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

References

• Aiura, H., & Sanjo, Y. (2010). Privatization of local public hospitals: Effect on budget, medical service quality, and social welfare. International Journal of Health Care Finance and Economics, 10, 275–299.
   PubMedGoogle Scholar
• Alonso-Almeida, M., Marti, J., & Rocafort, A. (2016). Effects of quality management on hospitality performance in different contexts. Industrial Management & Data Systems, 116(5), 1005–1023.
   Web of Science ®Google Scholar
• Anthony, W. (2013). Scoping medical tourism and international hospital accreditation growth. International Journal of Health Care Quality Assurance, 26(8), 688–702.
   PubMedGoogle Scholar
• Augustyn, M., & Seakhoa-King, A. (2005). Is the servqual scale an adequate measure of quality in leisure, tourism and hospitality? Advances in Hospitality and Leisure, 1, 3–24.
   Google Scholar
• Azadi, F., Maleki, M., Tabibi, S., & Azmal, M. (2012). A medical tourist perception of iranian hospital quality: limited employee foreign language skills negatively impact communication. International Journal of Hospital Research, 1(2), 85–90.
   Google Scholar
• Benavides-Chicon, C., & Ortega, B. (2014). The impact of quality management on productivity in the hospitality sector. International Journal of Hospitality Management, 42, 165–173.
   Web of Science ®Google Scholar
• Bhanugopan, R. (2004). Perceptions on quality customer service in the hospitality industry in Papua New Guinea: An evaluation. Asia Pacific Journal of Tourism Research, 9(2), 177–187.
   Google Scholar
• Borman, E. (2004). Health tourism. British Medical Journal, 328(7431), 60–61.
   PubMedGoogle Scholar
• Cheng, E., & Li, H. (2001). Analytic hierarchy process: An approach to determine measures for business performance. Measuring Business Excellence, 5(3), 30–37.
   Google Scholar
• Chou, S., Kiser, A., & Rodriguez, E. (2014). An Expectation Confirmation Perspective of Medical Tourism. Journal of Service Science Research, 4, 299–318.
   Google Scholar
• Connell, J. (2006). Medical tourism: Sea, sun, sand and surgery. Tourism Management, 27, 1093–1100.
   Web of Science ®Google Scholar
• Cormany, D., & Baloglu, S. (2011). Medical travel facilitator websites: An exploratory study of web page contents and services offered to the prospective medical tourist. Tourism Management, 32, 709–716.
   Web of Science ®Google Scholar
• Crick, A., & Spencer, A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463–478.
   Web of Science ®Google Scholar
• Crooks, V., Kingsbury, P., Snyder, J., & Johnstonr, R. (2010). What is known about the patient’s experience of medical tourism? A scoping review. BMC Health Services Research, 10, 266–278.
   PubMed Web of Science ®Google Scholar
• Crooks, V., Turner, L., Snyder, J., Johnston, R., & Kingsbury, P. (2011). Promoting medical tourism to India: Messages, images, and the marketing of international patient travel. Social Science & Medicine, 72, 726–732.
   PubMed Web of Science ®Google Scholar
• Debata, B., Patnaik, B., Mahapatra, S., & Sree, K. (2015). Interrelations of service quality and service loyalty dimensions in medical tourism. Benchmarking: An International Journal, 22(1), 18–55.
   Web of Science ®Google Scholar
• Debata, B., Sree, K., Patnaik, B., & Mahapatra, S. (2013). Evaluating medical tourism enablers with interpretive structural modeling. Benchmarking: An International Journal, 20(6), 716–743.
   Google Scholar
• Dortyol, I., Varinli, I., & Kitapci, O. (2014). How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management, 26(3), 470–495.
   Web of Science ®Google Scholar
• Eda, A., Serkan, A., & Safak, A. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412–422.
   Google Scholar
• Eraqi, M. (2006). Tourism services quality (TourServQual) in Egypt; The viewpoints of external and internal customers. Benchmarking: An International Journal, 13(4), 469–492.
   Google Scholar
• Etgar, M., & Fuchs, G. (2009). Why and how service quality perceptions impact consumer. Managing Service Quality: An International Journal, 19(4), 474–485.
   Google Scholar
• Gan, L. L., & Frederick, J. R. (2011). Medical tourism facilitators: Patterns of service differentiation. Journal of Vacation Marketing, 17(3), 165–183.
   Google Scholar
• Ganguli, S., & Ebrahim, A. (2017). A qualitative analysis of Singapore’s medical tourism competitiveness. Tourism Management Perspectives, 21, 74–84.
