A framework for medical tourists' satisfaction and loyalty by costumer segmentation and quality improvement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahdi Nakhaeinejad ◽  
Mohammad Hosein Moeinzadeh ◽  
Seyed Aliasghar Tabatabaei Bafrouei ◽  
Afarin Akhavan
Keyword(s):  
Medical Tourism ◽  
Data Gathering ◽  
Tourism Industry ◽  
International Standards ◽  
Statistical Population ◽  
Operational Strategies ◽  
Content Type ◽  
Effective Factors ◽  
Study Results ◽  
New Framework

PurposeTourism industry is a profitable resource for countries and considered one of the main sources of income and job creation for economic development. Among the various types of tourism, medical tourism and its subsets are of great significance owing to their capabilities and competitive advantages. In this regard, the purpose of this research is to provide a framework to categorize customers based on the Zeithaml pyramid and then identify and provide strategies to create loyalty and attract customers of this industry.Design/methodology/approachThis study proposed a framework for medical tourists' satisfaction and loyalty. First, by studying the literature and data gathering from Yazd (one of the cities of Iran), the effective factors on the loyalty and attraction of medical tourists were identified. These factors have been prioritized for the medical tourists who are in the platinum category by the Pareto technique and Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) method. Next, the strategies provided by experts for loyalty and attraction of medical tourists were examined. Finally, the house of quality (HOQ) as the first matrix in quality functional deployment (QFD) was used to provide operational strategies for medical tourism satisfaction. The statistical population of this research consists of medical tourists, academic experts and active physicians of medical tourism in Yazd, one of the cities of Iran.FindingsThe study results indicate the importance of “hospital reputation” in medical tourists' satisfaction. Also, “achieving international standards”, “periodic customer satisfaction assessment” and “paying attention to social responsibilities” are recognized as the most important strategies to achieve the loyalty of the most profitable group of customers, namely platinum.Practical implicationsThis study covers both theoretical and practical aspects. Theoretically, this study developed a new framework for medical tourists' satisfaction by the Zeithaml matrix, TOPSIS, Pareto technique and QFD method. Furthermore, practically this study helps practitioners of medical tourism in medical tourists' satisfaction and loyalty.Originality/valueIn this study, in addition to identifying the effective factors on the loyalty and attracting medical tourists, a new framework was developed for medical tourists' satisfaction by segmentation the tourism by the Zeithaml matrix and providing operational strategies by the QFD technique.

Tourism, environment and hotel management: an innovative perspective to address modern trends in contemporary tourism management

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chunhui Huo ◽  
Javaria Hameed ◽  
Muhammad Waqas Sadiq ◽  
Gadah Albasher ◽  
Wedad Alqahtani
Keyword(s):  
Brand Image ◽  
Interactional Justice ◽  
Tourism Industry ◽  
The Body ◽  
Hotel Management ◽  
Content Type ◽  
Service Value ◽  
Study Results ◽  
Customer's Loyalty ◽  
Insight Into

