Factors Determining International Patients Revisit Intention For Medical Treatments In Malaysia
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Date
2017-07
Authors
Krishnan, Thilagavathi
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
International healthcare service is a lucrative business that adds value to the
national economy of the participating countries. Currently most of the international
medical services are within the region. By participating in the international
healthcare industry, the destination countries have opportunity to increase their
national economic growth and job opportunities. Due to that, developing countries
such as India, Singapore, Malaysia and Thailand are extensively developing their
healthcare services to international patients in order to capture the ever growing
market. Malaysia, as emerging healthcare provider among the developing countries
in Southeast Asia region is also reforming its national economy through the
Healthcare New Key Economic Area (NKEA) initiated under the Malaysian
government’s Economic Transforming Program (ETP). In line with that this study
was conducted to find out factors determining international patients revisit intention
for medical treatments in Malaysia. Factors such as physical environment, hospital
charges, medical care, emotional support, patient safety and ethical conduct were
examined to know the impact these factors on international patient’s revisit intention.
These factors were conceptualized as healthcare service quality factors based on
SERVEQUAL model. Patient’s satisfaction was investigated to understand its
influence as mediator on the relationship between healthcare service quality factors
and patient’s revisit intention. Meanwhile, this study introduced patient-doctor
attachment as moderator influencing the relationship between patients’ satisfaction
and patients revisit intention. International patient’s who received medical treatments
from Malaysian hospital were selected to analyze on factors determining their revisit
intention.
Description
Keywords
Factors determining international patients revisit , intention for medical treatments in Malaysia