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Journal of Travel & Tourism Marketing Volume 29, 2012 - Issue 7
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Original Articles

How Satisfied are Inbound Medical Tourists in Malaysia? A Study on Private Hospitals in Kuala Lumpur

Ghazali Musa Faculty of Business and Accountancy, University of Malaya, 50603, Kuala Lumpur, Malaysia
,
Dharmesh R. Doshi Faculty of Business and Accountancy, University of Malaya, 50603, Kuala Lumpur, Malaysia
,
Kee Mun Wong Faculty of Business and Accountancy, University of Malaya, 50603, Kuala Lumpur, MalaysiaCorrespondence[email protected]
&
Thinaranjeney Thirumoorthy Faculty of Business and Accountancy, University of Malaya, 50603, Kuala Lumpur, Malaysia
Pages 629-646 | Received 16 Jan 2012, Accepted 08 May 2012, Published online: 17 Oct 2012
 
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ABSTRACT

The study explores inbound medical tourists' satisfaction from 137 respondents sampled using the combination of purposeful and convenience samplings in five private hospitals in Kuala Lumpur. In descending order of scores, medical tourists are most satisfied with doctors, nurses, hospital services, hospital atmosphere, and hospital facilities.  Hospital facilities and doctors are the two most important dimensions in influencing the overall satisfaction. There are significant differences in the levels of satisfaction within demographic profiles. The article contributes to knowledge on the establishment of dimensions and items pertinent to measuring medical tourists' satisfaction and the results provide insights into managerial and marketing implications.

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