PROCEEDING FOR GLOBAL TOURISM CONFERENCE (GTC) 2021, 2021
The growing market demand for medical tourism has triggered intense competition among the medical... more The growing market demand for medical tourism has triggered intense competition among the medical tourism industry players. Word-of-mouth has been recognised as one of the key acquisition channels among the thoughtful marketing tactics to attract medical tourists. The purpose of this study is to gain insight on the relationship between medical service quality, perceived value, and satisfaction on word-ofmouth generation in a medical tourism setting. A quantitative survey was conducted to collect the data. The data collected was analysed using the Partial Least Squares Structural Equation Modelling (PLS-SEM). The results indicated that medical service quality is positively associated with perceived value, which in turn, affects satisfaction. However, perceived value and satisfaction are not positively related to wordof-mouth generation. The availability of resources, patient cooperation and collaboration among service providers do affect the outcomes of word-of- mouth generation. It ...
A descriptive research was conducted to examine the infl uences of functional (service process) a... more A descriptive research was conducted to examine the infl uences of functional (service process) and technical (service outcome) quality on customer satisfaction and trust among retail bank clients towards their main local banks with which they have key relationships in Malaysia. The study was undertaken among adults aged 18 years and above who reside in the Klang Valley. Convenience sampling of mall-intercept with questionnaire survey approach was employed in selecting the 400 respondents. The data were analysed by multiple regression analysis to test the hypotheses. The study disclosed that technical quality, functional quality and customer satisfaction have signifi cant direct infl uences on trust. In return, customer satisfaction was found related to the functional as well as technical quality. Interestingly, technical quality was found to have a greater infl uence than functional quality on both customer satisfaction and trust in banks. Subsequently, the causal path analysis identifi es customer satisfaction as having the greatest direct effect on trust while technical quality was found having the greatest overall effect (direct and indirect) on trust. Therefore, bankers who wish to engender trust among their retail customers should focus more on the service outcome than the delivery process of their services.
PROCEEDING FOR GLOBAL TOURISM CONFERENCE (GTC) 2021, 2021
The growing market demand for medical tourism has triggered intense competition among the medical... more The growing market demand for medical tourism has triggered intense competition among the medical tourism industry players. Word-of-mouth has been recognised as one of the key acquisition channels among the thoughtful marketing tactics to attract medical tourists. The purpose of this study is to gain insight on the relationship between medical service quality, perceived value, and satisfaction on word-ofmouth generation in a medical tourism setting. A quantitative survey was conducted to collect the data. The data collected was analysed using the Partial Least Squares Structural Equation Modelling (PLS-SEM). The results indicated that medical service quality is positively associated with perceived value, which in turn, affects satisfaction. However, perceived value and satisfaction are not positively related to wordof-mouth generation. The availability of resources, patient cooperation and collaboration among service providers do affect the outcomes of word-of- mouth generation. It ...
A descriptive research was conducted to examine the infl uences of functional (service process) a... more A descriptive research was conducted to examine the infl uences of functional (service process) and technical (service outcome) quality on customer satisfaction and trust among retail bank clients towards their main local banks with which they have key relationships in Malaysia. The study was undertaken among adults aged 18 years and above who reside in the Klang Valley. Convenience sampling of mall-intercept with questionnaire survey approach was employed in selecting the 400 respondents. The data were analysed by multiple regression analysis to test the hypotheses. The study disclosed that technical quality, functional quality and customer satisfaction have signifi cant direct infl uences on trust. In return, customer satisfaction was found related to the functional as well as technical quality. Interestingly, technical quality was found to have a greater infl uence than functional quality on both customer satisfaction and trust in banks. Subsequently, the causal path analysis identifi es customer satisfaction as having the greatest direct effect on trust while technical quality was found having the greatest overall effect (direct and indirect) on trust. Therefore, bankers who wish to engender trust among their retail customers should focus more on the service outcome than the delivery process of their services.
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