Tourists’ satisfaction and loyalty intention at Shariah compliant private hospitals in Malaysia

Rahman, Muhammad Khalilur; Zailani, Suhaiza; Musa, Ghazali

doi:10.1080/15980634.2018.1555605

Cited by 34 publications

(38 citation statements)

References 39 publications

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“…hospitals) strategically position themselves to attract health tourists even though the destination's appeal exceeds just being a hospital. Hence, several countries actively promote healthcare services and therapy to attract foreign tourists by investing in infrastructure upgrades, setting attractive prices and training medical professionals to develop sufficient capacity that can absorb the surging demand in health tourism (Rahman, Zailani & Musa, 2018). In India, for example, having recognized the untapped potential of health tourism, the government has sought to make the country a world-class destination by optimising capability and raising the efficiency of local enterprises (Indian Ministry of Tourism, 2014).…”

Section: Introductionmentioning

confidence: 99%

Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions

Elbaz

Kamar

Onjewu

et al. 2021

International Journal of Hospitality & Tourism Administrati

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Although the customer experience-satisfaction nexus is a highly developed body of work in the wider literature, this link has scarcely been explored in health tourism. Accordingly, this paper aims to assess the dimensions of health services experiences leading to tourists' satisfaction and the moderating role of trust and emotions in the link between satisfaction and destination loyalty.A PLS-SEM is employed to analyze data from a sample of 225 health tourists in Egypt. The results show that health tourism experiences dimensions significantly affect tourists' satisfaction, which in turn positively impacts their loyalty. Additionally, destination trust and emotions moderate the connection between satisfaction and loyalty. Theoretical contributions arise for scholars and practical ramifications are presented for service providers and stakeholders in the Egyptian health tourism scene.

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Section: Introductionmentioning

confidence: 99%

Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions

Elbaz

Kamar

Onjewu

et al. 2021

International Journal of Hospitality & Tourism Administrati

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“…However, yet, delivering quality medical services based on the patients’ perception is severely ignored the extent to which medical tourism impact can reliably assess. Medical tourists cross national borders to access medical care, motivated by medical service issues like expensive medical care costs, long waiting time and lack of accessibility in their home systems (Rahman et al , 2018b). High-quality medical services satisfy medical tourists’ needs, and it directly relates to an enhanced hospital image leading to an increased market share and profits (Lunt and Carrera, 2011; Rahman et al , 2018a).…”

Section: Introductionmentioning

confidence: 99%

Medical tourism: tourists’ perceived services and satisfaction lessons from Malaysian hospitals

Rahman

2019

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Purpose The medical tourism industry has become one of the most profitable industries around the world wherein most of the countries exploit every effort to attract medical tourists to take advantage of its medical care benefits. The purpose of this study is to explore the determinants of medical tourists’ perceived services and their satisfaction for medical care in hospitals. Design/methodology/approach The quantitative method was conducted to examine the three groups of foreign travellers such as medical tourists, expats and normative medial tourists’ perceived medical services quality and satisfaction. Data from a survey of 266 respondents were analyzed using the structural equation modelling technique. Findings The findings of this study provide evidence that hospital accessibility and interpersonal behaviour are the most critical constructs that influence medical tourists’ attributes. Additionally, medical costs and health-care technicality have a significant relationship with the perceived services of medical tourists. The study also demonstrated that medical tourists’ satisfaction highly attributed to their perceived services towards the quality of medical care they received and experienced in the hospitals. Practical implications The results have important implications for managerial considerations at hospitals. Hospital accessibility is a crucial dimension to be measured at hospitals when measuring service quality. Service providers need to be mindful that all aspects of medical services are essential and need to be delivered satisfactorily to ensure customer satisfaction. Patients’ perceived services and their satisfaction is a crucial bridge in determining the likelihood of future return among patients to the hospitals. Originality/value This study has managed to convincingly secure findings to provide useful information and understanding of the hospital accessibility and interpersonal manner of health-care professionals at hospitals in Malaysia. Particularly, when any hospital offers quality services, they must consider the reasonable medical expenses that can be affordable by the average people and update their medical equipment that are necessary for technical and diagnostic purposes. By ensuring these, they can attract the medical tourists.

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“…Loyalty intention is the tendency of a tourist who repeats a visit to a destination and recommends it to others (Frangos et al, 2015). Past studies show that customers' satisfaction is influenced by their loyalty (Rahman et al, 2018a(Rahman et al, , 2018bRahman et al, 2019;Alrawadieh et al, 2019). Wu (2016) examines the tourists' destination model in the global tourism perspective and finds that destination satisfaction of tourists has a positive impact on destination loyalty.…”

Section: Satisfaction and Loyaltymentioning

confidence: 99%

“…During their travel, they may enjoy themselves by learning the history and culture of the destinations (Rahman and Zailani, 2016;Rahman et al, 2019). Tourism service providers worldwide are increasingly making efforts to fulfill the tourists' needs (Rahman et al, 2018a;Rahman, 2019). With the increasing tourism activities in halal perspectives across the world, a trend has emerged within the industry that aims to attract Muslim tourists, known as Halal tourism (Battour and Ismail, 2016).…”

Section: Introductionmentioning

confidence: 99%

The impact of tourists’ perceptions on halal tourism destination: a structural model analysis

Rahman

Moghavvemi

Thirumoorthi

et al. 2020

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Purpose Though halal-related services have been discussed in tourism services literature, exploratory study in this area is not enough, particularly in non-Muslim tourists’ perspectives. This study aims to investigate the impact of non-Muslim tourists’ perceptions of halal products or services on their loyalty of intention for halal tourism destination. Design/methodology/approach Structured questionnaires are used for collecting data from non-Muslim tourists. SmartPLS is used in this study for data analysis. Findings The results find that banning non-halal services and implementing halal food product services are significantly related to trip experience and trip value. General halal services are positively related to trip value, whereas trip experience is not associated with it. In addition, trip experience and trip value have a significant impact on satisfaction. The results also find that tourists’ loyalty intention is attributed to satisfaction of non-Muslim tourists. ` Originality/value The study reveals new insight into halal tourism in the perspective of non-Muslim tourists’ halal products or service toward their future travel to halal destination. The contribution of this study is important for tourism operators, managers and marketers of destination tourism with a direct/indirect leadership to improve the tourism destination for non-Muslim tourists’ perceptions.

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Tourists’ satisfaction and loyalty intention at Shariah compliant private hospitals in Malaysia

Cited by 34 publications

References 39 publications

Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions

Evaluating the Antecedents of Health Destination Loyalty: The Moderating Role of Destination Trust and Tourists’ Emotions

Medical tourism: tourists’ perceived services and satisfaction lessons from Malaysian hospitals

The impact of tourists’ perceptions on halal tourism destination: a structural model analysis

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