Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Effects of the Medical Tourism Service Quality on Loyalty through Tourist Satisfaction and Trust
- Journal of Tourism Sciences
- Abbr : JTS
- 2017, 41(8), pp.71-89
- DOI : 10.17086/JTS.2017.41.8.71.89
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
안토노바 인나 1, Bae， Sang-Wook 2, Wiijoo Yhang 2
1Sanvita Ltd, Co.
2부경대학교
Excellent Accredited
ABSTRACT
This study was to identify the effect of medical tourism service quality components such as processing, outcomes, and environment qualities as perceived by medical tourists in terms of the components of loyalty - reuse and recommendation intentions via satisfaction and reliability. To achieve this aim, we conducted a survey focused on medical tourists from Russia and Central Asia who had used medical institutions in Korea. We performed a structural equation model using a total of 255 data samples. The results of this analysis were as follows: First, it was confirmed that all the components of institutional service quality caused significantly positive effects on customer satisfaction. Second, coordinate service quality had a significantly positive effect on customer satisfaction. Third, satisfaction and reliability had significantly positive effects on the components of customer loyalty respectively. The results of this study will provide several theoretical and managerial implications and will suggest directions for future research.
Statistics
-
283 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김동태
/ 2010
/
The Effect of Consumer Expectation On the Perceived Quality of Agricultural Products - Focusing on the Moderating Effects of Product Information and Seller Trust -
/ 대한경영학회지
/ 대한경영학회
23(1)
: 157~182
[journal]
김미라
/ 2004
/
Factors That Affect Consumer Satisfaction with Medical Services
/ 소비자학연구
/ 한국소비자학회
15(3)
: 111~132
[journal]
김상현
/ 2014
/
Research for Northeast Asian medical tourism market strategy (focusing on Russia and CIS country)
/ 중소연구
/ 아태지역연구센터
38(2)
: 243~270
[journal]
김아름
/ 2009
/
의료관광객의 지각된 위험이 서비스품질과 만족에 미치는 영향 - 부산광역시를 방문한 일본관광객을 중심으로 -
/ 일본근대학연구
/ 한국일본근대학회
(25)
: 225~248
[thesis]
김종량
/ 2007
/ 서비스 브랜드, 종업원, 점포신뢰의 차별적 효과 : 서비스 특성별 비교분석
/ 박사
/ 전남대학교 대학원
[journal]
권점옥
/ 2013
/
The Influence of Service Quality Factors on Choice-Intention to Oriental Medical Tourism
/ 관광연구저널
/ 한국관광연구학회
27(5)
: 101~118
[journal]
박은숙
/ 2011
/
Effects of Medical Tourism Service Quality on Satiafaction and Behavioral Intention among Japanese Medical Tourists
/ 관광연구
/ 대한관광경영학회
26(4)
: 487~502
[thesis]
박종원
/ 2002
/ 여성전문병원의 서비스품질과 고객만족에 관한 연구
/ 박사
/ 경기대학교 대학원
[thesis]
박종환
/ 2009
/ 의료서비스 품질이 감정과 지각된 가치에 미치는 영향에 관한 연구 : 자아규제초점의 조절효과를 중심으로
/ 박사
/ 동아대학교 대학원
[journal]
박창순
/ 2015
/
The Effect of Russian Medical Tourist Service Quality on the User Satisfaction : Russians Visiting Busan Metropolitan City
/ 동북아관광연구
/ 동북아관광학회
11(3)
: 1~15
[report]
보건복지부
/ 2014
/ 2013년 외국인환자 유치 실적조사 결과
/ 보건복지부
[journal]
류황건
/ 2014
/
Research of Awareness of the People in Charge of Medical Tour Regarding the Qualifying Examination of International Medical Tour Coordinator
/ 보건의료산업학회지
/ 보건의료산업학회
8(3)
: 63~73
[journal]
안대천
/ 2013
/
Motivations and Risk Perceptions about Medical Tourism in Korea: Cross-cultural Comparisons of Tourists from Russia, Japan, and China
/ 관광연구저널
/ 한국관광연구학회
27(5)
: 309~334
[journal]
유동근
/ 2009
/
The effect of medical service quality and perceived risk on customer satisfaction, repurchase intention, and churn intention as to hospital sizes
/ 서비스경영학회지
/ 한국서비스경영학회
10(3)
: 97~130
[journal]
유형숙
/ 2015
/
The Effect of Medical Tour Coordinator’s Professionalism on Job Attitude : Focusing on Moderating Effects of Self-Efficacy
/ 동북아관광연구
/ 동북아관광학회
11(1)
: 41~58
[thesis]
尹明淑
/ 1992
/ 서비스 品質의 마아케팅 戰略的 活用에 관한 實證的 연구 : 醫療 서비스를 중심으로
/ 박사
/ 淑明女子大學校 大學院
[journal]
배상욱
/ 2010
/