PurposeThis paper aims to provide a valid insight into consumers' minds while considering word of mouth (WOM), brand image and uniqueness as independent variables while considering the tourism industry as the primary stakeholder.Design/methodology/approachThe study adopts qualitative research methods and data collected from 1,033 respondents using convenience sampling methodology. The data are collected from different tourists spots in China and Pakistan. The PROCESS macro was utilized in this study using SPSS version 25.0 to inspect the impacts by using Model 4 and the conditional effects indirectly by utilizing Model 14.FindingsCustomer's intimacy, search for novel and unexplored destinations highlight WOM interactions and perceived service value. Service value, interactional justice and professional attitude of hotel management mediated all the given relationships significantly. The brand image does not mediate any significant associations. Perceived service value and brand image predict customer's loyalty, and WOM is the direct measure of their intentions, and these variables are market trend indicators. A tourist's response toward different destinations is described in this study with comparative analysis of Chinese and Pakistani tourists. The study results showed a significantly positive relationship between hotel management professional behavior, customer's loyalty, customer's intimacy and WOM.Research limitations/implicationsThe recruited population might not be represented as the broader and larger visitor population, resulting in restricting establishing tactics. Moreover, this study's results provide significant insight into a tourism industry, hence providing a chance to manage customer loyalty better.Social, managerial and theoretical implicationsThis study contributes significantly to the body of knowledge and provides remarkable insight from the managerial perspective. Interactional justice results in significant value for hotel management directors and top management, front desk staff and operatives and front level employees and managers. Consumer sensitivity of fairness in interpersonal dealings calls for behavioral changes in frontline employees, especially those directly dealing with hotel visitors. Hotel staff and management should formulate a system to deal with the demands and needs of visitors. It should describe the rights and obligations of visitors and ensure that each customer is treated equally and with respect. Customers should be motivated to read the survey questionnaires kept in their rooms and offer their views on the services provided. This strategy might increase the customers' sense of empowerment and leading to notions of fairness in individual encounters.Originality/valueThis study provides an insight into the customer's minds while considering essential variables that include WOM, brand image, perceived service value and uniqueness.

In search of a world-class university in Iran

2016 ◽  
Vol 8 (4) ◽  
pp. 522-539 ◽  
Author(s):  
Mohsen Nazarzadeh Zare ◽  
Javad Pourkarimi ◽  
Gholamreza Zaker Salehi ◽  
Sahba Rezaeian
Keyword(s):  
Data Gathering ◽  
Faculty Members ◽  
Survey Method ◽  
Statistical Population ◽  
Content Type ◽  
Comprehensive Universities ◽  
Innovation Research ◽  
World Class ◽  
World Class Universities

Purpose The purpose of this paper is to examine faculty members’ views about the assessment of world-class university components in Iran’s comprehensive universities. Design/methodology/approach This study adopted a descriptive methodology by using a survey method. The statistical population consisted of 8,548 faculty members of comprehensive universities all over Iran. Considering the large size of the population, the comprehensive universities were categorized into five clusters (North, South, East, West and Center). The authors selected the faculty members from different clusters using Cochran’s formula. A total of 367 faculty members were selected from five clusters. For data gathering, a researcher-designed questionnaire was used. In data analysis, statistical procedures including the Confirmatory Factor Analysis, Kolmogrov-Smirnov test, one-sample t-test, and Friedman test were performed. Findings The findings of the research showed that except for academic freedom, other components of world-class university in Iran’s comprehensive universities were lower than the mean. Practical implications The case study showed how Iran’s comprehensive universities can become world-class universities. The methods of this case study can also be used in other fields. Originality/value This study adds to the knowledge of a world-class universities. Therefore to reach a desired level in comprehensive universities’ preparation for converting to a world-class university, it is essential that the policy makers and organizers of Iran’s higher education system pay greater attention to items such as research motivation, research innovation, research budget increase, authority reduction on various university departments, internet bandwidth increase and laboratory facilities increase.

Customer experience management in medical tourism (case study: Iranian hospital’s medical tourists)

2021 ◽  
Vol 13 (1) ◽  
pp. 198-226
Author(s):  
Hamed Dabaghi ◽  
Saeid Saieda Ardakani ◽  
Seyed Mohammad Tabataba’i-Nasab
Keyword(s):  
Medical Tourism ◽  
Statistical Tests ◽  
Statistical Significance ◽  
Data Gathering ◽  
Customer Experience ◽  
Research Literature ◽  
Content Type ◽  
Research Areas ◽  
Customer Experience Management ◽  
Data Saturation

