Journal List > J Korean Acad Nurs Adm > v.21(3) > 1051806

Yom, Kim, and Han: Factors Influencing Chinese Customers' Loyalty to Korean Medical and Tourism Services

Abstract

Purpose

The purpose of this study was to identify factors related to the loyalty of Chinese customers who use Korean medical and tourism services.

Methods

Participants were 158 Chinese who visited plastic surgery clinics in Korea. Data were analyzed using descriptive statistics, One-way ANOVA, Scheffe? test, Pearson Correlation and Hierachical Multiple Regression.

Results

Medical service quality, tourism service quality and medical and service satisfaction were positively correlated with customer loyalty. Medical service quality and medical and tourism service satisfaction had significant influence on customer loyalty. The explained variance for customer loyalty was 84.9%.

Conclusion

These results suggest the need to improve the tourism service and medical and tourism service satisfaction to retain loyal customers.

Figures and Tables

Table 1

General Characteristics of Participants (N=158)

jkana-21-317-i001
Table 2

Correlation among Medical Service, Tourism Service, Service Satisfaction and Loyalty (N=158)

jkana-21-317-i002
Table 3

Differences in Loyalty by General Characteristics (N=158)

jkana-21-317-i003
Table 4

Results of Hierarchical Regression on Loyalty

jkana-21-317-i004

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