Comparative Analysis of Customer Satisfaction factors between Oriental and Western Medicine Hospitals

This study analyzes customer satisfaction factors between oriental and Western medicine hospitals.This study surveyed outpatients and inpatients from three oriental medicine hospitals(K Region, P Region, U Region) and three general hospitals(K Region, P Region, U Region)from July 1, 2023 to August 31, 2023.The analysis method used SPSS Statistics 21.0 and AMOS 18.0 statistical programs.The general characteristics, descriptive statistics, and reliability of patients from oriental and western hospitals were analyzed.Path analysis was performed to verify the hypothesis.The results of this study are as follows.First, both oriental and Western medicine hospitals had human factors and public image factors that had a statistically significant positive (+) influence on customer satisfaction.Public image factors and customer satisfaction had a significant positive (+) influence on the revisiting intention.Second, the effectiveness factors of oriental medicine hospitals had a statistically significant positive (+) effect on customer satisfaction, and the physical factors had a statistically significant positive (+) effect on the revisiting intention.Third, the accessibility factor of the Western medicine hospitals had a statistically significant positive (+) influence on customer satisfaction.Based on the research results will serve as basic data that will allow hospitals to provide differentiated services and increase customer satisfaction and revisiting intention.