The determinants factors towards patients’ satisfaction in medical tourism services in Malaysia

Abstract

The research purposely designed to investigate the relationship of the determinants factors towards patients’ satisfaction in medical tourism services. The purpose of the study is to determine the impact of the determinants factors towards patients’ satisfaction in the medical tourism services. It is significant for medical tourism services to investigate the determinants factors towards patients’ satisfaction in order to find out the important factors that able to affects medical tourism services of patients’ satisfaction. The findings from this study will able to purpose the medical sector the determinant factors towards patients’ satisfaction that need to consider in the strategy formulation process in order to improve medical tourism services while in the same time meeting the consumer expectation. Kano model is integrated with the Fuzzy Analytic Hierarchy Process (FAHP) in this study in order to better understanding the determinant factors of patients’ satisfaction to classifying by using Kano model and then ranking these factors by using Fuzzy Analytic Hierarchy Process (FAHP) for better improvement strategies selection to enhance medical tourism services. The new approach able to rank the determinant factors towards patients’ satisfaction in medical tourism services more efficiently and the result able to benefits medical tourism sectors in order to more understanding the elements of satisfaction and concerns on these factors while develop the medical tourism sectors strategy to compete with other medical tourism industry.