Purpose The purpose of this paper is to focus on the emerging phenomenon of medical tourism in the context of Iran from a customer experience management perspective and benchmark of their judgment including positive or negative, of the experience they have achieved of the Iranian health (medical) experience (CE) and suggest scenarios for the improvement of the Iranian customer experience management (CEM). Design/methodology/approach The research methodologies and research methods that are used in this descriptive-analytical research are based on an inspection of the remarkable literature related to medical tourism and customer experience management. The data gathering instrument is a researcher-made questionnaire based on the variables in the conceptual model extracted from the research literature. The study was conducted from May to August 2019. The population cohort of this study was the foreign patients calling selected Iranian hospitals and the sampling method was a purposive and snowball sample of prospective medical tourists. As the study was conducted throughout Iran, some important hospitals in Iran were selected by stratified sampling Yang et al. (2020b). The sample size and data saturation were 500 participants Lv and Song (2019). The collected data using the questionnaire were analyzed by SPSS software and statistical tests. Findings According to the results, the customer experience management statistical significance in the task aspect is (p = 0.0523), in the mechanical aspect is (p = 0.0563), in the human aspect is (p = 0.0544). The study showed positive customer experience among the patients who had been treated in the Iranian hospitals. Originality/value There is a lack of study that focuses on medical tourism and customer experience management in Iran. Therefore, based on the results of this study, the experience of medical tourists in Iran proved to be positive and satisfying. As little research has been conducted in the area of customer experience management (CEM) in Iranian medical tourism, future researchers can use these valuable results precisely and in more detail to benchmark more accurately the customer experience in all areas of medical and health tourism and other research areas in different aspects of CEM in Iran.

Leadership challenges for Indian hospitality industry during COVID-19 pandemic

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Balvinder Shukla ◽  
Tahir Sufi ◽  
Manoj Joshi ◽  
R. Sujatha
Keyword(s):  
Tourism Industry ◽  
Social Implications ◽  
Future Research ◽  
Content Type ◽  
Leadership Challenges ◽  
General Managers ◽  
Special Events ◽  
Tourism Sector ◽  
Study Results

PurposeThe COVID-19 crisis has affected almost all the global sectors. The hotel industry, however, was hit hardest challenging the leadership. This study, therefore, attempts to explore the challenges hospitality leadership in India face to navigate the crisis. The study additionally addresses how leaders manage the expectations of key stakeholders; communicate hard decisions with employees, pursue strategies for revival and explores the role of technology to survive the crisis.Design/methodology/approachThe study adopts a qualitative approach involving structured interviews with 16 senior hospitality leaders consisting of CEO, vice president, general managers, directors, entrepreneur and general managers from various organisations like hotels, restaurant chains, food services and facilities management services. Data were content analysed involving coding techniques.FindingsThe leadership challenges included making customers and employees feel safe, optimising operations, agility and resilience of leaders, maintaining a balance between stakeholders, managing employee stress and ensuring cash reserves. The study found that leaders manage the expectation of various stakeholders by maintaining balance, demonstrating empathy and agility. The hard decisions are communicated with the employees through involvement, empathy and alleviating stress.Research limitations/implicationsThe study contributes by identifying twelve themes from the participants' responses under five major themes-labelled as leadership challenges, managing stakeholders, communicating with the employees, the role of technology and best practices of surviving the crisis. Future research can be conducted on such sub-themes in different countries.Practical implicationsAs the tourism industry in India is recovering after the second wave, the governments along with all stakeholders, must launch special events for promoting the tourism sector. Safety measures like making vaccination certificates for all tourists and employees of the tourism sector should be made mandatory. Further, special certification following the COVID-19 protocol needs to be introduced for hotels and catering establishments. A fund generated from the sector's direct tax contribution needs to be established to support the employees.Social implicationsThe study has several social implications. The study results can unite all industry stakeholders to shape the post-pandemic era through collaboration. Empathetic leadership can take the industry out of chaos by balancing the interests of the various stakeholders of society. The pandemic has proven that we all are vulnerable to risks and challenges; leaders have a vital role in taking proactive steps to ensure that such uncertainties do not cause unprecedented damage.Originality/valueThis study expanded the research on the hospitality leadership challenges in managing crises in the backdrop of the crisis caused by COVID-19 pandemic. The conceptual model, variables, themes and sub-themes utilised are original contributions to the hospitality literature.

