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

2019 ◽  
Vol 74 (3) ◽  
pp. 739-758 ◽  
Author(s):  
Muhammad Khalilur Rahman
Keyword(s):  
Health Care ◽  
Medical Care ◽  
Health Care Professionals ◽  
Structural Equation ◽  
Medical Tourism ◽  
Service Providers ◽  
Tourism Industry ◽  
Medical Services ◽  
Content Type ◽  
Future Return

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.

"Prospects of Medical Tourism - A Study of The Prominent Participants in Hospital And Hospitality Industry in Bangalore and Chennai"

2010 ◽  
Vol 5 (1) ◽  
pp. 102-116 ◽  
Author(s):  
Bindi Varghese
Keyword(s):  
Health Care ◽  
Developing Countries ◽  
Medical Care ◽  
Medical Tourism ◽  
Cost Effective ◽  
Tourism Industry ◽  
Medical Services ◽  
Corporate Sector ◽  
Specialized Treatment ◽  
Private And Public

Medical Tourism" is comparatively new in the vast ocean of travel & tourism industry. When we describe Medical Tourism in simple terms, it is a provision of 'cost effective' private medical care in collaboration with the tourism industry for patients needing surgical and other forms of specialized treatment. This process is being facilitated by the corporate sector involved in medical care as well as the tourism industry - both private and public. Unlike other countries, India is a safe place and people are known for their hospitality. It's the most touted healthcare destinations for .Medical or Health tourism has become a common form of vacationing, and covers a broad spectrum of medical services. It mixes leisure, fun and relaxation together with wellness and healthcare.Medical tourism, a rapidly growing sector in the Indian market, which is now being actively, developed by both public and private sector tourism and healthcare organizations. Medical Tourism" diversifies different paradigms, which derive at a common perception - a specialized field of healthcare tourism in general. The technical concoction defines medical tourism as, "Travel from a normal place of residence to a destination at which medical or surgical treatment is provided or performed, and which involves more than one night away from the country of residence". Within this broad field, there are a growing number of specialized sectors of medical tourism, including surgical tourism, wellness and spa tourism, dental tourism and reproductive or fertility tourism. Medical Tourism in simple terms, it is a provision of 'cost effective' private medical care in collaboration with the tourism industry for patients needing surgical and other forms of specialized treatment. This process is being facilitated by the corporate sector involved in medical care as well as the tourism industry - both private and public. Medical tourism is gaining international significance, as more and more patients prefer their treatments abroad. In the developed countries the cost of the treatment and the surgery are far higher than those in the developing countries. So getting medical treatment abroad is economical for the patients without any compromise in the quality of treatment is one of the major concerns. Western patients are increasingly travelling to developing countries for health care and developing countries are increasingly offering their skills and facilities to paying foreign customers. This international trade in medical services has huge economic potential for developing countries and serious implications for health care across the globe.

Rhythms of Care: Medical Travels beyond the Borders of Bangladesh

2020 ◽  
Vol 14 (1) ◽  
pp. 61-83
Author(s):  
Karen M. McNamara
Keyword(s):  
Health Care ◽  
Medical Care ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Emotional Challenges ◽  
Detailed Case ◽  
Care Practices ◽  
The Way

Abstract This article examines the experiences of Bangladeshi patients and their families as they travel transnationally within Asia for medical care. I explain how failures of biomedicine in Bangladesh feed into idealized expectations of care abroad. This medical imaginary is fueled by the hope that more expensive treatment in wealthier countries will result in better care, and it is sustained by the way the medical tourism industry operates and the way Bangladeshi patients and their families make choices and engage in the doing of care abroad. A detailed case study of a Bangladeshi cancer patient’s prolonged care in Singapore illustrates the tensions and ambivalences in the quest for the best treatment. These tensions are exacerbated by the linguistic, monetary, and emotional challenges faced in traveling back and forth between countries. While patients feel at times betrayed by experiences of care that do not meet their expectations, they also feel compelled to carry on. I capture this dynamic in the term rhythms of care, understanding these as the way the medical imaginary shapes care practices that become a scaffolding for hope to be maintained and further travel to be undertaken. I also reflect on how I become part of these rhythms by acting as the family’s interpreter as they navigate health care in Singapore.

