Title: Instrument for measuring service quality and dimensions of service quality affecting image, value and trust in medical tourism area

Authors: M.N. Anish; P.B. Dhanish; R. Sridharan

Addresses: Department of Mechanical Engineering, National Institute of Technology Calicut, India ' Department of Mechanical Engineering, National Institute of Technology Calicut, India ' Department of Mechanical Engineering, National Institute of Technology Calicut, India

Abstract: This paper focuses on developing a measuring instrument for determining service quality in the medical tourism area of Kerala. The measuring instrument MEDIPERF is developed based on SEVPERF method and data are collected from 411 international patients. Reliability and validity of the developed instrument are verified. This research considers a new dimension, role of information and communication technology for measuring service quality. Using regression analysis, it is inferred that the dimensions such as personnel quality, process of clinical care, hygiene and administrative procedures have significant influences in deciding the image of the hospital. It is also found that the dimensions such as personnel quality, process of clinical care, role of information and communication technology, hygiene and safety indicators have significant influences in deciding the value of service. The study also reveals that the dimensions affecting trust with the hospital are personnel quality, process of clinical care, hygiene and administrative procedures.

Keywords: medical tourism; service quality; image; value; trust.

DOI: 10.1504/IJSOM.2018.093511

International Journal of Services and Operations Management, 2018 Vol.30 No.4, pp.419 - 446

Received: 08 Jun 2016
Accepted: 28 Oct 2016
Published online: 27 Jul 2018 *

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