scholarly journals Measuring the efficiency of medical tourism industry in EU member states

2019 ◽  
Vol 26 (2) ◽  
pp. 115-130 ◽  
Author(s):  
Lorena Androutsou ◽  
Theodore Metaxas
Keyword(s):  
Member State ◽  
Medical Tourism ◽  
Health Indicators ◽  
Tourism Industry ◽  
Border Health ◽  
Hospital Discharges ◽  
Content Type ◽  
Eu Member States ◽  
Cross Border ◽  
The Cross

Purpose Under the Directive 2011/24/EU, medical tourism and cross-border health are interrelated terms regarding the freedom to move to get the most accessible medical treatment into EU Member State within the defined procedures for reimbursement. Little known empirically regarding the efficiency of the cross-border health/medical tourism industry. This study aims to measure its efficiency in Europe for the years 2010-2014, by using Data Envelopment Analysis (DEA). Design/methodology/approach Data obtained from OECD and the European Core Health Indicators (ECHI), which is collecting the data through Eurostat. Eurostat collects data on health-care activities and provides data on hospital discharges, including the hospital discharges of non-residents and these include hospital discharges of in-patients and day care patients. The analysis uses “DEA.P, 2.1 for windows” by Coelli (1996). Findings The results show that the Members States health systems were very efficient in handling non-residents in-patients; however, when managing day cases/outpatients, the efficiency scores dropped. Practical implications The findings would have significant associations affecting intentions to revisit clinics and the destination country. In addition, will be useful to those seeking a better understanding of the cross-border health and medical tourism industry efficiency. Originality/value Extending the findings of the European Commission report (2015c) by examining how well medical tourists are informed about the decision they are making, would be of perceived value. These are important indicators at European level by helping each Member State to measure its medical tourism services.

Outbound medical tourism experience, satisfaction and loyalty: lesson from a developing country

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Shahed Mahmud ◽  
Md. Mahbubar Rahman ◽  
Reshma Pervin Lima ◽  
Esmat Jahan Annie
Keyword(s):  
Structural Equation ◽  
Medical Tourism ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Snowball Sampling ◽  
Content Type ◽  
Destination Loyalty ◽  
Study Results ◽  
Tourism Experience

PurposeThe objective of the study is to measure outbound medical tourists' satisfaction and loyalty based on medical tourists' experience from a developing country's perspective.Design/methodology/approachThe medical tourists taken medical services from India constituted the population of this study. By applying a purposive and snowball sampling techniques, samples were selected. Based on the expectation confirmation theory (ECT) and a modified medical tourism experience model, this study empirically analyzed the research hypotheses by applying the partial least square–structural equation modeling (PLS–SEM) technique.FindingsThe empirical result revealed that the experience of service quality, medical tourism infrastructure and experience of medical tourism expenses has a direct impact on medical tourists' satisfaction. Furthermore, destination appeal and culture has a significant moderating effect on the relationship between medical tourists' satisfaction and destination loyalty. Multigroup analysis (MGA) was performed to examine group differences of the model. The MGA results revealed that, based on age, the research model remains undifferentiated between groups. In contrast, based on income, the only relationship, medical tourism infrastructure and medical tourists' satisfaction significantly differ between groups, while others remain identical from each other.Practical implicationsThe study results will contribute both theoretically and practically. Theoretically, the study will be a helpful instrument to figure out medical tourists' behavior through the lens of ECT in a developing country’s perspective. Furthermore, practically this study results will assist policymakers and practitioners of medical tourism in formulating strategies and making future decisions effectively.Originality/valueThe study has uniqueness in two aspects. First, the study empirically revealed Bangladeshi medical tourists' experience and behavioral intention to Indian medical tourism destinations. Second, the study’s findings exposed quantifiable insights into the Bangladesh–India medical tourism phenomenon.