scholarly journals Całkowicie prywatna opieka medyczna — próba zarysu

Ekonomia ◽  
2020 ◽  
Vol 26 (1) ◽  
pp. 155-195
Author(s):  
Stanisław Wójtowicz ◽  
Kamil Rozynek
Keyword(s):  
Health Care ◽  
Medical Care ◽  
Service Providers ◽  
Free Market ◽  
Medical Insurance ◽  
Economic Incentives ◽  
The State ◽  
Medical Services ◽  
Market Mechanisms ◽  
Quality Of Medical Care

In this paper, we explore what the market for medical services and products could look like if the state completely withdrew from the area of medical care. In section 1, we demonstrate that medical services would be purchased mainly through direct payments and medical insurance. We analyse two models of medical insurance: guaranteed renewable insurance and health-status insurance. Other types of insurance that may emerge on the market are also discussed. In section 2, we exam-ine how the privatisation of the health-care system would affect the prices of medical services. We analyse fundamental problems of the state-run health care and discuss how they contribute to small-er supply and higher prices of medical services. We then describe how the introduction of market mechanisms would allow to solve many of these problems. We argue that internalisation of the costs of medical care in a free market order would create strong economic incentives for individuals to take better care of their health, and we contrast this with the state-run health care in which these costs are externalised. In section 3, we explore how medical services could be obtained by individuals without sufficient funds. In section 4, we discuss how the quality of medical care could be ensured without the help of the state. We argue that competition between service providers would be the main guarantor of quality. We also identify mechanisms that would lead to spontaneous emergence of a system of private medical licencing.

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.

Views of Indonesian consumer towards medical tourism experience in Malaysia

2019 ◽  
Vol 13 (4) ◽  
pp. 507-524 ◽  
Author(s):  
Harriman Samuel Saragih ◽  
Peter Jonathan
Keyword(s):  
Medical Treatment ◽  
Structural Equation ◽  
Medical Tourism ◽  
Developed Countries ◽  
The Philippines ◽  
Subjective Norms ◽  
Behavioural Control ◽  
Medical Services ◽  
Content Type ◽  
Perceived Behavioural Control

Purpose Indonesians are known for their unique behaviour and willingness to travel abroad for healthcare treatments. More than half of the healthcare “tourists” who travel to Malaysia come from Indonesia, followed in numbers by those in India, Japan, and China, Libya, the UK, Australia, USA, Bangladesh and the Philippines. Malaysia is also geographically located near two Indonesian main islands, i.e. North Sumatera and North Kalimantan. These reasons contribute to making Indonesia one of the most productive healthcare consumers in Malaysia. This study aims to examine these Indonesian consumers’ through the use of behavioural lenses to examine their medical tourism experiences in Malaysia, its neighbouring country. Design/methodology/approach The theory of planned behaviour is used as the basis of these analyses and hypotheses development. In total, 7 variables and 18 indicators that built both the exogenous and endogenous variables were developed from previous literature. Through a purposive sampling technique, the authors collected 200 samples of individuals where each respondent must at least have been to Malaysia once for medical treatments related to a general check-up, cardiovascular, cancer, orthopaedics, nervous systems or dental problems. A partial least squares – structural equation modelling analysis was carried out to examine both the measurement model and the structural model. Findings Behavioural belief positively affects the attitude of Indonesian patients and their intentions to visit Malaysia for medical treatment, i.e. attitude, subjective norms and perceived behavioural control. Results show that as individuals, Indonesians have a strong belief that undergoing medical treatment in Malaysia will be more favourable than having that same medical treatment in Indonesia. The study also shows that people who are considered important to patients, e.g. family members or relatives, significantly influence their intention to visit Malaysian medical institutions. The authors also found that patients’ resources and capabilities – e.g. financial strength, supporting infrastructures and time availability – are essential factors for Indonesian patients to choose medical tourism and to visit Malaysia as their venue for medical services. Research limitations/implications The results of this study are consistent with the previous research, which has shown that attitude, subjective norms and perceived behavioural control positively affect visit intention. The results also suggest new interesting theoretical findings that Indonesia’s medical tourist intention to visit Malaysia is most strongly caused by subjective norms followed by individual attitudes and perceived behavioural control, all reasons that are identical to Japanese medical tourists’ visiting South Korea for similar purposes. Indeed, there are similar behavioural practices and beliefs among both Indonesian and Japanese medical tourists, despite the gap existing in these two countries’ economies. Practical implications The study proposes two managerial implications using its findings. First, this study can be a basis for the Malaysian medical tourism business to better understand Indonesian medical tourists’ behaviour when visiting their country. The study explicitly suggests that it is both collective and individual beliefs that drive Indonesian patients, who have the sufficient resources, to visit Malaysia because of better quality and affordability available there compared to Indonesian medical services. Second, this study raises a fundamental question about Indonesian stakeholders in the medical industry. In the near future, this type of medical tourism behaviour will, without a doubt, affect the Indonesian economy at large. Originality/value The contributions of this study are twofold. First, compared to previous studies that focussed specifically on the developed countries, this study focusses on Indonesian consumers’ point of view as an emerging country towards Malaysia’s medical tourism business. Second, this study provides quantifiable insights on the Indonesia-Malaysia medical tourism phenomenon, which previously has been frequently discussed, but only using a qualitative exploratory approach.

