Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
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The Effects of Factor Satisfaction and Experience Satisfaction in Foreign Medical Services on Revisit Intentions - Focused on Medical Institutions in Daegu Metropolitan City

의료서비스를 이용한 외국인환자의 요소만족 및 체감만족이 재방문의도에 미치는 영향

  • Lee, Chang Won (Hanyang University Business School) ;
  • Kim, Dae Geun (Hanyang University Graduate School, Department of Business Administration)
  • 이창원 (한양대학교 경영대학) ;
  • 김대건 (한양대학교 대학원 경영학과)
  • Received : 2017.11.17
  • Accepted : 2018.06.26
  • Published : 2018.06.30
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Abstract

Objective: This study conducted an empirical research on foreign patients who had visited the medical institutions of Daegu region in order to identify the effects of the factor satisfaction and experience satisfaction with medical services on their revisit intentions. Methods: This study reviewed the existing studies on medical services to foreign patients with a main focus on medical tourism, and conducted the empirical research through a survey on foreign patients from the Russian, Chinese and English-speaking regions based on the Daegu Medical Tourism Promotion Institute's DB of foreign patients. The empirical research conducted a multiple regression analysis on factor satisfaction and experience satisfaction regarding return visit intentions. Results: The multiple regression analysis results showed that both the factor satisfaction and the experience satisfaction with medical services of foreign patients had positive effects on their return visit intentions, especially, with a relatively greater effect from the factor satisfaction. Specifically, it was found that factor satisfaction elements of 'friendliness of employees', 'good communication', and 'expertise of medical workers'; and experience satisfaction elements of 'reliability of medical information', 'efforts to minimize incompatibility towards foreigners', 'convenient access to medical information' and the like enhanced the return visit intentions. Conclusion: We discovered that, in the context of medical tourism activities, it is important to enhance factor satisfaction and experience satisfaction with medical services in order to promote return visits of the foreign patients who we once attracted. Especially, there are implications that reliability of medical information and efforts to minimize incompatibility towards foreigners enhance return visits of foreign patients.

Keywords

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