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KMID : 0926620130180040001
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Korean Journal of Hospital Management
2013 Volume.18 No. 4 p.1 ~ p.17
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The Effect of Foreign Patients’Expectation and Experience on the Satisfaction of Medical service
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Kim Ki-Young
Jin Ki-Nam
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Abstract
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This research tried to understand the expectation and experience level of the medical service among the foreign patients who visit South Korea for a medical tourism, and to find out the effect of expectation and experience level on the satisfaction of medical service. Data collection was done through conducting a survey of inpatients in 4 hospitals located in Seoul, Korea. Total 110 cases were used for analysis. According to the study, expectation level had a significant difference between the group exposed to a word-of-mouth and the group not exposed to the word-of-mouth. The difference analysis of expectation and experience level of the foreign patients showed that all components of the service quality were satisfied. The component of perceived reliability was the only factor influencing the foreign patients`overall satisfaction on the medical service. The findings of this study will be provided a basic data for the marketing strategy which can apply to the satisfaction strategy differentiated from other countries.
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KEYWORD
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Medical Tourism, Foreign Patients Expectation and Experience, SERVQUAL, Satisfaction
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