The Effects of Internal Marketing on The Employees' Job Satisfaction and Swicthing Cost in A Hotel Industry: From The Viewpoint of Employees' Segmentation
/ 관광레저연구
/ (사)한국관광레저학회
22(2)
: 379~397
[thesis]
이영재
/ 1999
/ 관광호텔의 서비스 지향성이 고객애호도에 미치는 영향에 관한 실증적 연구
/ 박사
/ 京畿大學校 大學院
[thesis]
이지혜
/ 2012
/ 의료관광 통역사 양성실태와 개선방안에 관한 연구
/ 석사
/ 부산외국어대학교 통역번역대학원
[journal]
이유재
/ 2003
/
The Relative Effects of Three Dimensions of Service Quality on CS - A Comparative Study of Existing vs. Potential Customers -
/ 마케팅연구
/ 한국마케팅학회
18(4)
: 67~97
[thesis]
이은애
/ 2012
/ 의료관광 서비스품질이 의료관광객의 신뢰와 만족, 충성도에 미치는 영향연구
/ 석사
/ 경기대학교 관광전문대학원
[journal]
이진호
/ 2014
/
The Effects of Medical Tourism Service Quality on Satisfaction and Behavioral Intentions of Russian Medical Tourists
/ 관광연구저널
/ 한국관광연구학회
28(7)
: 103~116
[journal]
이호길
/ 2010
/
The effect of quality of medical service on medical customer satisfaction and sustainable medical tourism
/ 관광연구
/ 대한관광경영학회
25(3)
: 279~296
[thesis]
임춘례
/ 2012
/ 의료관광 서비스품질, 가치, 만족이 행동의도에 미치는 영향 연구
/ 박사
/ 경기대학교 관광전문대학원
[journal]
임춘례
/ 2011
/ 의료관광 유형에 따른 의료관광 서비스 품질이 인지된 가치 및 만족도와 행동의도에 미치는 영향에 관한 연구
/ 서비스산업연구
8(3)
: 97~113
[journal]
원영미
/ 2007
/ 의료관광 전문가의활성화방안에 관한 탐색 연구
/ 관광정책학연구
13(1)
: 107~126
[journal]
장병주
/ 2012
/
A Study on the Structural Relationships among Service Quality of Medical Institution, Customer Satisfaction, Revisit Intention, Recommendation Intention for Medical Tourists
/ 동북아관광연구
/ 동북아관광학회
8(2)
: 119~137
[journal]
정형옥
/ 2011
/
A Study on plans for the education of specialists and Required Manpower in Medical Tourism
/ 관광학연구
/ 한국관광학회
35(6)
: 205~228
[report]
진기남
/ 2010
/ 헬스케어관광지도사 국가기술 자격종목 개발연구
/ 한국산업인력공단
[report]
조영기
/ 2010
/ 서비스 산업선진화를 위한 인재정책 과제: 교육, 의료분야
/ 한국직업능력개발원
[thesis]
최귀선
/ 2000
/ 의료서비스 질과 환자만족도, 서비스 가치, 재이용 의사에 미치는 영향에 대한 구조분석
/ 박사
/ 연세대학교 대학원
[book]
한국관광공사
/ 2013
/ 2013 한국의료관광총람: 입문편
/ 한국관광공사
[report]
한국보건산업진흥원
/ 2014
/ 2013 외국인환자현황
/ 한국보건산업진흥원
[thesis]
한유진
/ 2014
/ 의료관광 담당자들의 근무환경이 직무스트레스와 직무만족에 미치는 영향
/ 박사
/ 고신대학교 대학원
[journal]
Anderson, L
/ 1990
/ Development of the trust in physician scale : A measure to assess interpersonal trust in patient-physician relationships
/ Psychological Reports
67(3)
: 1091~1100
[report]
Anderson, E
/ 1994
/ Customer satisfaction and word-of-mouth
/ National Quality Research Center, University of Michigan Business School
[journal]
Anderson, J
/ 1990
/ A model of distributor firm and manufacturer firm working partnerships
/ Journal of Marketing
54(1)
: 42~58
[journal]
Bagozzi, R
/ 1988
/ On the evaluation of structural equation models
/ Journal of the Academy of Marketing Science
16(1)
: 74~94
[journal]
Bitner, M
/ 1992
/ Servicescapes : The impact of physical surroundings on customers and employees
/ Journal of Marketing
56(2)
: 57~71
[journal]
Brady, M
/ 2001
/ Some new thoughts on conceptualizing perceived service quality : A hierarchical approach
/ Journal of Marketing
65(3)
: 34~49
[journal]
Carman, J
/ 1990
/ Consumer perceptions of service quality : An assessment of SERVQUAL dimensions
/ Journal of Retailing
66(1)
: 33~55
[journal]
Chiu, C-M
/ 2012
/ Re-examining the influence of trust on online repeat purchase intention : The moderating role of habit and its antecedents
/ Decision Support Systems
53(4)
: 835~845
[journal]
Cronin, J
/ 1992
/ SERVPERF versus SERVQUAL
/ Journal of Marketing
58(1)
: 125~131
[journal]
Dick, A
/ 1994
/ Customer loyalty : Toward an integrated conceptual framework
/ Journal of the Academy of Marketing Science
22(2)
: 99~113
[journal]
Doney, P
/ 1997
/ An examination of the nature of trust in buyer-seller relationships
/ Journal of Marketing
61(2)
: 35~51
[journal]
Dwyer, F
/ 1987
/ Developing buyer-seller relationships
/ Journal of Marketing
51(2)
: 11~27
[journal]
Fornell, C
/ 1996
/ The American customer satisfaction index : Nature, purpose and finding
/ Journal of Marketing
60(4)
: 7~18
[journal]
Foster, B
/ 2000
/ Relationship selling and customer loyalty : An empirical investigation