   Web of Science ®Google Scholar
• Guiry, M., Scott, J., & Vequist, D. (2013). Experienced and potential medical tourists’ service quality Expectations. International Journal of Health Care Quality Assurance, 26(5), 433–446.
   PubMedGoogle Scholar
• Guiry, M., & Vequist, D. (2011). Traveling abroad for medical care: U.S. medical tourists’ expectations and perceptions of service quality. Health Marketing Quarterly, 28(3), 253–269.
   PubMedGoogle Scholar
• Hallem, Y., & Barth, I. (2011). Customer-perceived value of medical tourism: An exploratory study — The case of cosmetic surgery in Tunisia. Journal of Hospitality and Tourism Management, 18, 121–129.
   Google Scholar
• Han, H., & Hwang, J. (2013). Multi-dimensions of the perceived benefits in a medical hotel and their roles in international travelers’ decision-making process. International Journal of Hospitality Management, 35, 100–108.
   Web of Science ®Google Scholar
• Han, H. (2013). The healthcare hotel: Distinctive attributes for international medical travelers. Tourism Management, 36, 257–268.
   Web of Science ®Google Scholar
• Han, H., & Hwang, J. (2018). Growing competition in the healthcare tourism market and customer retention in medical clinics: New and experienced travellers. Current Issues in Tourism, 21(6), 680–702.
   Web of Science ®Google Scholar
• Han, H., & Hyun, S. (2014). Medical hotel in the growth of global medical tourism. Journal of Travel & Tourism Marketing, 31(3), 366–380.
   Web of Science ®Google Scholar
• Han, S., & Hyun, S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, 20–29.
   Web of Science ®Google Scholar
• Heung, V., Kucukusta, D., & Song, H. (2010). A conceptual model of medical tourism: Implications for future research. Journal of Travel & Tourism Marketing, 27(3), 236–251.
   Web of Science ®Google Scholar
• Heung, V., Kucukusta, D., & Song, H. (2011). Medical tourism development in Hong Kong: An assessment of the barriers. Tourism Management, 32, 995–1005.
   Web of Science ®Google Scholar
• Ho, L., Feng, S., & Yen, T. (2015). Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan. International Journal of Health Care Quality Assurance, 28(7), 648–659.
   PubMed Web of Science ®Google Scholar
• Izadi, M., Ayoobian, A., Nasiri, T., Joneidi, N., Fazel, M., & Hosseinpourfard M. J. (2012). Situation of health tourism in Iran; opportunity or threat. Iranian Journal of Military Medicine, 14(2), 69–75.
   Google Scholar
• Izadi, M., Saadat, S., Ayoubian, A., HashemiDehaghi, Z., Karbasi, M., & Jalali, A. (2013). Health Tourism in Iran; Identifying Obstacles for Development of This Industry. International Journal of Travel Medicine and Global Health, 1(2), 89–94.
   Google Scholar
• Jai, P., Diabat, A., & Mathiyazhagan, K. (2015). Analyzing the SSCM practices in the mining and mineral industry by ISM approach. Resources Policy, 46, 76–85.
   Web of Science ®Google Scholar
• Jain, V., & Raj, T. (2016). Modeling and analysis of FMS performance variables by ISM, SEM and GTMA approach. International Journal of Production Economics, 171, 84–96.
   Web of Science ®Google Scholar
• Jimenez-Zarco, A., Martinez-Ruiz, M., & Izquierdo-Yusta, A. (2011). Key service innovation drivers in the tourism sector: Empirical evidence and managerial implications. Service Business, 5, 339–360.
   Web of Science ®Google Scholar
• Johnson, D., Russell, R., & White, S. (2016). Perceptions of care quality and the effect on patient satisfaction. International Journal of Quality & Reliability Management, 33(8), 1202–1229.
   Web of Science ®Google Scholar
• Johnson, T., & Garmant, A. (2010). Impact of medical travel on imports and exports of medical services. Health Policy, 98, 171–177.
   PubMed Web of Science ®Google Scholar
• Junio, M. M., Kim, J. H., & Lee, T. J. (2017). Competitiveness attributes of a medical tourism destination: The case of South Korea with importance-performance analysis. Journal of Travel & Tourism Marketing, 34(4), 444–460.
   Web of Science ®Google Scholar
• Keckley, P. H., & Underwood, H. R. (2008). Medical tourism: Updates and implications. Washington, DC: Deloitte Center for Health Solutions.
