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The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals

Doctor of Philosophy in Marketing

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Bibliographic Details
Main Author: Ahmad Ibrahim, Aljumah
Other Authors: Md Aminul, Islam, Assoc. Prof. Dr.
Format: Thesis
Language:English
Published: Universiti Malaysia Perlis (UniMAP) 2018
Subjects:
Medical tourism
Medical tourism > Malaysia
Medical tourism industry
Patient loyalty
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78013
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spelling 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 Ahmad Ibrahim, Aljumah Md Aminul, Islam, Assoc. Prof. Dr. Medical tourism Medical tourism -- Malaysia Medical tourism industry Patient loyalty Doctor of Philosophy in Marketing 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. 2018 2023-03-06T07:46:11Z 2023-03-06T07:46:11Z Thesis http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78013 en Universiti Malaysia Perlis (UniMAP) Universiti Malaysia Perlis (UniMAP) School of Business Innovation and Technopreneurship
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Medical tourism
Medical tourism -- Malaysia
Medical tourism industry
Patient loyalty
spellingShingle Medical tourism
Medical tourism -- Malaysia
Medical tourism industry
Patient loyalty
Ahmad Ibrahim, Aljumah
The effects of service quality, perceived value, satisfaction and trust on foreign patients' loyalty of medical tourism in Malaysia hospitals
description Doctor of Philosophy in Marketing
author2 Md Aminul, Islam, Assoc. Prof. Dr.
author_facet Md Aminul, Islam, Assoc. Prof. Dr.
Ahmad Ibrahim, Aljumah
format Thesis
author Ahmad Ibrahim, Aljumah
author_sort Ahmad Ibrahim, Aljumah
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
publisher Universiti Malaysia Perlis (UniMAP)
publishDate 2018
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/78013
_version_ 1772813089601748992
score 13.214268

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