

• 영문명: 의료서비스의 고객 만족도와 행동의도에 영향을 미치는 요인: 러시아 및 중앙아시아 지역에서 방문한 환자를 중심으로
• 발행기관: 관광경영학회
• 저자명: 서옐레나 최훈화 정기택 이훈영
• 간행물 정보: 『관광경영연구』제20권 제5호, 405~427쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.09.30

영문 초록

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

I. Introduction

II. Literature review and hypotheses

III. Methodology

IV. Results

V. Conclusion

References

키워드

Medical Service Attributes Cultural Distance Convenience Satisfaction Behavioral Intention