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

Journal of Korean Academy of Nursing Administration 2015; 21(3): 317-326.

Published online: 30 June 2015

DOI: https://doi.org/10.11111/jkana.2015.21.3.317

Factors Influencing Chinese Customers' Loyalty to Korean Medical and Tourism Services

Young-Hee Yom1, Myoung Ae Kim2, Jung Hee Han2

1Red Cross College of Nursing, Chung-Ang University, Korea.

2Graduate School, Chung-Ang University, Korea.

Corresponding author: Kim, Myoung Ae. Graduate School, Chung-Ang University, 84 Heukseok-ro, Dongjak-gu, Seoul 156-756, Korea. Tel: +82-2-820-5700, Fax: +82-2-824-7691, secretkim@daum.net

Received 11 May 2015       Revised 12 June 2015       Accepted 15 June 2015

Copyright © 2015 Korean Academy of Nursing Administration

(open-access):

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

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.

Keywords: Medical tourism, Quality of health care, Personal satisfaction

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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