Title: Antecedents to behavioural intentions in medical tourism

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

Addresses: Department of Mechanical Engineering, National Institute of Technology Calicut, 673601, India ' Department of Mechanical Engineering, National Institute of Technology Calicut, 673601, India ' Department of Mechanical Engineering, National Institute of Technology Calicut, 673601, India

Abstract: This paper presents the salient details of a study conducted to determine the effects of service quality, patient satisfaction, image of the hospital, value of service and trust with the hospital on behavioural intentions in the medical tourism area of Kerala. Service quality is measured based on performance score (SERVPERF method). Responses from 411 international patients are used in this study. Nine dimensions of service quality are derived after factor analysis. Role of information and communication technology is used as a separate dimension of service quality in this study. Using regression analysis, it is found that service quality, patient satisfaction, image of the hospital, value of service and trust with the hospital significantly affect mouth publicity and re-purchase intention of international patients. It is also found that service quality, patient satisfaction and value of service significantly affect price sensitivity nature of international patients.

Keywords: medical tourism; service quality; patient satisfaction; hospital image; service value; trust; behavioural intentions; India; information and communications technology; ICT role; information technology; word of mouth; WoM publicity; re-purchase intention; price sensitivity; healthcare services.

DOI: 10.1504/IJMDM.2016.080706

International Journal of Management and Decision Making, 2016 Vol.15 No.3/4, pp.308 - 335

Available online: 28 Nov 2016 *

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