의료관광 서비스 품질 개선과 만족도 향상을 위한 정성적 연구

Assessing Medical Tourism Service Quality and Satisfaction: Focus on the Russian Medical Tourists in South Korea

High-quality medical service, advanced technology and friendly staff have propelled South Korea to become one of the main medical tourism destinations for Russians. The purpose of this study is to examine the factors determining Russian medical tourist satisfaction and dissatisfaction in South Korea. Thus, in-depth interviews, one of the qualitative research methods, were conducted on 10 Russian medical tourists who had undergone medical treatment in South Korea between December, 2014 and May, 2015. Findings reveal that the factors affecting Russian medical tourist satisfaction are professionalism, quality of service and tourism program. Elements influencing Russian medical tourist dissatisfaction are medical procedures, communication, such as miscommunication, language barrier, etc. and expensive cost. Theoretical and practical implications including insights for the further development of the Korean medical tourism industry are offered.