Russian Inpatients’ Nursing Service Expectations, Satisfaction and Intention to Revisit Hospital

Choi, In Young; Park, Hyoung Sook; Jung, Yun Seo

doi:10.7739/jkafn.2017.24.2.146

Cited by 1 publication

(2 citation statements)

References 6 publications

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“…Even though there is much literature on medical tourism, research that focuses on patients' intent to revisit started only around 2010 (Fan et al, 2010;Serirat, 2010). Past studies focused on factors such as medical service quality, satisfaction, empathy and assurance, word-of-mouth (WOM), social media, hospital brand image, ethical conduct and pricing in relation to patients' intent to revisit (Lee and Kim, 2017;Choi et al, 2017;Abubakar et al, 2017;Cham et al, 2016;Hwang and Sim, 2016;Lan et al, 2016;Ko and Kim, 2011;Al-Refaie, 2013;Seow et al, 2017;Han and Hyun, 2015). However, the study of the effect of trust on intent to revisit for patients was still limited.…”

Section: Ijphm 132 140mentioning

confidence: 99%

“…Different predictor variables have been used by the latest scholars to study the determinants of patients' intent to revisit such as medical service quality (Al-Refaie, 2013;Hwang and Sim, 2016;Lee and Kim, 2017;Das and Mukherjee, 2016;Loureiro, 2017;Juhana et al, 2015), IJPHM 13,2 WOM (Abubakar et al, 2017), hospital brand image (Cham et al, 2016;Loureiro, 2017;Juhana et al, 2015), nursing service (Choi et al, 2017), brand awareness and authenticity (Das and Mukherjee, 2016;Loureiro, 2017) and patients' demographic factors (Lan et al, 2016). The study investigates the predictor variables in terms of patients' attitudes towards affective components (i.e.…”

Section: Intergrated Behavioural Modelmentioning

confidence: 99%

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Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia

Isa

Lim

Chin

2019

IJPHM

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Purpose This study aims to examine hospital image, perceived medical quality, relationship marketing and word-of-mouth as the determinants of patients’ intent to revisit private hospitals in Penang, based on the theory of planned behaviour. Design/methodology/approach A quantitative study comprising a self-administered questionnaire was distributed to domestic and international patients at the airport, private hospitals and hotels located in Penang. The partial least squares structural equation modelling (PLS-SEM) approach was used to analyse and test the research hypotheses. Findings The results show that cognitive components (i.e. hospital image and perceived medical quality) do not have any significant influence on patients’ intent to revisit, while affective components (i.e. relationship marketing) and behavioural components (i.e. word-of-mouth) are important in increasing patients’ intent to revisit private hospitals in Penang, Malaysia. Trust has no significant mediating effect between predictor variables and patients’ intent to revisit, but it has significant association with affective and behavioural components. Practical implications The findings provide insights to medical marketing teams in promoting and increasing patients’ intent to revisit their respective hospitals and for the governments to sustain and enhance medical tourism in their countries. Originality/value This study is one of the few studies that looks at the relationship between hospital image, perceived medical quality, relationship marketing, word-of-mouth and patients’ intent to revisit private hospitals in Penang, Malaysia. This study also explored the direct and indirect effects of trust on patients’ intent to revisit that was still limited.

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