Customer Satisfaction Analysis for Medical Service Quality from Foreign Females^ Perspective in Korea During COVID-19 Seiun Kim, Yiwen Shen
Kyungsung University
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 a SERVQUAL model including COVID-19 regulations such as keeping social distance and COVID-19 symptom monitoring. Data was collected 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 equation 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, 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.
Keywords: Medical service quality, COVID-19, Customer satisfaction, Revisit intention
