文章基本信息

标题：Determinants of Patients’ Satisfaction: A Medical Tourism Study in Penang Island
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作者：Thilip Kumar Letchmanan ; Norfarah Nordin
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2021
卷号：11
期号：11
页码：2182-2203
DOI：10.6007/IJARBSS/v11-i11/11638
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This study examines the direct effect of service quality (using the dimensions i.e., tangibles, reliability, assurance, responsiveness and empathy) to medical tourist satisfaction. Besides that, this study also investigates the mediation effect of perceived value between service quality and medical tourist satisfaction. Data was collected through survey questionnaire and a total of 265 respondents who are medical tourist that acquired medical treatment from hospitals in Penang Island was collected and analysed. Data was analysed using Partial Least Squares. The results reveal that tangible, assurance and responsiveness dimensions are positively related to medical tourist satisfaction. In addition, medical tourist perceived value has a significant mediation effect on the relationship between perceived services quality dimensions (tangibles, reliability, assurance, responsiveness, and empathy) and satisfaction. The results provide a better understanding of medical tourist’s satisfaction, perceived service quality and perceived value, its contribution factors. The managerial implication and future research directions are also suggested.