The effect of product quality, medical price and staff skills on patient loyalty via cultural impact in medical tourism

Abstract

The aim of this research is to understand the effect of product quality, medical price and staff skill on patient's loyalty through cultural impact in medical tourism. In this study, three exogenous constructs; namely product quality, medical price, and staff skill constructs were adopted to find their effects on patient's loyalty. Meanwhile, the cultural impact is also adopted as a mediator construct. This study uses confirmatory approach as Covariance based Structural Equation Modeling (CBSEM) for testing the research hypotheses. The study explores inbound medical tourists loyalty from 324 respondents sampled comprised from different countries using stratified sampling. In terms of the direct effect, the method reveals that medical price and staff skill had positive significant effects on cultural impact and patient loyalty. In terms of indirect effect, the cultural impact mediates the relationships between product quality, medical price, and staff skills on patient's loyalty.

The influence of hospital image and service quality on patients’ satisfaction and loyalty

“…In this study, patients have become more involved in hospital choice, while many patients do not choose a hospital directly, findings suggest that they often do this indirectly through choice of a personal physician. Patients' satisfaction with hospital treatment positively influences the image of the medical facility (Szyca et al, 2012;Afthanorhan et al, 2018). They found that many factors are involved which are the assessment of the quality of the medical service associated with the rapid solution of the reported problem, staff empathy and attitude, as well as the understanding and precise information.…”

“…The satisfaction of the patient with the service taken is important in terms of loyalty and positive perception of the hospital (Chi & Gursoy, 2009). It is not possible unsatisfied customer becomes loyal customer while satisfied customer is always a loyal customer (Chang et al, 2013;Afthanorhan et al, 2018).…”

Critical Success Factors of Medical Tourism: The Case of South Korea

“…There is no doubt about the increasing market size of medical tourism and the increasing demand for services [14,27,35,[37][38][39][40]. The reasons for the increasing number of medical tourists travelling from developed to developing countries can be economically explained by Oyewole [41].…”

“…In spite of Korea's popularity as a medical tourism destination, there is a paucity of literature which studies medical tourism in Korea, because Korea has only recently entered the medical tourism market compared to Thailand and Malaysia [15,16,54,56,63]. Among the few reported studies, some focused on analyzing the demand perspectives, such as how cultural differences affect the choice of destination [15,40] and the formation of Japanese tourists' travel plans for medical treatment in Korea [56]. One article investigated the key developmental characteristics of medical tourism in Korea [39].…”

Mediating Role of Employee Commitment in the Relationship Between Transformational Leadership Style and Employee Performance

“…Convergent Validity, which is evaluated through Average Variance Extracted. The construct reliability (CR) is evaluated through computing CR value for every construct(Awang et al, 2018;Afthanorhan et al, 2018;Mohamad et al, 2017Mohamad et al, , 2018Mohamad et al, , 2019. The Confirmatory Factor Analysis outputs are presented inFigure 2.…”