Disaster communication

2019 ◽  
Vol 2 (3) ◽  
pp. 241-259
Author(s):  
Alicia Mason ◽  
Lynzee Flores ◽  
Pan Liu ◽  
Kenzie Tims ◽  
Elizabeth Spencer ◽  
...  
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Small Scale ◽  
Data Set ◽  
Content Type ◽  
Disaster Communication ◽  
The Caribbean ◽  
Post Disaster

Purpose The purpose of this paper is to understand the crisis communication strategies used by the Caribbean medical tourism industry in the 2017 hurricane season, and also evaluate the quality of the disaster communication messages delivered via digital mediums. Design/methodology/approach This study includes a comprehensive, qualitative content analysis of 149 risk and crisis messages from 51 healthcare organizations distributed through digital media. The medical tourism providers (MTPs) include hospitals, medical tourism facilitators, practitioners/private physicians, specialty clinics, and dental and cosmetic providers. Findings Nearly half of the MTPs included in the data set delivered no post-disaster information to external audiences. The most prominent post-disaster message strategy utilized was conveying operational messages. Furthermore, an unexpected finding was the sheer magnitude of unrelated health-oriented and promotional destination marketing content disseminated before, during and after these events. Research limitations/implications This analysis excludes internal organizational channels of communication which may have been used to communicate risk and crisis messages during these events (i.e. employee e-mails, announcements made through intercom systems, etc.). Our analysis does not include content disseminated through medical tourism forums (i.e. Realself.com, Health Traveler’s Forum, FlyerTalk Forum). Practical implications Small-scale MTPs can improve on any weaknesses through proactive planning and preparation by creating organizational goals to complete basic crisis communication training courses and in doing so support the applied professional development of disaster and crisis responders in the Caribbean region. Second, MTPs exposed to similar risks of natural disasters may use these findings for comparative analysis purposes to support their own organizational planning. Finally, this study supports the continued utility of the National Center for Food Protection & Defense guidelines for analyzing and evaluating organizational performance. Originality/value Currently much of the academic scholarship of applied disaster communication narrowly focuses on the response strategies of one organization, or analyzes one social media platform at a time (i.e. Twitter). A strength of this analysis is the inclusion of an organizational sector (i.e. Caribbean medical tourism providers) and the range of platforms from which the content was captured (e.g. websites, org. blogs and social media networks).

Factors affecting Web 2.0 adoption: a case study

2014 ◽  
Vol 48 (1) ◽  
pp. 2-15 ◽  
Author(s):  
Alireza Isfandyari-Moghaddam ◽  
Mansoureh Hosseini-Shoar
Keyword(s):  
Web 2.0 ◽  
Academic Libraries ◽  
Relevant Literature ◽  
Data Gathering ◽  
Statistical Population ◽  
Web 2.0 Tools ◽  
Content Type ◽  
Factors Affecting ◽  
Academic Courses ◽  
Training Courses

Purpose – The main purpose of this paper is to identify factors affecting the adoption of Web 2.0 tools by librarians of academic libraries located in Hamedan, Iran. Design/methodology/approach – Methodologically, this survey is applied using a descriptive approach. The statistical population of the survey was 47 librarians of academic and college libraries located in Hamedan (Iran). The tool used for data gathering is a questionnaire made based on the relevant literature as well as authors' standpoint. It consists of 39 questions under ten broad factors. The collected data were analyzed with SPSS (version 16). Findings – Totally, ten broad factors affecting the adoption of Web 2.0 tools by the librarians were identified. The most effective factors are job conditions, changeability, skills, competitiveness, and saving time. Practical implications – To positively and effectively affect the adoption of Web 2.0 tools by librarians especially Hamedan academic librarians, holding training courses and related workshops, the inclusion of lessons regarding Web 2.0 tools and their application in the academic courses planned and run by LIS departments, implementing open and distance learning (ODL), attracting LIS professionals to the field of Web 2.0, buying needed software and hardware equipment, and addressing the importance of adopting and using Web 2.0 tools for academic and library managers should not be neglected. Originality/value – This study may contribute to the field in terms of better understanding of factors affecting the adoption of Web 2.0 tools and thus better usage of these and other emerging technologies in academic libraries and information centers.

