IJIMT 2015 Vol.6(3): 180-185 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2015.V6.598

An Exploratory Study on the Factors that Influence Patient Satisfaction and Its Impact on Patient Loyalty

Tan Pei Kian and Tan Khai Heng
Abstract— The rise of medical tourism is due to the rapid growth of trade in health around the world, accommodate by the increased of international mobility of services between health provider, intermediary and patients and the advancement of information technology and communications that contributed to the expansion of private hospitals. Medical tourism exist in the market for quite some time, and this study examine on why foreign patients, focusing on Indonesian chose to seek medical treatment in overseas (Malaysia) rather than home-country. Hence, the purpose of this study is to examine the contributing factors that push them to seek medical treatment in a foreign hospital that will trigger their satisfaction and lead to loyalty toward the specific hospital they seek. This study uses multiple analyses such as reliability analysis, normality test, descriptive analysis, and Pearson Correlation on all the variables tested. All the hypotheses that have been developed indicate that there is relationship between the independent variables and dependent variable. Medical error has the strongest influence on patient satisfaction with the standard coefficient beta of 0.395.

Index Terms— Medical tourism, patient satisfaction, patient loyalty, private hospital.

Tan Pei Kian is with Multimedia University, Malacca, Malaysia (e-mail: pktan@mmu.edu.my).
Tan Khai Heng is with Philip Morris International, Malaysia (e-mail: Get khaiheng.official@gmail.com).

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Cite: Tan Pei Kian and Tan Khai Heng, " An Exploratory Study on the Factors that Influence Patient Satisfaction and Its Impact on Patient Loyalty," International Journal of Innovation, Management and Technology vol. 6, no. 3, pp. 180-185, 2015.

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