Developing the patients' loyalty model for medical tourism industry: The case of Malaysia

Zainudin, Awang and Asyraf, Aftanorhan and Sharifah Fazella, . (2017) Developing the patients' loyalty model for medical tourism industry: The case of Malaysia. International Journal of Society Systems Science, 9 (2). pp. 139-164. ISSN 1756-252X

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Medical tourism is nothing new for certain develop and developing countries. This industry is a good money generator to help economic growth and balance of payment of a country. This paper will identify several issues faced by Malaysia in its quest to remain competitive in this industry. The study is aimed to determine which factor is the most importance in providing a high contribution towards medical tourism. This research work assessed four dimensions under human capital construct, and also four dimensions under the physical infrastructure construct. The study also included one mediator construct linking the relationship between each exogenous construct and the intended endogenous construct namely the behavioural loyalty. The study employed stratified sampling method to obtain random sample from foreign tourists seeking treatments in three cities namely Kuala Lumpur, Malacca and Penang. The study utilises partial least square path modelling (PLS-PM). Finally, the result revealed that human capital, high technology, physical infrastructure, and patient satisfaction have positive impact on patient loyalty. Furthermore, the human capital construct was seemed the most importance factor in contributing to the success of medical tourism.

Item Type: Article
Uncontrolled Keywords: medical tourism; partial least square; structural equation modelling; measurement model; behavioural loyalty; importance-performance matrix analysis; IPMA; Malaysia.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Management
Depositing User: Fatin Safura
Date Deposited: 15 Feb 2022 08:17
Last Modified: 15 Feb 2022 08:17

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