   Google Scholar
• Knutson, B., Beck, J., Kim, S., & Cha, J. (2010). Service quality as a component of the hospitality experience: Proposal of a conceptual model and framework for research. Journal of Foodservice Business Research, 13(1), 15–23.
   Google Scholar
• Kokkranikal, J., Antony, J., Kosgi, H., & Losekoot, E. (2013). Barriers and challenges in the application of Six Sigma in the hospitality industry; Some observations and findings. International Journal of Productivity and Performance Management, 62(3), 317–322.
   Google Scholar
• Kumar, D., Palaniappan, M., Kannan, D., & Shankar, K. (2014). Analyzing the CSR issues behind the supplier selection process using ISM approach. Resources, Conservation and Recycling, 92, 268–278.
   Web of Science ®Google Scholar
• Lee, H., & Fernan, Y. (2015). The antecedents and outcomes of the medical tourism supply chain. Tourism Management, 46, 148–157.
   Web of Science ®Google Scholar
• Lee, H., Wright, K., O’Connor, M., & Wombacher, K. (2014). Framing medical tourism: An analysis of persuasive appeals, risks and benefits. and new media features of medical tourism broker websites. Health Communication, 29(7), 637–645.
   PubMed Web of Science ®Google Scholar
• Levaggi, R. (2005). Hospital health care: Pricing and quality control in a spatial model with asymmetry of information. International Journal of Health Care Finance and Economics, 5, 327–349.
   PubMedGoogle Scholar
• Manaf, N., Hussin, H., Kassim, P., Alavi, R., & Dahari, Z. (2015b) Medical tourism service quality: Finally some empirical findings. Total Quality Management & Business Excellence, 26(9–10), 1017–1028.
   Web of Science ®Google Scholar
• Manafn, N., Hussin, H., Kassim, P., Alavi, R., & Dahari, Z. (2015a). Country perspective on medical tourism: The Malaysian experience. Leadership in Health Services, 28(1), 43–56.
   Web of Science ®Google Scholar
• Mathiyazhagan, K., Govindan, K., NoorulHaq, A., & Geng, Y. (2013). An ISM approach for the barrier analysis in implementing green supply chain management. Journal of Cleaner Production, 47, 283–297.
   Web of Science ®Google Scholar
• Mehta, N., Verma, P., & Seth, N. (2014). Total quality management implementation in engineering education in India: An interpretive structural modelling approach. Total Quality Management & Business Excellence, 25(1–2), 124–140.
   Web of Science ®Google Scholar
• Moghimehfar, F., & Nasr-Esfahani, M. (2011). Decisive factors in medical tourism destination choice: A case study of Isfahan, Iran and fertility treatments. Tourism Management, 32, 1431–1434.
   Web of Science ®Google Scholar
• Narayan, B., Rajendran, C., Sai, P., & Gopalan, R. (2009). Dimensions of service quality in tourism an Indian perspective. Total Quality Management & Business Excellence, 20(1), 61–89.
   Web of Science ®Google Scholar
• Ngamvichaikit, A., & Beise-Zee, R. (2014). Communication needs of medical tourists: An exploratory study in Thailand. International Journal of Pharmaceutical and Healthcare Marketing, 8(1), 98–117.
   Google Scholar
• Panahifar, F., Byrne, P., & Heavey, C. (2014). ISM analysis of CPFR implementation barriers. International Journal of Production Research, 52(18), 5255–5272.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12–40.
   Web of Science ®Google Scholar
• Poduval, P., Pramod, V., & Raj, J. (2015). Interpretive Structural Modeling (ISM) and its application in analyzing factors inhibiting implementation of Total Productive Maintenance (TPM). International Journal of Quality & Reliability Management, 32(3), 308–331.
   Web of Science ®Google Scholar
• Raut, R., Narkhede, B., & Gardas, B. (2017). To identify the critical success factors of sustainable supply chain management practices in the context of oil and gas industries: ISM approach. Renewable and Sustainable Energy Reviews, 68, 33–67.
   Web of Science ®Google Scholar
• Rodrigue, H., Brochado, A., Troilo, M., & Mohsin, A. (2017). Mirror, mirror on the wall, who’s the fairest of the mall? A critical content analysis on medical tourism. Tourism Management Perspectives, 24, 16–25.
   Web of Science ®Google Scholar
• Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. The TQM Journal, 29(1), 101–117.
   Google Scholar
• Sadeh, E., Arumugam, V. C., & Malarvizhi, C. A. (2013). Integration of EFQM framework and quality information systems. Total Quality Management & Business Excellence, 24(1–2), 188–209.
