The agony of choice for medical tourists

a patient satisfaction index model

Jana Rosenbusch, Ida Rosnita Ismail, Christian Marc Ringle

Research output: Contribution to journalArticle

Abstract

Purpose: Grounded on substantial theories and service concept models, this paper aims at proposing a novel patient satisfaction index (PSI) model. This model allows for identifying the key sources of patient satisfaction and for comparing performance results across hospitals competing on the national and international health-care market. The PSI is also an important benchmark instrument for medical tourism. Design/methodology/approach: The PSI model was initially tested in hospitals in a developed country (the German hospital market). A total of 1,281 complete patient responses were analyzed by means of partial least squares structural equation modeling (PLS-SEM). Findings: This model’s sources of competitive advantage – doctors’ and nurses’ interaction quality, environmental quality and outcome quality – mostly explain patient satisfaction, which is the key target construct. The results also reveal that the doctors’ and nurses’ interaction quality is the most salient driver of patient satisfaction. Practical implications: The proposed PSI model can be generally applied to facilitate the comparison of hospitals on a regional, national and even an international level. In addition, the PSI model helps health-care management facilities prioritize their service components’ improvement (e.g. to attract more medical tourists). Originality/value: Medical tourists are confronted with a variety of health destinations and may find it difficult to choose an appropriate region and health-care provider. This study contributes to medical tourism research by developing a general patient satisfaction index model for medical tourists.

Original languageEnglish
JournalJournal of Hospitality and Tourism Technology
DOIs
Publication statusAccepted/In press - 5 Jul 2018

Fingerprint

Health care
health care
market
index
Index model
Tourists
Patient satisfaction
environmental quality
Health
methodology
hospital
modeling
medical tourism
services
Medical tourism
Interaction
Doctors
Nurses

Keywords

  • Importance-performance map
  • Interaction quality
  • Medical tourism
  • Patient satisfaction index
  • Service quality

ASJC Scopus subject areas

  • Information Systems
  • Tourism, Leisure and Hospitality Management
  • Computer Science Applications

Cite this

The agony of choice for medical tourists : a patient satisfaction index model. / Rosenbusch, Jana; Ismail, Ida Rosnita; Ringle, Christian Marc.

In: Journal of Hospitality and Tourism Technology, 05.07.2018.

Research output: Contribution to journalArticle

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