Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective

  • Mohammad QOLIPOUR Dept. of Health Services Management, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
  • Amin TORABIPOUR Dept. of Health Services Management, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
  • Farzad FARAJI KHIAVI Dept. of Health Services Management, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
  • Amal SAKI MALEHI Dept. of Biostatistics and Epidemiology, School of Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
Keywords: Medical tourism, Hospital, Service quality, Gap analysis

Abstract

Abstract Background: Continuous quality improvement of the hospital services is a basic requirement of medical tourism industry. The different dimensions of hospital services quality are assessed constantly to improve the service of medical tourism. The aim of this study was to determine the services quality of medical tourism in private and public hospitals. Methods: In this cross-sectional study, the quality of hospital services were assessed in view of 250 Iraqi tourists referred to Ahvaz private and public hospitals in 2015. Data were collected using a valid medical tourism SERVQUAL questionnaire (MTSQ). This questionnaire includes 8 main dimensions with 31 items. Finally, Mann-Whitney, Kruskal-Wallis and Wilcoxon tests were used to analyze the data. Results: The mean of age of patients was 39±2.2 yr. The mean of hospital length of stay was 3.87±1.36 days. The most patients were admitted to Orthopedics, Otorhinolaryngology, Obstetrics, and Gynecology departments, respectively. There was a negative gap in all of the dimensions of service quality in the studied hospitals (P>0.001). The highest and lowest quality gap was seen in the “exchange and travel facilities” (-2.63) and the “tangibles” (-0.68) dimension, respectively. Conclusion: There was a negative gap in all of the dimensions of service quality in the studied hospitals. Therefore, the hospital services quality is improved to attract the foreign patients.    

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Published
2017-12-31
How to Cite
1.
QOLIPOUR M, TORABIPOUR A, FARAJI KHIAVI F, SAKI MALEHI A. Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective. IJPH. 47(1):103-10.
Section
Original Article(s)