   Web of Science ®Google Scholar
• Sadeh, E., & Garkaz, M. (2015). Explaining the mediating role of service quality between quality management enablers and students’ satisfaction in higher education institutes: The perception of managers. Total Quality Management & Business Excellence, 26(11–12), 1335–1356.
   Web of Science ®Google Scholar
• Sadeh, E., Mousavi, L., & Sadeh, S. (2011). Presenting a framework to study linkages among TQM practices, supply chain management practices, and performance using DEMATEL technique. Australian Journal of Basic and Applied Sciences, 5(9), 885–890.
   Google Scholar
• Salazar, A., Costa, J., & Rita, P. (2010). A service quality evaluation scale for the hospitality sector; Dimensions, attributes and behavioural intentions. Worldwide Hospitality and Tourism Themes, 2(4), 383–397.
   Google Scholar
• Sari, F., Bulut, C., & Pirnar, I. (2016). Adaptation of hospitality service quality scales for marina services. International Journal of Hospitality Management, 54, 95–103.
   Web of Science ®Google Scholar
• Satjapot, S. P., Johnson, T., & Garman, A. (2011). International medical travelers, length of stay, and the continuum of care: Inquiry and comparison. Quality Management in Health Care, 20(1), 76–83.
   PubMedGoogle Scholar
• Shahijan, M., Rezaei, S., Preece, C., & Ismail, W. (2015). International medical travelers’ behavioral intention: An empirical study in Iran. Journal of Travel & Tourism Marketing, 32(5), 475–502.
   Web of Science ®Google Scholar
• Singh, N. (2013). Exploring the factors influencing the travel motivations of US medical tourists. Current Issues in Tourism, 16(5), 436–454.
   Web of Science ®Google Scholar
• Singh, R. (2015). Empirical examination of the impact of total quality services on hospitality industry business. Journal of Quality Assurance in Hospitality & Tourism, 16, 389–413.
   Web of Science ®Google Scholar
• Viada-Stenger, M., Balbastre-Benavent, F., & Redondo-Cano, A. (2010). The implementation of a quality management system based on the Q tourist quality standard. The Case of Hotel Sector. Service Business., 4, 177–196.
   Web of Science ®Google Scholar
• Warfield, J. N. (1974). Developing interconnection matrices in structural modeling. IEEE Transactions on Systems, Man, and Cybernetics, 4, 81–87.
   Web of Science ®Google Scholar
• Wang, H. Y. (2012). Value as a medical tourism driver. Managing Service Quality: An International Journal, 22(5), 465–491.
   Google Scholar
• Whittaker, A., & Chee, H. L. (2015). Perceptions of an ‘international hospital’ in Thailand by medical travel patients: Cross-cultural tensions in a transnational space. Social Sciences & Medicine, 124, 290–297.
   PubMed Web of Science ®Google Scholar
• Wongkit, M., & McKercher, B. (2016). Desired attributes of medical treatment and medicalservice providers: A case study of medical tourism in Thailand. Journal of Travel & Tourism Marketing, 33(1), 14–27.
   Web of Science ®Google Scholar
• Wu, H., Li, T., & Li, M. (2016). A study of behavioral intentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospitality & Tourism. doi:10.1080/1528008X.2015.1042621
   Web of Science ®Google Scholar
• Yasin, M., & Ad Yavas, S. (2001). Improving service quality in the hospitality industry. Journal of Hospitality & Leisure Marketing, 7(4), 33–44.
   Google Scholar
• Ye, B. H., Yuen, P. P., Qiu, H. Z., & Zhang, V. H. (2008). Motivation of medical tourists: An exploratory case study of Hong Kong medical tourists. In A PTA annual conference; Bangkok, Thailand.
   Google Scholar
• Yu, J., & Ko, T. (2012). A cross-cultural study of perceptions of medical tourism among Chinese, Japanese and Korean tourists in Korea. Tourism Management, 33, 80–88.
   Web of Science ®Google Scholar
• Zaibaf, M., Taherikia, F., & Fakharian, M. (2013). Effect of perceived service quality on customer satisfaction in hospitality industry: Gronroos’ service quality model development. Journal of Hospitality Marketing & Management, 22, 490–504.
   Google Scholar
• Zolfagharian, M., Rajamma, R. K., Naderi, I., & Torkzadeh, S. (2018). Determinants of medical tourism destination selection process. Journal of Hospitality Marketing & Management. doi:10.1080/19368623.2018.1444527
   Web of Science ®Google Scholar