scholarly journals The identity and role of stakeholders in the medical tourism industry: state of the art

2020 ◽  
Vol 75 (3) ◽  
pp. 559-574 ◽  
Author(s):  
Ahmed Kamassi ◽  
Noor Hazilah Abd Manaf ◽  
Azura Omar
Keyword(s):  
Health Care ◽  
Decision Making ◽  
Medical Tourism ◽  
Tourism Development ◽  
Tourism Industry ◽  
Decision Making Process ◽  
Care Providers ◽  
Content Type ◽  
Key Stakeholders

Purpose This paper aims to address and identify the major stakeholders in the medical tourism industry, based on their participation in medical tourism activities and their support for medical tourism development. Design/methodology/approach This paper systematically reviews the content of medical tourism studies from literature to identify key stakeholders and address the roles they play in the medical tourism industry. Findings This study shows that the key stakeholders in the medical tourism industry are eight, namely, medical tourists, health-care providers, government agencies, facilitators, accreditation and credentialing bodies, health-care marketers, insurance providers and infrastructure and facilities. These stakeholders strongly influence medical tourists’ decision-making process in seeking medical treatment abroad. Besides, a successful medical tourism development depends greatly on the excellent partnership between all stakeholders. Practical implications This paper sheds light on the crucial role of these stakeholders that can be an important consideration in medical tourists’ decision-making process and industry growth. The study can facilitate policymakers in designing and developing policies to improve medical tourism practices. Originality/value This paper expands the knowledge about medical tourism literature by identifying and explaining the significant role of each stakeholder in the industry. The results of this paper are quite revealing to all practitioners in terms of the potential strategies and medical tourism growth. The study establishes a foundation for future medical tourism research in the rapidly growing industry.

Exploring visit intention to India for medical tourism using an extended theory of planned behaviour

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajitabh Dash
Keyword(s):  
Theory Of Planned Behaviour ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Behavioural Control ◽  
New Delhi ◽  
Planned Behaviour ◽  
Content Type ◽  
Perceived Behavioural Control ◽  
Facilitating Conditions ◽  
Medical Tourist

PurposeThe purpose of this paper is to identify the factors influencing the visit intention of medical tourists to India. This study also attempts to extend the theory of planned behaviour through the integration of perceived risk and facilitating condition.Design/methodology/approachPrimary data were collected from a sample of 326 medical tourists arriving in India through Terminal-3 of Indira Gandhi International Airport (IGI-T3), New Delhi, India, during the months of October–December 2019. Confirmatory factor analysis and structural equation modelling are deployed to analyze the collected data and validate the proposed research model.FindingsThe outputs of this study revealed that perceived financial risk, physical risk, psychological risk and facilitating conditions available in a country are significantly linked to the attitude of a medical tourist. Similarly, facilitating conditions available in a country are significantly related to perceived behavioural control of a medical tourist. Furthermore, it is also revealed that attitude, subjective norm and perceived behavioural control are significantly related to visit intention of medical tourists to India; however, the perceived time risk and performance risk are insignificantly associated with the visit intention.Research limitations/implicationsThis study is restricted to the opinion of 326 sample respondents consisting of medical tourists who arrived in India through IGI-T3, New Delhi, during October–December 2019. In the future, a similar type of study may be conducted in different parts of the country with a relatively larger sample sizeOriginality/valueThis study addresses the need for advancing the knowledge on the factors in determining visit intention of medical tourists towards India. This knowledge will become very crucial for India's medical tourism industry, which is aiming to attain a competitive edge in the global market.

Sign in / Sign up

Export Citation Format

Share Document