Patient satisfaction and patient loyalty in medical tourism sector: A study based on trip attributes

Mercy Toni; K K  Jithina; K V  Thomas

doi:10.53730/ijhs.v6nS7.13138

Authors

Mercy Toni Lecturer, Department of Economics and Finance, College of Economics, Management and Information systems, University of Nizwa, Oman
Jithina K K Clerk, Panchayat Department, Government of Kerala
K V Thomas Associate Professor, Research and PG Department of Commerce, Marian College, Kuttikkanam (Autonomous)

Keywords:

Trip Attributes, Patient Satisfaction, Patient Loyalty, Medical Tourism, PLS- SEM

Abstract

Purpose- The purpose of this paper is to analyse the influence of Trip Attributes on Patient Satisfaction and Patient Loyalty in Medical Tourism Sector using Partial Least Squares Structural Equation Modelling (PLS-SEM). Design/ method/ approach- The paper undertakes an examination of influence of Trip Attributes on Patient Satisfaction and Patient Loyalty in Medical Tourism Sector based on primary data collected from 402 foreign tourists visiting Kerala for medical treatment using questionnaire. The Structural Equation Modelling (SEM) using Smart PLS 3.0 developed by Christian Ringle and his team was employed for analysing data. Findings- The results indicate that Trip Attributes including Frequency of Visit, Duration of Treatment and Duration of Leisure Time have significant influence on Patient Satisfaction. Likewise, the patient satisfaction has significant influence on Patient Loyalty. The results highlight the importance of trip attributes on patient satisfaction and their loyalty in the medical tourism sector. The government and service providers can develop the medical tourism industry by concentrating on trip attributes as it has direct effect on patient satisfaction.

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