Empirical Analysis on the Medical Tourism Policy in Taiwan

2017 ◽  
pp. 295-311
Author(s):  
I-Chun Liu ◽  
Chii-Ching Chen
Keyword(s):  
Medical Care ◽  
Medical Tourism ◽  
Service Providers ◽  
Tourism Industry ◽  
Policy Network ◽  
Structured Interviews ◽  
Public And Private ◽  
Public Policy Implementation ◽  
Public And Private Sector ◽  
International Visitors

“Medical Tourism” is a growing industry, attracting more and more attention. Taiwan's government, hopeful that this new industry could generate considerable revenue, has declared its ambition to become the premier choice for cross-country medical care for international visitors. The policy network approach emphasizes the interaction between policy actors. This chapter examines Taiwan's medical tourism development from the model of public policy implementation. We present findings from twelve semi-structured interviews with stakeholders across medical service providers, as well as government officers, and civil society sectors. We found that medical tourism in Taiwan is a growing service, with both public and private sector involvement. However, it is still lagging behind regional competitors such as Singapore, Thailand, and India. Thus, active efforts should be made to encourage the coordination between the medical care sector, tourism industry, and relevant authorities.

Tapping into the emerging Muslim-friendly medical tourism market: evidence from Malaysia

2017 ◽  
Vol 8 (4) ◽  
pp. 514-532 ◽  
Author(s):  
Muhammad Khalilur Rahman ◽  
Suhaiza Zailani ◽  
Ghazali Musa
Keyword(s):  
Medical Care ◽  
Structural Equation ◽  
Service Sector ◽  
Medical Tourism ◽  
Care Center ◽  
Total Sample ◽  
Market Mechanism ◽  
Equation Modeling ◽  
Content Type ◽  
Care Services

Purpose Emerging interest in medical tourism products offers a lucrative market and opens doors for Malaysia in positioning itself as a Muslim-preferred halal medical care center point. In spite of the tremendous capability of this industry, the Muslim-friendly medical tourism practice is rationally new idea, with endeavors to clarify such tourism product is inadequate. This paper aims to investigate the promoting Muslim-friendly medical tourism market mechanism and its prospects and challenges. Design/methodology/approach As the purpose of this study is to investigate the perceptions of the Muslim patient’s inspiration towards Muslim-friendly medical tourism market mechanism in Malaysia. This study uses structural equation modeling (SEM) technique for data analysis. The target population for this research comprised Muslim medical tourists coming to Malaysia seeking Muslim-friendly medical tourism. A total sample size of 231 is gathered through non-probability sampling method during the period between July and December 2015. Findings The outcome confirms that Muslim tourist’s perceptions play a critical part in travel intention to Malaysia for Muslim-friendly medication. Along these lines, Malaysia needs to promote the success of such medical tourism endeavors with proper practice and services they offer to pull in more outside patients. Practical implications Malaysia is a country that has long been a stronghold for Muslim leisure visitors. Differences in general and spiritual values raise challenges to Muslim-friendly medical care services. A comprehensive research is required on the best way to advance and set up emerging Muslim-friendly medical tourism market mechanism. Originality/value Muslim-friendly medical tourism is a rising advertising discipline. It is confident that the findings could expand information on Muslim-friendly medical tourism service sector and improve providers’ capacity to take advantage of the developing business sector, offering quality medical care services and opportunities that suit the Muslim patients’ needs. In addition, it is essential to understand the most ideal approach to outline Muslim-friendly medical tourism market to make it more useful to various spiritual and religious accept.

