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A Study on the Effect of Medical Service Quality on Customer Satisfaction during COVID-19 for Foreigners in Korea

Author

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  • Seieun Kim

    (Department of Global Business, Kyungsung University, Busan 48434, Republic of Korea)

  • Hak-Seon Kim

    (School of Hospitality and Tourism Management, Kyungsung University, Busan 48434, Republic of Korea
    Wellness & Tourism Big Data Research Institute, Kyungsung University, Busan 48434, Republic of Korea)

Abstract

With the increasing number of foreigners residing in Korea, there is a need for further research on medical service satisfaction for this demographic. Therefore, this study aimed to analyze the impact of medical service quality on customer satisfaction and revisit intention of foreigners in Korea during the COVID-19 pandemic. An online survey was conducted from 15 March to 15 May 2022 to gather data from foreign residents in Korea. A total of 201 questionnaires were analyzed using IBM SPSS Statistics 26.0 and Smart PLS3.0 for empirical analysis. The results of the study demonstrate that reliability, empathy, and COVID-19 regulations (excluding responsiveness, assurance, and tangibles) positively impact customer satisfaction with medical services. Additionally, customer satisfaction with medical services positively affects revisit intention. Furthermore, variables, such as nationality and medical department, show average differences. These findings suggest that hospitals should focus on COVID-19 prevention and the quality of medical services, while also taking into account unique characteristics, such as nationality and medical department. This study provides essential reference data for medical institutions exposed to infinite competition, informing management strategies to increase customer satisfaction and revisit intention during COVID-19.

Suggested Citation

  • Seieun Kim & Hak-Seon Kim, 2023. "A Study on the Effect of Medical Service Quality on Customer Satisfaction during COVID-19 for Foreigners in Korea," Sustainability, MDPI, vol. 15(7), pages 1-12, March.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:7:p:5953-:d:1110984
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    References listed on IDEAS

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    1. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
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