Bangladesh University of Professionals Journal BANGLADESH UNIVERSITY OF PROFESSIONALS JOURNAL
Article Info: BUP JOURNAL, Volume - 8, Issue - 1, June - 2020, Volume - 8, Issue - 1, Article #5
Publish Date: June 1, 2020
Authors(S): 1. Md. Shahed Mahmud 2. Dr. Md. Mahbubar Rahman 3. Tanmay Biswas
DOI:
Keywords: Medical tourism, Experience, Bangladesh, India, Satisfaction, Loyalty
User Activity: Views: 506, Downloads: 456
Article Download
PDF
Abstract

In Bangladesh, because of the poor public health care delivery system, affluent patients tend to take medical treatment from foreign medical institutions and this trend is increasing every year. This study aims to examine the outgoing medical tourists’ experience and the relationship of that experience with service satisfaction and loyalty. A handful of literature has been found measuring the outgoing medical tourists’ experience, satisfaction, and loyalty in the context of Bangladesh. Thus, medical tourists from Bangladesh seeking medical treatment in different foreign countries are the population of this study. For selecting sample, the medical tourists from Bangladesh who have already received medical services from India were taken into consideration by applying purposive sampling technique. For examining outbound medical travelers’ experience, a specialized experience-based model called the Medical Tourism Experience (MTEX) model was adopted for this study. A structured questionnaire was used to collect primary data from the respondents. Using the PLS-SEM multivariate statistical technique, the collected data was analyzed through the SmartPLS software. The statistical result shows that medical service quality’s experience, medical tourism expenses, infrastructure, and destination appeal and culture have a strong positive impact on building outbound medical tourists’ satisfaction. Furthermore, medical tourists’ satisfaction, build upon medical tourism experiences, significantly impacted medical destination loyalty. The empirical result of this study has two-fold implications. Theoretically, it will add new knowledge to the repository of tourism research and practically the outcome of this research will assist the concerned stakeholders to formulate strategies according to their needs.