Interrelations of service quality and service loyalty dimensions in medical tourism

Debata, Bikash Ranjan; Patnaik, B. Chandra Mohan; Mahapatra, Siba Sankar; Sree, Kumar

doi:10.1108/bij-04-2013-0036

Cited by 63 publications

(42 citation statements)

References 125 publications

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“…According to the results of the studies, service quality and waiting time are among the factors that are directly related to patient satisfaction and indirectly related to customer loyalty (47)(48)(49)(50). The influential factors identified by the studies carried out in Malaysia, India, and America were appropriate interaction with staff (10,(51)(52)(53) and feelings of safety in interaction with staff (54). The studies conducted in Taiwan and Romania identi-fied feelings of trust from medical tourists as an influencing factor for the satisfaction of patients (54,55).…”

Section: Discussionmentioning

confidence: 99%

Factors Affecting the Satisfaction of Medical Tourists: A Systematic Review

et al. 2019

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Context: Medical tourism is a relatively new concept with rapidly growing application. It is defined as purposeful travel to receive the health services provided in other countries and is underlain by patient satisfaction as one of the quality indicators that primarily attract medical tourists. The purpose of this study was to systematically review the factors that affect the satisfaction of people who travel to other countries to receive medical treatment. Evidence Acquisition: To identify contributors to the satisfaction of medical tourists, we conducted a systematic review between July 2016 and March 2017. The Preferred Reporting Items for Systematic Reviews and Prizma checklist was used as a guide for the review. The quality of the papers was examined independently by two of the researchers using the Kmet checklist. Further filtering left us with a final sample of 20 studies, which were subjected to content analysis using the input-process-output (IPO) model. The factors identified were then represented in the IPO model. A total of 376 studies were obtained from 9 English and Persian databases using 6 main search keywords. The specific keywords used were "medical tourist," "health tourist," "health tourism," "medical tourism," "satisfaction," and "consent." were searched from the databases of Scopus, Web of Science, Science Direct, Pro-Quest, Embase, Ovid, magiran and SID. Results: The examination of the studies yielded 137 effective factors that influence the satisfaction of medical tourists. The factors were classified into six categories, namely, services, manpower, information, costs, physical conditions, and health equipment. Among these categories, the service domain encompassed most of the influencing factors. Conclusions: The satisfaction of medical tourists is determined by different factors, among which satisfaction with the provision of services has been of great interest to medical tourists. Specifically, medical tourists evaluate the manner by which health care providers offer services, the quality of care that they receive, and the behavior of hospital staff. The results present implications for destination countries in their efforts to enhance the positive features of their services and address those that negatively affect the satisfaction of medical tourists.

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Section: Discussionmentioning

confidence: 99%

Factors Affecting the Satisfaction of Medical Tourists: A Systematic Review

et al. 2019

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“…Many studies have been conducted examining service quality, food quality and customer satisfaction constructs in different settings in different countries, for example the healthcare industry (Yeşilada & Direktör, 2010), the automobile repair services sector (Izogo & Ogba, 2015), the hotel industry (Dedeoğlu & Demirer, 2015), retail settings (Anselmsson & Johansson, 2014;Omar, Shaharudin, Jusoff, & Ali, 2011), tourism industry (Debata, Patnaik, Mahapatra, & Sree, 2015;Al-Tit & Nakhleh, 2014), the gaming industry (Wu, 2014), the telecoms and cellular sector Ali, Rehman, Yilmaz, Nazir, & Ali, 2010;Omotayo & Joachim, 2008), public transport (Kumar, 2012), the banking sector (Malik, 2012) and hair care services (Jeon, Dant, & Gleiberman, 2014), as well as the food industry (Marinelli, Simeone, & Scarpato, 2015;Wang, 2015;Kafetzopoulos, Gotzamani, & Psomas, 2014;Bujisic, Hutchinson, & Parsa, 2014;Jang & Ha, 2014;Wettstein, Hanf, & Burggraf, 2011). The results of these studies have confirmed the significance of relationships between these constructs.…”

Section: Introductionmentioning

confidence: 99%

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Al-Tit

2015

ASS

108

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The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

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“…According to Debata et al [46] (p. 27), "SEM depicts a diagram or a pictorial representation of a model that is transformed into a set of equations. The set of equations are solved simultaneously to test model fit and estimate parameters".…”

Section: Conceptual Model 3 Methodologymentioning

confidence: 99%

Collaborative Innovation in the Public Sector a Case of the Brazilian Federal Government

Santos

Kapoor

Tonelli

et al. 2015

Electronic Government and the Information Systems Perspective

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Abstract. The purpose of this study is to verify the statistical validity of a collaborative public sector innovation model in the Brazilian Federal Government context. This model essentially addresses aspects of co-creation, public sector innovation, and innovation ecosystem. Structural Equation Modeling results show a good model fit. It is concluded that the creative collaborative processes (co-creation) may generate new public values and foster public sector innovation. This stimulates the development of an innovation ecosystem supported by new public values and co-creative dynamics.

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Interrelations of service quality and service loyalty dimensions in medical tourism

Cited by 63 publications

References 125 publications

Factors Affecting the Satisfaction of Medical Tourists: A Systematic Review

Factors Affecting the Satisfaction of Medical Tourists: A Systematic Review

The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

Collaborative Innovation in the Public Sector a Case of the Brazilian Federal Government

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