Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia

Isa, Salmi Mohd; Lim, G.; Chin, Phaik Nie

doi:10.1108/ijphm-10-2017-0056

Cited by 24 publications

(23 citation statements)

References 87 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Some relevant literature on medical tourism and health services also provided some evidence. For instance, Isa et al (2019) proved that patients' trust is having a direct relationship with perceived medical quality, relationship marketing, and word-of-mouth (WOM). Iranmanesh et al (2018) stated that trust has a significant impact on the attitude of Muslim medical tourists to Islamic medical treatment.…”

Section: Tourist Trustmentioning

confidence: 99%

Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty

Han

Zuo

Law³

et al. 2021

Front. Psychol.

View full text Add to dashboard Cite

The spread of COVID-19 and large-scale travel restrictions has caused serious damage to the global tourism industry. Tourists pay additional attention to public health services and their health during travel, but studies on tourism public health service quality (TPHSQ) are limited. Therefore, this study aims to define TPHSQ and revise and validate its scale. The result of exploratory factor analysis (EFA) indicates that TPHSQ includes two dimensions “overall environmental image” and “public health facilities and management.” And based on 456 valid samples, the relationship among TPHSQ, tourists’ trust, satisfaction, and loyalty was validated using the multiple linear regression models. Results revealed the importance of the TPHSQ in improving tourists’ satisfaction and recovering their trust and loyalty. These results provided several implications for research, practice, and society that can benefit diverse stakeholders, which could accelerate the recovery of the tourism industry.

show abstract

Section: Tourist Trustmentioning

confidence: 99%

Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty

Han

Zuo

Law³

et al. 2021

Front. Psychol.

View full text Add to dashboard Cite

show abstract

“…Many authors have used relationship quality concepts such as trust (Mohd. Isa et al, 2019) and satisfaction (Choi et al, 2004) as antecedents of BI.…”

Section: Motivation and Aim Of The Studymentioning

confidence: 99%

“…Trust is the expectation in the mind of the consumer that the service provider can be relied on to deliver its promises. Trust exists when the consumer believes the provider to be reliable and honest, and it plays a vital role in enhancing customer-provider relations (Mohd Isa et al, 2019). When patients trust doctors, they believe that the doctors will act in their goodwill and provide them with the best medical care available (Jakobsson and Holmberg, 2012).…”

Section: H2 Patient Satisfaction Mediates the Relationship Between Ps...mentioning

confidence: 99%

Examining the behavioural intention of inpatients in Indian government hospitals

Singh

Dixit

2022

IJHCQA

View full text Add to dashboard Cite

PurposeThe purpose of this research is to examine the impact of perceived service quality (PSQ) on the behavioural intention (BI) of patients in Indian government hospitals. The underlying mechanism of trust and patient satisfaction (SAT) is examined as multiple mediating effect.Design/methodology/approachData from 510 respondents were collected using structured questionnaires. Six government hospitals, namely, S.M.S. Hospital, J.L.N. Hospital, New Medical College Hospital, Maharana Bhupal Medical Hospital, Mathuradas Hospital and P.B.N. Hospital, were selected from the cities of Jaipur, Ajmer, Kota, Udaipur, Jodhpur and Bikaner, respectively. The data were collected from adult patients (>18 years old) who spent at least two nights in a government hospital between 1 October, 2020 and 30 December, 2020. PSQ formed as a reflective-formative model was analysed using the repeated indicator approach. Structural equation modelling (SEM) using SMART-PLS software was used to test the hypothesised model(s) derived deductively from literature.FindingsThe findings support the following conclusions: (1) the positive relationship between PSQ and BI is significant; (2) SAT mediates the PSQ and BI relationship; (3) trust mediates the PSQ and BI relationship; (4) the mediation effect of SAT is stronger than that of trust.Practical implicationsThe results indicate that, in order to enhance the positive BI of patients towards government hospitals, it is necessary for the hospitals to work on strategies to enhance the service quality provided to patients. The outcome of this study will enable state government hospitals to get a better understanding of the different dimensions of service quality and will help in observing the factors that contribute to patients' satisfaction and trust in building long-term relationships by encouraging a positive BI.Originality/valueThere is a dearth of research in India that evaluates the relationships between the constructs PSQ, trust, BI and SAT in the context of healthcare service. This empirical study is an attempt to fill this gap by focussing on the government hospitals in India.

show abstract

“…The current studies are mainly about the factors affecting medical tourism demand (Lin, Lee & Huang. 2009;Ferrer & Medhekar, 2012, Johnson & Garman, 2015Loh, 2015;Vetitnev, Kopyirin & Kiseleva, 2016;Tang & Lau, 2017;Tang & Abdullah, 2018;Loh & Triplett, 2019;Nilashi, Samad, Manaf, Ahmadi, Rashid, Munshi et al, 2019;Arulmozhi, Praveenkumar, Vinayagamoorthi, 2019;Al-Talabani, Kilic, Ozturen & Qasim, 2019;Sedianingsih, Ratnasari, Prasetyo & Hendarjatno, 2019), MTSSC management principles such as coordination, collaboration, information exchange and integration Perkumiene, Vienažindiene & Švagždiene, 2019;Cho & Lee, 2019;Karadayi-Usta & Serdarasan, 2019), perceived MTSSC quality (Debata, Patnaik & Mahapatra, 2012;Rahman 2019;Mohd Isa, Lim & Chin, 2019;Sadeh & Garkaz, 2019), benefits and risks of medical travel (Kumar et al, 2012), partnership quality between health institutions and travel agencies (Lin, 2014), and supply chain network modelling (Ahmadimanesh, Paydar & Asadi-Gangraj, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

A conceptual model of medical tourism service supply chain

Karadayi-Usta

Serdarasan

2020

JIEM

View full text Add to dashboard Cite

Purpose: Medical tourism service requires involvement of multiple parties from the service network, however medical tourism is not well studied from a supply chain management perspective. This study suggests a conceptual model of medical tourism service supply chain (MTSSC) to provide a clearer understanding of its nature, and defines its business processes.Design/methodology/approach: Triangulation which makes use of literature review, in-depth interviews, and expert evaluations was applied to develop and validate the suggested model. The proposed model is initialized based on the relevant literature. In-depth interviews were used to refine and finalize the model. Expert evaluations ensure the trustworthiness of the model and the business process definitions.Findings: The proposed model uses a nested process structure rather than a one-dimensional supply chain model, where the assistance company maintains an intermediary role between the patient and all the service providers (e.g. medical institutions, transportation, accommodation). Additionally, the conceptual model identifies seven business processes: service design, service recovery management, customer relationship management, supplier relationship management, demand management, capacity and resource management, and service delivery management.Practical implications: The results provide a better understanding of the MTSSC structure and processes, and a recognition of the MTSSC members. The process definitions give the members an idea about their roles in the service design and delivery in practice. Additionally, a better understanding of the system as a whole leads to better process development and control. MTSSC members may shape their organizations internally and supply chain-wide by considering this conceptual model. Moreover, the model acts as a basis for supply chain collaboration decisions.Originality/value: The conceptual model is built upon the theories and practice of medical tourism services, supply chain management, and service operations management. This study contributes to the theory of medical tourism services management by explaining the MTSSC concepts and business processes, and extends existing knowledge.

show abstract

Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia

Cited by 24 publications

References 87 publications

Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty

Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty

Examining the behavioural intention of inpatients in Indian government hospitals

A conceptual model of medical tourism service supply chain

Contact Info

Product

Resources

About