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Medical tourism service quality…finally some empirical findings

Abd Manaf, Noor Hazilah and Jahn Kassim, Puteri Nemie and Alavi, Rokiah and Hussin, Husnayati (2014) Medical tourism service quality…finally some empirical findings. In: 17 QMOD-ICQSS International Conference on Quality and Service Science, 03rd - 05th September 2014, University of Economics, VSE, Prague. (Unpublished)

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The purpose of this paper is to examine service quality, perceived value, overall satisfaction and future intention among medical tourists who seek treatment in Malaysian private hospitals. Self-administered questionnaire was main method of data collection. Respondents comprised foreign patients who seek medical treatment, and/or related medical services such as tests and medical check-ups. Expatriates and foreign nationals residing in Malaysia were excluded. Altogether 173 responses were received and analysed by SPSS 17. Three dimensions of medical tourism service quality were identified namely medical staff quality, supporting services quality, and administrative services quality. Medical staff quality was found to predict all three variables of patient satisfaction, perceived value and future intention for treatment. Very limited empirical research has been carried out with actual data from patients due to difficulty in getting access to international patients, and patients’ reluctance to participate. This study is among the first few which examines medical tourism service quality with actual patient data. The research identifies important constituents of medical tourism which may assist policy-makers and hospital managers in better understanding the industry

Item Type: Conference or Workshop Item (Plenary Papers)
Additional Information: 328/88914
Uncontrolled Keywords: medical tourism, medical outsourcing, international medical travel, health tourism, service quality
Subjects: R Medicine > RA Public aspects of medicine
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Ahmad Ibrahim Kulliyyah of Laws
Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Business Administration
Kulliyyah of Information and Communication Technology
Kulliyyah of Information and Communication Technology
Date Deposited: 18 Mar 2021 15:41
Last Modified: 18 Mar 2021 15:42
URI: http://irep.iium.edu.my/id/eprint/88914

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