The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals
Medical tourism is one of the fastest-growing tourism sectors in the world, thus significantly contributing to economic development in many countries. Previous studies have estimated that the worldwide medical-tourism industry generates nearly USD 60 billion per year, with a growth rate of about 20...
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| Language: | English |
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my-unimap-780132023-03-06T07:47:42Z The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals Md Aminul, Islam, Assoc. Prof. Dr. Medical tourism is one of the fastest-growing tourism sectors in the world, thus significantly contributing to economic development in many countries. Previous studies have estimated that the worldwide medical-tourism industry generates nearly USD 60 billion per year, with a growth rate of about 20% annually. In Malaysia, the medical tourism industry is considered as one of the most important components of the economy because of its great prospects. Foreign patients are an important target market for medical tourism service hospitals. In Malaysia, medical tourism is facing a very competitive environment, specifically from Asian countries like Thailand and Singapore. Many studies have shown that maintaining foreign patients’ loyalty is a very challenging task for marketers nowadays. Therefore, the objective of this study is to investigate the moderated mediation effects of service quality on patients’ loyalty to medical tourism in Malaysia. Hence, this study examines the moderating effect of perceived value and trust. Perceived value moderates the relationship between service quality and satisfaction, whereas trust moderates the relationship between satisfaction and foreign patients’ loyalty. In addition, satisfaction is a mediator between service quality and foreign patients’ loyalty. A quantitative approach was adopted, whereby 640 questionnaires were distributed to foreign patients in Malaysia. Out of this number, 389 responses were finally found usable for analysis, which shows a 60% response rate. Data were analysed using Partial Least Squares-Structural Equation Modelling (PLS-SEM). Overall, the findings show significant relationships between service quality and satisfaction and foreign patients’ loyalty. Also, satisfaction is significantly related to foreign patients’ loyalty in Malaysia. In addition, satisfaction mediates the relationship between service quality and foreign patients’ loyalty. This study could contribute to knowledge on perceived value as a moderator between service quality and satisfaction as well as trust as a moderating variable between satisfaction and foreign patients’ loyalty to Malaysian medical tourism. In addition, this study contributes to theory by validating the attributes of the Theory of “Self-Regulation of Attitudes, Intentions and Behaviours” regarding patients s’ intention to stay longer in order to create a solid relationship with Malaysian hospitals. Universiti Malaysia Perlis (UniMAP) Thesis en http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78013 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/3/license.txt 8a4605be74aa9ea9d79846c1fba20a33 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/1/Page%201-24.pdf b31af9062524c085a093a3759971f613 http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/2/Full%20text.pdf 57064756bba58585c57c1415318c590f http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/4/Ahmad%20Ibrahim.pdf 0983d68bb960f0bdabf758b095fe6b65 Universiti Malaysia Perlis (UniMAP) Medical tourism Medical tourism -- Malaysia Medical tourism industry Patient loyalty School of Business Innovation and Technopreneurship |
| institution |
Universiti Malaysia Perlis |
| collection |
UniMAP Institutional Repository |
| language |
English |
| advisor |
Md Aminul, Islam, Assoc. Prof. Dr. |
| topic |
Medical tourism Medical tourism -- Malaysia Medical tourism industry Patient loyalty |
| spellingShingle |
Medical tourism Medical tourism -- Malaysia Medical tourism industry Patient loyalty The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| description |
Medical tourism is one of the fastest-growing tourism sectors in the world, thus significantly contributing to economic development in many countries. Previous studies have estimated that the worldwide medical-tourism industry generates nearly USD 60
billion per year, with a growth rate of about 20% annually. In Malaysia, the medical tourism industry is considered as one of the most important components of the economy because of its great prospects. Foreign patients are an important target market for medical tourism service hospitals. In Malaysia, medical tourism is facing a very competitive environment, specifically from Asian countries like Thailand and Singapore. Many studies have shown that maintaining foreign patients’ loyalty is a very challenging task for marketers nowadays. Therefore, the objective of this study is to investigate the moderated mediation effects of service quality on patients’ loyalty to medical tourism in Malaysia. Hence, this study examines the moderating effect of perceived value and trust.
Perceived value moderates the relationship between service quality and satisfaction,
whereas trust moderates the relationship between satisfaction and foreign patients’
loyalty. In addition, satisfaction is a mediator between service quality and foreign
patients’ loyalty. A quantitative approach was adopted, whereby 640 questionnaires were
distributed to foreign patients in Malaysia. Out of this number, 389 responses were finally
found usable for analysis, which shows a 60% response rate. Data were analysed using
Partial Least Squares-Structural Equation Modelling (PLS-SEM). Overall, the findings
show significant relationships between service quality and satisfaction and foreign
patients’ loyalty. Also, satisfaction is significantly related to foreign patients’ loyalty in
Malaysia. In addition, satisfaction mediates the relationship between service quality and
foreign patients’ loyalty. This study could contribute to knowledge on perceived value as
a moderator between service quality and satisfaction as well as trust as a moderating
variable between satisfaction and foreign patients’ loyalty to Malaysian medical tourism.
In addition, this study contributes to theory by validating the attributes of the Theory of
“Self-Regulation of Attitudes, Intentions and Behaviours” regarding patients s’ intention
to stay longer in order to create a solid relationship with Malaysian hospitals. |
| format |
Thesis |
| title |
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| title_short |
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| title_full |
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| title_fullStr |
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| title_full_unstemmed |
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals |
| title_sort |
effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in malaysia hospitals |
| granting_institution |
Universiti Malaysia Perlis (UniMAP) |
| granting_department |
School of Business Innovation and Technopreneurship |
| url |
http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/1/Page%201-24.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/2/Full%20text.pdf http://dspace.unimap.edu.my:80/xmlui/bitstream/123456789/78013/4/Ahmad%20Ibrahim.pdf |
| _version_ |
1776104261934907392 |