Proceedings of the 3rd International Conference on Business Law and Local Wisdom in Tourism (ICBLT 2022)

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Customer Satisfaction Analysis for Medical Service Quality from Foreign Females’ Perspective in Korea During COVID-19

Authors
Seieun Kim1, *, Yiwen Shen1
1School of Global Studies, Kyungsung University, Busan, Republic of Korea
*Corresponding author. Email: kse9811@ks.ac.kr
Corresponding Author
Seieun Kim
Available Online 25 January 2023.
DOI
10.2991/978-2-494069-93-0_18How to use a DOI?
Keywords
Medical service quality; COVID-19; Customer satisfaction; Revisit intention
Abstract

The aim of this paper is to measure the relationship among medical service quality, customer satisfaction, and revisit intention for foreign female hospital visitors in Korea during COVID-19. This study employed an extended SERVQUAL model including COVID-19 regulations such as keeping social distance and COVID-19 symptom monitoring. To evaluate the proposed model, we collected response data from 84 foreign females in Korea by an online survey from March 15 to May 15, 2022. We verified the data by various statistical analysis metrics, such as validity and reliability test, discriminant validity, and structural modeling analysis. The results from our analysis revealed that the responsiveness, empathy, and COVID-19 regulations significantly affect customer satisfaction. Consistently, the customer satisfaction of medical services positively impacts revisit intention. Therefore, based on the results of this study hospitals should pay more attention to the regulation of COVID-19 and the quality of medical services. This study provides medical institutions with management strategies to increase customer satisfaction when an infectious disease occurs in the future.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Business Law and Local Wisdom in Tourism (ICBLT 2022)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
25 January 2023
ISBN
10.2991/978-2-494069-93-0_18
ISSN
2352-5398
DOI
10.2991/978-2-494069-93-0_18How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Seieun Kim
AU  - Yiwen Shen
PY  - 2023
DA  - 2023/01/25
TI  - Customer Satisfaction Analysis for Medical Service Quality from Foreign Females’ Perspective in Korea During COVID-19
BT  - Proceedings of the 3rd International Conference on Business Law and Local Wisdom in Tourism (ICBLT 2022)
PB  - Atlantis Press
SP  - 147
EP  - 156
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-494069-93-0_18
DO  - 10.2991/978-2-494069-93-0_18
ID  - Kim2023
ER  -