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International Journal of Academic Research in Business and Social Sciences

Open Access Journal

ISSN: 2222-6990

Determinants of Patients’ Satisfaction: A Medical Tourism Study in Penang Island

Thilip Kumar Letchmanan, Norfarah Nordin

http://dx.doi.org/10.6007/IJARBSS/v11-i11/11638

Open access

This study examines the direct effect of service quality (using the dimensions i.e., tangibles, reliability, assurance, responsiveness and empathy) to medical tourist satisfaction. Besides that, this study also investigates the mediation effect of perceived value between service quality and medical tourist satisfaction. Data was collected through survey questionnaire and a total of 265 respondents who are medical tourist that acquired medical treatment from hospitals in Penang Island was collected and analysed. Data was analysed using Partial Least Squares. The results reveal that tangible, assurance and responsiveness dimensions are positively related to medical tourist satisfaction. In addition, medical tourist perceived value has a significant mediation effect on the relationship between perceived services quality dimensions (tangibles, reliability, assurance, responsiveness, and empathy) and satisfaction. The results provide a better understanding of medical tourist’s satisfaction, perceived service quality and perceived value, its contribution factors. The managerial implication and future research directions are also suggested.

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In-Text Citation: (Letchmanan & Nordin, 2021)
To Cite this Article: Letchmanan, T. K., & Nordin, N. (2021). Determinants of Patients’ Satisfaction: A Medical Tourism Study in Penang Island. International Journal of Academic Research in Business and Social Sciences, 11(11), 2182–2203.