Empirical Analysis on the Medical Tourism Policy in Taiwan

2015 ◽  
pp. 132-148 ◽  
Author(s):  
I-Chun Liu ◽  
Chii-Ching Chen
Keyword(s):  
Medical Care ◽  
Medical Tourism ◽  
Service Providers ◽  
Tourism Industry ◽  
Policy Network ◽  
Structured Interviews ◽  
Public And Private ◽  
Public Policy Implementation ◽  
Public And Private Sector ◽  
International Visitors

“Medical Tourism” is a growing industry, attracting more and more attention. Taiwan's government, hopeful that this new industry could generate considerable revenue, has declared its ambition to become the premier choice for cross-country medical care for international visitors. The policy network approach emphasizes the interaction between policy actors. This chapter examines Taiwan's medical tourism development from the model of public policy implementation. We present findings from twelve semi-structured interviews with stakeholders across medical service providers, as well as government officers, and civil society sectors. We found that medical tourism in Taiwan is a growing service, with both public and private sector involvement. However, it is still lagging behind regional competitors such as Singapore, Thailand, and India. Thus, active efforts should be made to encourage the coordination between the medical care sector, tourism industry, and relevant authorities.

scholarly journals Tourism discourse and medical tourists’ motivations to travel

2015 ◽  
Vol 70 (2) ◽  
pp. 85-96 ◽  
Author(s):  
Krystyna Adams ◽  
Jeremy Snyder ◽  
Valorie Crooks ◽  
Rory Johnston
Keyword(s):  
Decision Making ◽  
Medical Care ◽  
Design Methodology ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Medical Procedure ◽  
Structured Interviews ◽  
Content Type ◽  
Critical Theories ◽  
Insight Into

Purpose – This paper aims to respond to a knowledge gap regarding the motivations of medical tourists, the term used to describe persons that travel across borders with the intention of accessing medical care. Commonly cited motivations for engaging in medical tourism are typically based on speculation and provide generalizations for what is a contextualized practice. This research paper aims to complicate the commonly discussed motivations of medical tourists to provide a richer understanding of these motivations and the various contexts in which medical tourists may choose to travel for medical care. Design/methodology/approach – Drawing on semi-structured interviews with 32 former Canadian medical tourists, this study uses the Iso-Ahola’s motivation theory to analyze tourists’ motivations. Quotations from participants were used to highlight core themes relevant to critical theories of tourism. Findings – Participants’ discussions illuminated motivations to travel related to personal and interpersonal seeking as well as personal and interpersonal escaping. These motivations demonstrate the appropriateness of applying critical theories of tourism to the medical tourism industry. Research limitations/implications – This research is limited in its ability to link various motivations with particular contexts such as medical procedure and personal demographics. However, this study demonstrates that the three commonly cited motivations of medical tourists might oversimplify this phenomenon. Originality/value – By providing new insight into medical tourists’ motivations, this paper expands the conversation about medical tourists’ decision-making and how this is informed by tourism discourse. This insight may contribute to improved guidance for medical tourism stakeholders for more ethical and safe practices.

Customization in medical tourism in the Philippines

2018 ◽  
Vol 12 (4) ◽  
pp. 486-500 ◽  
Author(s):  
Michelle Rydback ◽  
Akmal S. Hyder
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Medical Tourism ◽  
Service Providers ◽  
Negative Impact ◽  
The Philippines ◽  
Care Providers ◽  
Structured Interviews ◽  
Content Type ◽  
Health Care Marketing

Purpose Focusing on customization, this paper aims to examine how service providers market health care in emerging markets through medical tourism. Design/methodology/approach Using a qualitative method, researchers conducted 18 semi-structured interviews with managers from five health-care providers and supporting organizations in the Philippines. For analysis, data from the service providers are compared. Findings Customization is found to play crucial role in offering health-care services. The customization takes place by adapting to emotional, social and cultural needs; alleviating knowledge asymmetry; and moderating the negative impact of the unfamiliar context experienced by international patients. Research/limitations implications The empirically grounded theoretical framework needs to be tested in different contexts for generalization. Practical implications The study focuses on understanding and responding to the needs of international patients, also demonstrating that health-care marketing must be developed through a joint effort by both the medical and business sides of health-care providers. Social implications The paper acknowledges the need for health-care marketing and the novel role of health-care providers. Originality/value Using a marketing lens, this study sheds light on the underexplored industry of medical tourism.

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