Development of an instrument for measuring service quality of medical tourism in India

Abstract

India is fast emerging as one of the worlds's preferred medical tourism destinations. It is estimated that the size of the Indian medical tourism market may reach between USD 50 and 69 billion by the year 2012. In the present competitive environment, it is highly desirable to extend quality service to medical tourists so that market share can be retained or improved. This paper attempts to develop an instrument to measure the international patients' perception towards the quality of service provided by the selected hospitals. The instrument covers 36 variables over 10 dimensions. The results indicate that respondents perceive accessibility/convenience and treatment satisfaction as most important dimensions. However, improvement in the aspects of medical visa assistance and tie-up with international insurance company is needed to improve customer satisfaction.

assessment of service quality in tertiary hospitals and medical tourism index for the growth of medical tourism in Asian context, an empirical evidence from India

“…It is well known that globalization has an effect on the world's economy and the healthcare industry is no exception. ‗Medical Tourism' initiated when patients of developed countries took advantage of healthcare facilities while traveling overseas, but also took part in a particular medical involvement (Debata, 2011) 6 . Medical Tourism is a fairly fresh market with approximately 100-150 billion USD potential.…”

“…Because of different reasons ranging from cost awareness or quality purposes, it is a rapidly developing market. Bookman and Bookman (2007) indicate that medical tourism is -travel overseas with the aim of improving one's health 7 .‖ Furthermore, Medical Tourism is different from tourism and it is stated as the mixture of traveling abroad for a possible relaxing holiday but also involving a certain medical interference (Debata et al, 2011) 6 .…”

Modelling the factors affecting Indian medical tourism sector using interpretive structural modeling

“…Different articles, news, videos depicting testimonials of patients related to their high-quality clinical services, world-class latest medical equipment, assurance of quality, awards and accreditation standards are advertised on their own websites. These strategies help in creating awareness about the availability of wellness and alternative medical treatments in the country as well as to build up a positive image of the country with regard to high quality of care and clinical excellence (Debata et al, 2011).…”

Evaluating medical tourism enablers with interpretive structural modeling

“…In the eighteenth century, the upper strata of European classes often travelled across borders in order to bathe in thermal springs (Goodrich, 1993). With the emerging trends in medical tourism, also described as "wellness tourism", "health tourism", "medical travel", the international patients travel overseas for availing healthcare facilities blended with recreational activities (Debata et al, 2011).…”

“…McCallum and Jacoby (2007) identify Wockhardt Hospital, Escorts Heart Institute and Research Center, Apollo Hospital, Indraprastha Hospital, and Gleneagles Hospital as some of the "respected premier health solution providers" in India. With number of medical tourists growing at the rate of 25 percent annually (Debata et al, 2011), India is currently a preferred medical tourism center. State of the art equipments, ranges of healthcare services, low cost treatment, technological advances, qualified medical professionals, personalized patient care and a mix of modern medicine and alternative therapy have put India on the global medical tourism map.…”