The Effects Of Service Quality, Companion’s Satisfaction And Delight On Behavioural Intention In Private Hospitals For Medical Tourism

• Main Author: Mohamad, Wan Normila
• Format: Thesis
• Language: English
• Published: 2016
• Subjects: HD28-70 Management. Industrial Management
• Online Access: http://eprints.usm.my/31425/1/WAN_NORMILA_MOHAMAD_24.pdf; http://eprints.usm.my/31425/

Kajian ini mengkaji perkaitan kualiti perkhidmatan dalam konteks pelancongan perubatan di hospital-hospital swasta di Malaysia. Ia merangkumi dimensi kualiti perkhidmatan komunikasi, budi bahasa, sokongan emosi, kemudahan hospital dan keperluan pendamping yang boleh meningkatkan niat tingkah laku melalui kepuasan dan kegembiraan berdasarkan pengalaman pendamping ini. Kajian ini juga menyiasat kesan yang sederhana daripada fasilitator pelancongan perubatan antara kualiti perkhidmatan dan niat tingkah laku dalam industri pelancongan perubatan. Model ini menggabungkan tiga teori; teori jangkaan ―disconfirmation‖, teori pemprosesan sosial dan teori psiko-evolusi emosi. Seramai 438 responden pendamping pesakit mengambil bahagian dalam kajian ini dari empat buah hospital swasta yang diluluskan di Pulau Pinang, Melaka dan Kuala Lumpur melalui kajian soal selidik yang dibangunkan daripada sastera yang berkaitan. Data dikumpulkan dengan menggunakan soal selidik yang dibangunkan daripada kajian sastera yang berkaitan dan kemudian dianalisis menggunakan pemodelan persamaan struktur melalui Smart PLS. This research examined the relevance of service quality in the context of medical tourism of the private hospitals in Malaysia. It encompasses the service quality dimensions of communication, courtesy, emotional support, hospital amenities and the companion‘s need that can influence intention of returning for retreatment, accompanying and promoting Malaysia private hospitals through satisfaction and delight based on the companion‘s experience. This research also investigates the moderating effect of medical travel facilitators between service quality and behavioural intention in the medical tourism industry. The model incorporates three theories; the expectancy-disconfirmation theory, the social information processing theory and the psycho-evolutionary theory of emotions. A total of 438 respondents of patient‘s companions participated in this study from four approved private hospitals in Penang, Malacca and Kuala Lumpur via survey questionnaire developed from related literature. Data was collected by using self-administered questionnaire developed from related literature and then analysed by using structural equation modeling via Smart PLS.