Interpretive structural modeling of quality factors in both medical and hospitality services in the medical tourism industry

ABSTRACT

This study aims to theoretically integrate quality factors of both medical and hospitality services in medical tourism. Medical tourism comprises both medicine and tourism. Although the core product in medical tourism is medical treatment, attractive hospitality and travel options are also essential. Despite the dual nature of medical tourism, the two aspects of this concept have not been integrated in a unique framework. This study attempts to fill this gap using interpretive structural modeling (ISM). According to ISM, although factors of medical services and hospitality services are independent from each other, these factors have vital impacts on perceived value, satisfaction, and loyalty.

KEYWORDS:

• Medical tourism
• medical travelers
• service quality
• hospitality services
• medical services
• perceived value
• patients’ satisfaction
• patients’ loyalty
• interpretive structural modelling
• ISM

Disclosure statement

No potential conflict of interest was reported by the authors.