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KMID : 0363620100310010069
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Journal of Korean Oriental Medicine
2010 Volume.31 No. 1 p.69 ~ p.80
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Systematic Review on the Customers’ Use of and Satisfaction with Oriental Medical Services
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Seo Young-Joon
Kang Shin-Hee
Kim Yeon-Hee
Choi Dae-Bong
Shin Hyun-Kyu
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Abstract
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Objectives: This study aimed to find determinants of customers’ use of and satisfaction with oriental medical services in Korea.
Methods: A total of 33 articles which consist of 9 articles published in academic journals, 20 master’s theses, and 4 doctoral dissertations were included in the systematic review. Among the articles used in the study, 29 used primary survey data, while 4 used secondary data produced by the Korean National Health and Nutrition Evaluation Survey.
Results: First, it was found that people who prefer to use oriental medical services usually have one or more of the following diseases: musculoskeletal disorders, paralysis, or diseases or injuries without clear diagnosis. Other variables of gender, age, expectation of treatment outcome, and kindness of doctor and other staff were found to be significant determinants of using the oriental medical services. Second, the determinants of customers’ satisfaction with oriental medical services were found to be age, gender, level of education, chronic disease with long length of stay, kindness of staff, medical cost, clinical environment, doctor’s reputation, and public image of the institutions.
Conclusion: The results of this study can be used to develop marketing strategies for oriental medical institutions in Korea.
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KEYWORD
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meta analysis, customers’ use and satisfaction, oriental medical services
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