Influence of physical environment and medical service quality on customer satisfaction in medical travel to Korea

This study examined the effect of physical environment and medical service quality on customer satisfaction in foreign medical tourism. The quality of medical service also has a positive effect on customer satisfaction. As a result of the analysis, three factors of physical environment were identified, namely: social, environmental and design factors. The influences on the customer satisfaction were in the order of peripheral, design and social factors. The dimensions of service quality’s influence on customer satisfaction were correspondence, reliability, tangibility, assurance and empathy. These results provide a broader understanding of customer satisfaction in terms of physical environment and service quality. From a customer’s perspective, the customer’s social factors and responsiveness to the employees could be found to be closely related to the formation of the customer’s satisfaction.