Examining service quality of hospitals in India, Sri Lanka, Thailand, and Malaysia: Case of outbound medical travelers from the Maldives

Abstract

The aim of this study is to examine how outbound Maldivian travellers who have received a medical service in any hospital in India, Sri Lanka, Thailand, or Malaysia perceive the quality of the service levels. A survey questionnaire was used to gather cross-sectional data from 400 outbound medical travellers from the Maldives. Respondents who received overseas medical treatment at any hospital in India, Sri Lanka, Thailand, or Malaysia were included in a random sampling selection. SPSS 25.00, and AMOS version 23.00 used for data analysis, including structural equation modelling. The findings reveals that the service quality dimension of tangible, empathy, efficiency, and safety positively and significantly influence hospital service quality. Contrarily, the level of improvement in medical care has a negligible effect. Hospitals in Thailand and Malaysia have overall service quality perceptions scores of 91.8 and 84.6 per cent, respectively, which is higher than those in India and Sri Lanka, indicating 67.2 and 77.6 per cent, respectively. The study highlights the necessity of improving hospital efficiency and safety in India, Sri Lanka, Thailand, and Malaysia. This empirical study supports new findings of hospital service quality. As a result, academics may supplement their analyses of previously published literature with new data and empirical support from the medical industry in South Asia. The findings of this study minimise knowledge, empirical, and population gaps seen in recent literature on medical service quality related to outbound medical travellers from the Maldives.