/ Marketing Intelligence & Planning
18(4)
: 185~199
[journal]
Garbarino, E
/ 1999
/ The different roles of satisfaction, trust, and commitment in customer relationships
/ Journal of Marketing
63(2)
: 70~87
[thesis]
Gremler D
/ 1995
/ The effect of satisfaction, switching costs, and inter personal bonds on service loyalty
/ doctor
/ Arizona State University
[journal]
Grönroos, C
/ 1984
/ A service quality model and is marketing implication
/ European Journal of Marketing
18(4)
: 36~44
[journal]
GroÈnroos, C
/ 1996
/ Relationship marketing : Strategic and tactical implications
/ Management Decision
34(3)
: 5~15
[journal]
Han, H
/ 2013
/ Customer retention in the medical tourism industry : Impact of quality satisfaction, trust, and price reasonableness
/ Tourism Management
46
: 20~29
[book]
Lovelock, C
/ 1998
/ Services marketing : Australia-New Zealand
/ Prentice-Hall
[thesis]
Mandziy, T
/ 2015
/ 러시아 의료관광객의 의료관광코디네이터 서비스품질이 만족 및 행동의도에 미치는 영향
/ 석사
/ 부경대학교
[journal]
Mechanic, D
/ 1996
/ The impact of managed care on patients' trust in medical care and their physicians
/ Journal of the American Medical Association
275(21)
: 1693~1697
[book]
Mishra, A
/ 1996
/ Trust in organizations:Frontiers of theory and research
/ Sage
[journal]
Morgan, R
/ 1994
/ The commitment-trust theory of relationship marketing
/ Journal of Marketing
58(3)
: 20~38
[book]
Nunnally, J
/ 1987
/ Psychometric theory
/ McGraw-Hill
[book]
Oliver, R
/ 1997
/ Consumer satisfaction, dissatisfaction and complaining behavior
/ Indiana University Press
[journal]
Oliver, R
/ 1980
/ A cognitive model of the antecedents and consequence of satisfaction decisions
/ Journal of Marketing Research
17(4)
: 460~469
[journal]
Oliver, R
/ 1989
/ Equity and disconfirmation perceptions as influences on merchant and product satisfaction
/ Journal of Consumer Research
16(3)
: 372~383
[journal]
Parasuraman, A
/ 1988
/ Communication and control process in delivery of service quality
/ Journal of Marketing
52(2)
: 35~48
[journal]
Parasuraman, A
/ 1985
/ A conceptual model of service quality and its implications for future research
/ Journal of Marketing
49
: 41~50
[journal]
Ramsey, P
/ 1997
/ Listening to your customers : The impact of perceived salesperson listening behavior on relationship outcomes
/ Journal of the Academy of Marketing Science
25
: 25~127
[journal]
Ravald, A
/ 1996
/ The value concept and relationship marketing
/ European Journal of Marketing
30(2)
: 19~30
[journal]
Reidenbach, R
/ 1990
/ Exploring perceptions of hospital operations by a modified SERVQUAL Approach
/ Journal of Health Care Marketing
10(4)
: 47~55
[journal]
Rust, R
/ 1994
/ How length of patronage affects the impact of customer satisfaction repurchase intention. Journal of Consumer Satisfaction
/ Dissatisfaction and Complaining Behavior
7(5)
: 53~68
[journal]
Schurr, P
/ 1985
/ Influences on exchange processes : Buyers' preconceptions of a seller's trustworthiness and bargaining toughness
/ Journal of Consumer Research
11(4)
: 939~953
[journal]
Selnes, F
/ 1998
/ Antecedents and consequences of trust and satisfaction in buyerseller relationships
/ European Journal of Marketing
32(3)
: 305~322
[journal]
Sirdeshmukh, D
/ 2002
/ Consumer trust, value, and loyalty in relational exchanges
/ Journal of Marketing
66(1)
: 15~37
[journal]
Tam, J
/ 2001
/ Interactive selling : A dynamic framework for services
/ Journal of Services Marketing
15(5)
: 379~396
[journal]
Taylor, S
/ 1994
/ An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
/ Journal of Retailing
70(2)
: 163~178
[journal]
Woodside, A
/ 1989
/ Linking service quality, customer satisfaction, and behavioral intension
/ Journal of Health Care Marketing
9(4)
: 5~17
[journal]
Zeithaml, V
/ 2000
/ Service quality, profitability, and the economic worth of customers : What we know and what we need to learn
/ Journal of the Academy of Marketing Science
28(1)
: 67~85